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Objectives
Quality
Definition
1. Conformance
Specifications
2. Fitness for Use
3. Value for Price paid
4. Support Services provided
5. Psychological criteria
to
Quality
Manufacturing vs. Service Organizations
1. The definition of quality differs between
manufacturing organizations and service
organization.
2.
Quality Management
Evolution
. Early 20th century- Quality management
was about inspecting products to check for
compliance to specifications
.
1940s/WWII- Quality management was
about using statistical sampling techniques
to evaluate quality, and quality charts to
monitor production processes
Evolution
1960s- Quality was seen as
encompassing the whole organization, not
just the production process
Late 1970s-1980s- Quality as defined by
the customer, Quality as a competitive
advantage
CRM
Customer
Management
Relationship
CRM
Elements of a Successful CRM
Initiatives
1. People- Everyone in a company,
from the CEO to every customer
service
representative,
must
support CRM
2. Process- Business processes must
be reengineered to bolster its CRM
initiative
(often
from
the
perspective of How can this
CRM
Elements of a Successful CRM
Initiatives
3.
Technologythe
right
technology must be selected to
drive the improved processes,
provide the best data to the
employees, and be easy enough
to operate that users wont balk
CRM
Why some CRM Initiatives Fail:
1.