The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "From Ichiban to Kaizen".
The document provides an overview of the automobile industry in India and customer satisfaction. It discusses the importance of customer satisfaction and maintaining close relationships with customers. It then lists 7 tips for providing good customer service: 1) Encourage face-to-face interactions; 2) Respond promptly and keep customers informed; 3) Be friendly and approachable; 4) Have a clear customer service policy; 5) Provide attention to detail with small gestures; 6) Anticipate customer needs and go out of your way to help; 7) Honor your promises. The document also includes sections on the scope, need, objectives and research methodology of a study on customer satisfaction of Hero MotoCorp customers.
Company with Mission to help Indian Industry to make a mark on Global turf by grooming the overall Offering to its Consumers. At Vivaan we believe each Industry is potentially Star Performer, the need is to unleash the latent talent and harness the creativity in each member of the organization.
Vivaan is committed to be instrumental in changing the life in each Individual it touches - by igniting the spark & fan the burning desire to improve the quality of life for them self and people around.
Asian Paints implemented a new release of SAP CRM to enhance its business processes that support its home solutions offering. It took a two-phased approach over six months, first porting existing CRM functionality and then configuring additional processes. Strong project governance and training helped ensure a smooth transition. The new SAP CRM provided a 360-degree view of customers and stakeholders to improve marketing, sales, and service efforts.
This document provides information about an assignment solving service and sample assignments for various business courses.
It introduces www.smusolvedassignments.com which offers to solve assignments for Rs. 250 per subject. Contact details are provided.
Sample assignments are then listed for courses like Business Economics, Information Systems for Managers, Management Theory and Practices, etc. The assignments cover topics like cost calculation, market equilibrium, elasticity of demand, change management, motivation theories, and more.
Finally, contact details are repeated, encouraging students to get in touch for solved assignments.
This document provides information about an assignment solving service where assignments can be solved for Rs. 250 per subject. It lists the website URL and email address to contact for this service, and provides sample assignments from various business-related courses that could be solved, covering topics like economics, information systems, management, marketing, law, and statistics. The assignments include numerical problems, long-form questions, and case studies requiring analysis and explanation. This document aims to advertise an assignment solving service by showcasing sample assignments it can complete for students.
The document provides details about a project analyzing customer satisfaction with Asian Paints Ltd. It discusses Asian Paints' history, profile, products, and strategies for satisfying customers. A questionnaire was prepared to understand how satisfied customers are after using Asian Paints products, whether they are willing to remain loyal customers, and to identify areas for improvement.
Hyundai conducted a customer satisfaction survey of 80 recent car buyers from Beeaar Hyundai dealership in Gorakhpur. Most customers were satisfied with their Hyundai vehicle and the post-sales service. However, some felt prices could be lower and improvements were needed for certain services. The majority preferred Hyundai for its mileage, features and prices. To improve customer retention and generate new sales, Hyundai offers a referral program providing coupons to customers who refer new buyers. The findings will help Hyundai enhance products, services and understand customer needs and expectations better.
This document provides an overview of marketing concepts like the marketing mix and Boston Matrix. It discusses how the marketing mix involves the four Ps - product, price, place, and promotion. The Boston Matrix categorizes products into stars, cash cows, question marks, and dogs based on their market share and market growth. The document also examines Maggi noodles as a case study, detailing its origins and success in India through targeting mothers and children. Key learning objectives are explained at the start and end.
The document provides an overview of the automobile industry in India and customer satisfaction. It discusses the importance of customer satisfaction and maintaining close relationships with customers. It then lists 7 tips for providing good customer service: 1) Encourage face-to-face interactions; 2) Respond promptly and keep customers informed; 3) Be friendly and approachable; 4) Have a clear customer service policy; 5) Provide attention to detail with small gestures; 6) Anticipate customer needs and go out of your way to help; 7) Honor your promises. The document also includes sections on the scope, need, objectives and research methodology of a study on customer satisfaction of Hero MotoCorp customers.
Company with Mission to help Indian Industry to make a mark on Global turf by grooming the overall Offering to its Consumers. At Vivaan we believe each Industry is potentially Star Performer, the need is to unleash the latent talent and harness the creativity in each member of the organization.
Vivaan is committed to be instrumental in changing the life in each Individual it touches - by igniting the spark & fan the burning desire to improve the quality of life for them self and people around.
Asian Paints implemented a new release of SAP CRM to enhance its business processes that support its home solutions offering. It took a two-phased approach over six months, first porting existing CRM functionality and then configuring additional processes. Strong project governance and training helped ensure a smooth transition. The new SAP CRM provided a 360-degree view of customers and stakeholders to improve marketing, sales, and service efforts.
This document provides information about an assignment solving service and sample assignments for various business courses.
It introduces www.smusolvedassignments.com which offers to solve assignments for Rs. 250 per subject. Contact details are provided.
Sample assignments are then listed for courses like Business Economics, Information Systems for Managers, Management Theory and Practices, etc. The assignments cover topics like cost calculation, market equilibrium, elasticity of demand, change management, motivation theories, and more.
Finally, contact details are repeated, encouraging students to get in touch for solved assignments.
