Customer satisfaction by soban3

VIEWS: 55 PAGES: 19

									OUTLINE OF CLASS
 
 

Four pillars of TQM Importance of Productivity Techniques to improve productivity Customer satisfaction & Measurement

FOUR PILLARS OF TQM
 
 

Customer Satisfaction Systems Management Employee Empowerment Importance of HR, Culture & Team building

HOW TO ENHANCE PRODUCTIVITY
 


Improve basic process by research and development Improve and provide new plant, equipment, and machinery Implement the quality systems and standards

HOW TO ENHANCE PRODUCTIVITY
  

Improve existing methods and procedures Improve the planning of work and the use of manpower Increase the overall effectiveness of employees

HOW TO ENHANCE PRODUCTIVITY
 
  



Total Productive Maintenance Check Sheet Cause and Effect Analysis Pareto Diagram JIT 5-S

Quality improvement brings Customer Satisfaction
Ideas for Today and Tomorrow

What is Customer Satisfaction?


It is the degree to which the customer’s experience of a service or product matches her expectations.

Customer needs
customer satisfaction

company offers

Why Customer Satisfaction








The most important asset of any organization is its customers. An organization’s success depends on how many customers it has, how much ‘they buy, and how often they buy. Customers that are satisfied will increase in number, buy more, and buy more frequently. Satisfied customers also pay their bills promptly, which greatly improves cash flow— the lifeblood of any organization What value a customer gives to the company product.

6 Steps to increase customer Satisfaction



 




Respond to Messages Promptly & Keep Your Clients Informed Be Friendly and Approachable Have a Clearly-Defined Customer Service Policy Attention to Detail (also known as 'The Little Niceties') Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out Honour Your Promises

Who is the Customer?


External customer
one who uses the product or service, the one who purchases the product or service, or the one who influences the sale of the product or service. An external customer exists outside the organization and generally falls into three categories: current, prospective, and lost customers.

Who is your customer


Internal Customer
An internal customer is just as important. Every function, whether it be engineering, order processing, or production, has an internal customer— each receives a product or service and, in exchange, provides a product or service. every person in a process is con-sidered a customer of the preceding operation. Each worker’s goal is to make sure that the quality meets the expectations of the next person. When that happens throughout the manufacturing, sales, and distribution chain, the satisfaction of the external customer should be assured.

Customer Perception of Quality
 
  



Performance Features Service Warranty Price Reputation

Customer feed back
    


Comment Card Customer Questionnaire Toll-Free Telephone Numbers Customer Visits The Internet and Computers Employee Feedback

Why Feedback
    

Discover customer dissatisfaction. Discover relative priorities of quality. Compare performance with the competition. Identify customers’ needs. Determine opportunities for improvement.

HALEEB MILK CASE
 

feed back @ HALEEB FOODS

 

 


 

HALEEB FOODS has following methods for customer complaints and comments Toll free number 0800-135-00 E-mail Complaints@HALEEBfoods.com Comments@HALEEBfoods.com Online through website www.HALEEBfoods.com For General Inquiry 042-111-111-135 HALEEB also involves his employees during feed back.

Measurement of Customer Satisfaction




Customer satisfaction index is used for the customer satisfaction. This is a mathematical tool.

CSI
 
  



Parameters Weight age according to customer (A) Score (evaluation) (B) C = A1/avg of column A D = B*C CSI = AVG D

CONCEPTUAL QUESTIONS
  

Calculate the CSI of a restaurant If the CSI is improved, then productivity is also improved. Comment on this Narrate the importance of systems in any company

•Thanks for bearing me ! Questions


								
To top