bpms04acfc-免費(fèi)閱讀
【正文】 Customer Focused Six Sigma At the Customer – For the Customer (ACFC) Business Process Management Service Quality Cost Delivery Distributor Internal OEM User Customer Expectations What are the major customer expectations? Critical Issues Span Units Scale Process Output Measure CTC Issues What are the Operational Definitions of CTC Issues? Customer Span Scorecards to Manage Results Indicators of Process Performance Core and Enabling Processes CriticaltoCustomer Outputs Customer Focused Objectives C S I P O ? What metrics do customers use to measure performance? ? How will you measure customer satisfaction at the process level? 2 ? Measure the way a customer measures ? Determine process capability as a customer does ? Find the process measures to satisfy customers Thinking as a Customer Operational Focus Internal Y x n x m Cluster Cluster Six sigma Transition Customer Focus Customer Y x n x m Cluster Cluster What Customers Expect Exceeding What is Expected Where Are We? Where Are We? Competition ? Unhappy Customers Delighted Customers Where we must be Customer Satisfaction Scale Status Quo Customer Satisfaction Scale Close Gap Close Door on Competitor Y = F (X) Capturing the measurement on a Customer unit basis Understanding Process Output as the Customer sees it Learning from Variance in performance on Customer Y Defining the process variables that control Customer Satisfaction Customer Satisfaction Model OutsideIn: (1) Unit Scale (2) Expectation Metrics
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