持續(xù)改進實施第7次課講解

持續(xù)改進實施ImplementContinousImprovement侯松作者精品PPT演講者廣東食品藥品職業(yè)學院健康管理資源庫6.Customer(page56)

Informationfromcustomers,orfromthecustomer’sperspectiveorganizationcancollect,monitorandreviewcustomerdatausinginternalreportsorproactivelygatheringinformationQuality顧客對產(chǎn)品質(zhì)量是否滿意,承諾是否兌現(xiàn),是否有投訴Logisticdata物流數(shù)據(jù),物品是否有及時送到,運送有多快Customerdesires顧客對產(chǎn)品的設計,風格,功能等是否滿意Supportfunctions支持服務是否到位,例如售后服務,咨詢中心,支持服務可否進一步改善Thecustomers客戶是否會回頭，會不會吸引新的客戶，已有客戶會買的更多嗎？2顧客滿意調(diào)查:1.產(chǎn)品質(zhì)量：a.品質(zhì)b.包裝c.使用性2.購銷過程：a.接待b.程序c.價格和付款3.相關服務：a.運輸b.問題處理c.技術支持和服務3顧客對處理結(jié)果的滿意度投訴未處理（-5）；投訴處理，客戶不滿意（-5）；投訴處理，客戶不太滿意（-3）；投訴處理，客戶基本滿意（-1）；投訴處理，客戶滿意（0）；投訴處理，客戶很滿意（+2），42007年臺灣麥當勞顧客滿意度調(diào)查結(jié)果56787.Marketplace(page57)marketplacedatashowshowacompanyrateoncertainmeasurescomparedtoitscompetitorsindividualproductrankings(sales,customeropinion)marketsharedatamarketsharedataofcompetitors98.Communityinformation社區(qū)信息EnvironmentalimpactstudiesCommunitysurveysOrganization’spublicimageevaluations10UsingtechnologytomonitorandreviewprogressComputerizedsystemsandsoftware:databases;projectmanagementandwordprocessingsystemsTelecommunicationsdevices:telephone,video,emailandweb-basedsystemsWorkplace-specifictechnology:systemsindoctors’surgeries;systemsinstalledinlibraries;securitysystems11ImplementingthechangesWhowillthechangesaffect?Isthechangesomethingthatneedstobecommunicatedoutsideyourteam?Doyouneedapprovaltomakethechanges?Whatinformationdoyouneedtocollectanddocumentinordertosupporttheneedforchange?Inanydocumentationyouprepareorindiscussionsyouhaveontheissues,areyousurethefulleffectoftheproblemisclearlyexplained?122.2ImprovingcustomerservicethroughcontinuousimprovementTheimportanceofgoodcustomerserviceWhoareyourcustomers?⒈Internalcustomers⒉ExternalcustomersMatchingtheservicetocustomerneedsFindoutmoreaboutcustomerserviceContinuousimprovementandserviceperformanceMeasuringandimprovingthequalityofservice132.3FormulatingandcommunicatingrecommendationsforadjustmentsFormulatingrecommendations:resultofidentifyingan