第八講：以顧客為中心的機(jī)構(gòu)：(編輯修改稿)
2025-01-30 12:06 本頁面
【文章內(nèi)容簡介】 direction and rewards員工滿意度 – 學(xué)習(xí) ， 道德 ， 培訓(xùn) ， 配合策略方向與回報(bào)c Rick Luce, HKUL, May 2023 cMissing from Research Library Portfolios研究圖書館 的組合 所缺乏的167。 Measuring supplier performance quality, process variables, price petitiveness, overall ease of doing business評(píng)估供應(yīng)商的表現(xiàn) – 質(zhì)量 ， 流程變數(shù) ， 價(jià)格競爭力 ， 生意往來的順暢度167。 Financial: cost/value matrix, return on investment, cost avoidance財(cái)政 ： 成本 /價(jià)值矩陣 ,， 投資回報(bào) ，成本規(guī)避c Rick Luce, HKUL, May 2023 cCustomer Satisfaction Metrics顧客滿意度指標(biāo)Maturing our satisfaction assessment完善滿意度 評(píng)估Level 1 – Satisfaction surveys: ‘happiness meters’階段 1 – 滿意度調(diào)查： “ 開心指標(biāo) ”Level 2 What’s important ? analysis of customer importance satisfaction levels階段 2 – 甚么是重要的 ? 顧客重要性及滿意度分析Level 3 How do we rate against best in industry階段 3 – 怎樣參照行業(yè)中之最佳者而評(píng)分See it from the customers eyes從顧客的角度看c Rick Luce, HKUL, May 2023 cSurvey: Importance and Satisfactionc Rick Luce, HKUL, May 2023 cSurvey: Importance and Satisfactionc Rick Luce, HKUL, May 2023 cCustomers Rank Output Processesc Rick Luce, HKUL, May 2023 cFormal Listening Strategies鄭重其事的聆聽策略Quarterly survey季度調(diào)查Quantitative + ments, suggestions數(shù)量化的 +意見 +建議Customer Comments顧客意見Unsolicited feedback, plaints 主動(dòng)提供的 回 應(yīng)，投訴Outreach外展服務(wù)Comments, suggestions意見，建議Voice of Customer顧客的聲音Future needs and dialog未來的需要及對(duì)話Type Information Gathered把收集到的資料分類Listening Strategy聆聽策略c Rick Luce, HKUL, May 200９ cFormal Listening Strategies鄭重其事的聆聽策略Focus groups焦點(diǎn)小組Product iteration and usage feedback產(chǎn)品迭代及用途響應(yīng)Point of contact customer representative聯(lián)系點(diǎn)－顧客代表Key quality factors, feedback重要的質(zhì)量因素， 反饋Marketing booth市場推廣攤位Comments, suggestions, plaints意見、 建議、 投訴Advisory Board咨詢委員會(huì)Feedback, advice回 應(yīng) ，建議Type Information Gathered把收集到的資料分類Listening Strategy聆聽策略c Rick Luce, HKUL, May 200９ cHigh ImportanceLow SatisfactionL Satisfaction HL Importance HIdentifying Prioritizing OpportunitiesHigh ImportanceHigh SatisfactionLow ImportanceHigh Satisfaction “Action Required!”Low ImportanceLow Satisfactionc Rick Luce, HKUL, May 2023 cProcess to determine future requirement決定 未 來需要的步驟167。 Ask what the customer expects查詢顧客期待什么q What would we have done to make this a fabulous success? 有甚么事若我們做了就能把這變成難以置信的成功 ?167。 Measure results formal customer feedback system量度結(jié)果 – 正式顅客回饋機(jī)制q Management by fact, client sets the bar基于事實(shí)的管理 ，標(biāo)準(zhǔn)由 顧客 定出Customer management顧客管理c Rick Luce, HKUL, May 2023 cProcess to determine future requirement決定 未 來需要的步驟167。 Communicate results throughout the anization so everyone can take action將結(jié)果在機(jī)構(gòu)上下溝通，則人人皆可赴諸行動(dòng)q What happened in the process? 過程中發(fā)生了甚么q Process decisions tied to data根據(jù)數(shù)據(jù)作流程決策Customer management顧客管理c Rick Luce, HKUL, May 2023 cAbsolute Customer Focus絶對(duì)以顧客為中心Maturing satisfaction assessment完善滿意度 評(píng)估167。 Level 1 ‘happiness meter’ (are you happy or not?)階段 1 – 滿意度調(diào)查： “ 開心指標(biāo) ” 〈 你是否開
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