福特汽車-顧客滿意-資料下載頁
2025-05-13 05:20本頁面
【正文】 kN loadcu r r e n t d e si g nmo d ifie d d e si g nN o t e : f a il u r e mo d e s 1 . 1 amp。 1 . 2g e n e r a t e f u n c t ion a l d e g r a d a t ion a sil lus t r a t e d .Trans mis sionSuspen sion B ushin g0 . 0 10 . 111010 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 . 4B atter y9Cus t om er S at i s f ac t i on – K an o M od e lCustomer SatisfactionE x c i tin g Q u a l i ty(S u rp ri se amp。 De l i g h t –H i g h % B TE – B e t t e rTh a n E x p e c t e d !)P e r f o r m a n c e Q u a l i ty(A t t ri b u t e s – Pr o d u c t B u i l d i n gB l o c k s Of C u st o m e r S a t i sfacti o n )De g r e e o f Ac h i e v e m e n txB a si c Q u a l i ty(TGW In h i b i t o rs )yF ue l Econo m yW at er L ea k sD ut ch D oo rBrand/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. Hsia
環(huán)評公示相關(guān)推薦
鄂ICP備17016276號-1