Efqm 5b lisa chemnitz

1,336 views

Published on

Published in: Business, Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,336
On SlideShare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
18
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Efqm 5b lisa chemnitz

  1. 1. by Lisa Chemnitz 3rd semester IB student Dresden, 08/11/10 5 PROCESSES5 PROCESSES
  2. 2. Outline 1. What‘s behind the topic? 2. Linkages 3. International relevance 4. Approaches 5. RADAR 6. Conclusion 08/11/2010 2 Products and Services are developed to create optimum value for customers
  3. 3. 1. What’s behind the topic?  Definition: Customer value The difference between what a customer gets from a product, and what he or she has to give in order to get it.  aim: profit = satisfaction of customers through 1) excellent Marketing Management 2) Quality Process Management with customer focus 08/11/2010 Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 3 http://www.businessdictionary.com/definition/customer-value.html#ixzz14LGntSyk
  4. 4. 2. Linkages 08/11/2010 Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 4 Enablers Results Innovation and Learning Leadership People Policy and Strategy Partnerships & Resources Processes People Results Customer Results Society Results Key Performance Results Quelle: Skript Dr. Jörg Klukas
  5. 5. 3. International relevance due to globalisation very high importance  open markets  image and profit global difference of - customer needs and wants in different countries - usage patterns - customer service 08/11/2010 Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 5
  6. 6. A p p r o a c h a) creating a marketing concept  leads to an optimized process  customer satisfaction  profit 08/11/2010 Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 6 p r o d u c t
  7. 7. A p p r o a c h b) Customer training for employees  guarantees an excellent service employees in customer service once a year interactive course employee gets confronted with customer related situations  telephone etiquette  defusing anger and stress control  interpersonal communication strategies 08/11/2010 Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 7 s e r v i c e
  8. 8. c) customer survey  getting customer feedback and new ideas shortly after launching a product questions like... How satisfied ore you with the product/service? How likely are you to buy from us again? How likely are you to recommend our product/service? … options: face2face per telephone per Email 08/11/2010 Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 8 A p p r o a c h c u s t o m e r
  9. 9. 5. RADAR Customer survey 08/11/2010 Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 9 required RESULTS -fulfilled/exceeded customer’s expectations - innovation - turnover Plan and develop APPROACHES - set up a customer survey - define questions - select an evaluation team DEPLOY Approach - implementation Assess and Refine Approaches and Deployment -evaluation - derivation of possible innovations/improvements - develop new product and process
  10. 10. 6. Conclusion 08/11/2010 Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 10 Factors of influence for growth
  11. 11. 08/11/2010 Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 11 Thank you for your attention!
  12. 12. Sources  Picture 1st slide: http://www.mr-maschinenservice.de/assets/images/Zahnraeder_4_gif.gif  http://books.google.de/books? id=fwLT9q7e10gC&pg=PA84&lpg=PA84&dq=international+relevance+customerfocus&source=bl&ot s=sagZ7Prxzf&sig=x1uB7lfkj3K- 38A1IRLKxviMlIg&hl=de&ei=MyrTTLqnFcOXOom29aAP&sa=X&oi=book_result&ct=result&resnum =4&ved=0CCoQ6AEwAw#v=onepage&q&f=false  http://www.efqm.org/en/Home/tabid/36/Default.aspx  http://www.g-cem.org/eng/content_details.jsp?contentid=2068&subjectid=101  http://www.traincustomerservice.com/  Globe: http://www.andoo.de/bilder/46949953b4bd1.gif  Skript International Human Resources Management Dr. Jörg Klukas  http://www.philgerbyshak.com/pg-com/wp-content/uploads/2009/11/customer_focus.jpg  http://marketingandsalesguru.com/wp-content/uploads/2010/07/Marketing-Tactics-Turning- Satisfied-Customers-into-Loyal-Customers.jpg 08/11/2010 Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 12

×