福特汽車培訓材料——顧客滿意(ppt25)英文版！-汽車-資料下載頁
2025-08-05 19:09本頁面
【導讀】Quality?consumed.“Performance”isjudged.1.Advertising. Price. Influenceoffriends. perceptions.expectations.levelsevolve.experienced.loyalcustomers.
【正文】 nder 6kN loadcu r r e n t d e si g nm o d if ie d d e si g nN o t e : f a ilu r e mo d e s 1 . 1 amp。 1 . 2g e n e r a t e f u n c t io n a l d e g r a d a t io n a sillu s t r a t e d .Tran s mi s si onSus pe n si on Bus hi n g11010 100 1000F a ilu r e T im e ( h o u r s )Failure percentP r o d u c t io n 0 . 5 7 m m c le a r a n c e10%6C o m m o n s h a p e p a r a m e t e r b = 7 . 4Batter y9Cu st ome r Sati s fac ti on – K ano Mode lCustomer SatisfactionE x c i t i n g Q u al i t y( S u rp ri se amp。 De l i gh t –H i gh % B TE – B e t t e rTh an E xp e c t e d! )P e r f or m an c e Q u al i t y( A t t ri bu t e s – Pr od u c t B u i l di n gB l oc ks Of C u st o m e r S at i sf ac t i on )D e gr e e o f A c hi e ve m e ntxB as i c Q u al i t y( TGW I n h i bi t or s)yF ue l Econom yW a t e r L e a k sD ut c h D oorBrand/PALS Consumer Headset Kano –Prioritize and Plan Targets Cascade Reliability Demonstration Kano – Execution Progress Scorecard Customer Satisfaction With vehicle Customer Satisfaction – Brand, Product, and the Engineer – Graphic of Key Messages Originator GSTORK What Are Key Drivers to Make You Success on Customer Satisfaction ? Business transformation is required to shift to … Think about the fact of existing petition environment under ?Product or Service offering may be pletely moditized ?Margins may be vanishing 1. Does your pany deliver unique value, at a profit, to target customers? 2. Can petition get a foothold? From Product–Centric to Customer–Centric ProductCentric Organization Customer Centric Organization Key Performance Indicators Market share, Sales revenue Customer loyalty, Profitability Customer Segment Strategy Generic, go after everyone Targeted, proactive and selective Product / Service Standardized Offering Customized to different customer Value Proposition Product features, Better price Customer solution, Superior service Organization Design Stability, Specialization, Standardization Speed, integration, flexibility Sources of Differentiation Tangibles and hard assets Intangibles and soft assets From ProductCentric to CustomerCentric: A Paradigm Shift How to Build up a CustomerCentric Business Structure ? The unique value targetedcustomers receive throughour products and servicesThe critical few things thatmust be done well to deliverthe customer valueBasic building blocks toenable the creation of suchcritical capaibilitiesCustomer segments that wewant to excel and dominateCustomerValueCriticalCapabilitiesEnablersTargetedCustomerSegmentQ amp。 A Thank You ! 蕭慰農(nóng) / Knight W. N. Hsiao
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