This document provides information about an assignment solving service where assignments can be solved for Rs. 250 per subject. It lists the website URL and email address to contact for this service, and provides sample assignments from various business-related courses that could be solved, covering topics like economics, information systems, management, marketing, law, and statistics. The assignments include numerical problems, long-form questions, and case studies requiring analysis and explanation. This document aims to advertise an assignment solving service by showcasing sample assignments it can complete for students.
The document provides details about a project analyzing customer satisfaction with Asian Paints Ltd. It discusses Asian Paints' history, profile, products, and strategies for satisfying customers. A questionnaire was prepared to understand how satisfied customers are after using Asian Paints products, whether they are willing to remain loyal customers, and to identify areas for improvement.
Hyundai conducted a customer satisfaction survey of 80 recent car buyers from Beeaar Hyundai dealership in Gorakhpur. Most customers were satisfied with their Hyundai vehicle and the post-sales service. However, some felt prices could be lower and improvements were needed for certain services. The majority preferred Hyundai for its mileage, features and prices. To improve customer retention and generate new sales, Hyundai offers a referral program providing coupons to customers who refer new buyers. The findings will help Hyundai enhance products, services and understand customer needs and expectations better.
This document provides an overview of marketing concepts like the marketing mix and Boston Matrix. It discusses how the marketing mix involves the four Ps - product, price, place, and promotion. The Boston Matrix categorizes products into stars, cash cows, question marks, and dogs based on their market share and market growth. The document also examines Maggi noodles as a case study, detailing its origins and success in India through targeting mothers and children. Key learning objectives are explained at the start and end.
The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "Customer Focus".
The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "Customer Champions".
The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "Customer Feedback".
The document provides an overview of the key components that make up an organization's customer promise. It discusses 9 ingredients that are part of the customer promise: 1) level of customer involvement, 2) product design, 3) consistency, 4) service standards, 5) efficiency, 6) managing constraints, 7) resolving conflicts, 8) impressives, and 9) valuing customer-facing employees. It uses examples from companies like McDonalds, British Airways, and Jo Malone to illustrate how these different aspects can impact customer satisfaction when delivered effectively or ineffectively. The overall message is that meeting customer expectations across all these dimensions is essential to fulfilling an organization's promise to its customers.
Kaizen is a Japanese philosophy that focuses on continuous improvement of processes in business. The goals of Kaizen are to improve quality, reduce costs, and improve delivery timelines (QCD), which aligns with Western business goals. Kaizen utilizes suggestion systems to involve employees in identifying and solving problems at various organizational levels. Suggestions are evaluated based on criteria like the number of meetings held, participation rates, and the use of improvement tools. While Western and Japanese idea management systems originally differed, Kaizen concepts have been successfully adopted by some American companies by blending Kaizen with techniques like just-in-time production and total quality management.
This document discusses the need for companies to adopt Total Quality Management (TQM) techniques in order to remain competitive. It notes that customers now have more options and are more knowledgeable, forcing companies to improve quality, customer satisfaction and innovation. TQM focuses on reducing defects, improving productivity and customer service, and continuous innovation. The five key principles of TQM are concentrating on customers, doing things right the first time, continuous improvement, effective communication and education, and working together towards quality goals. Adopting a TQM approach helps ensure business success and survival in today's challenging marketplace.
The document discusses keeping customers as the central focus for any business. It provides 7 steps to putting customers first: 1) Make customer service core values and mission, 2) Create customer-friendly systems, 3) Describe all jobs in terms of customer experience, 4) Meet customer needs and solve their problems, 5) Make the customer experience enjoyable, 6) Get to know customers through ongoing dialogue, 7) Manage the entire customer journey from initial contact to post-purchase reflection. The conclusion emphasizes that customers are the sole reason a business exists and ultimate determinant of its success.
Kano Model What Is It and It’s Relation to Six Sigma.pptxMindCypress .
The Kano Model stands out as a powerful tool for understanding and prioritizing customer needs and preferences in quality management.
Resource: https://www.mindcypress.com/blogs/quality-management/kano-model-what-is-it-and-it-s-relation-to-six-sigma
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Customer Style" and will show you how you can develop your own unique brand of customer service. will show you how you can develop your own unique brand of customer service.
This document discusses concepts related to customer relationship management (CRM). It covers the CRM cycle process of converting existing customers into loyal customers using the IDIC (Identity, Differentiate, Interact, Customize) framework. It also discusses the ladder of loyalty and how prospects become customers, clients, supporters, advocates and partners. Finally, it describes different types of bonds for building customer relationships, including financial, social, customization and structural bonds. The goal is to educate on building long-term customer loyalty and retention through effective CRM strategies and relationship building.
The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "Tests and Assessments".
This document summarizes a book about continuous improvement (kaizen) in the workplace. It discusses how kaizen has contributed to Japan's competitive success through small, incremental improvements over time. Kaizen emphasizes low-cost approaches and constant improvement involving managers and workers. The book explains major kaizen concepts like management's role in maintenance and improvement, following the PDCA cycle, and putting quality first. It has been widely accepted globally and helped many organizations succeed through philosophies of continuous incremental progress.
The document provides information about getting fully solved assignments for various marketing courses from an assignment help service. It includes 6 sample marketing assignments related to evaluating airline service quality, importance of physical evidence and word of mouth for health services, role of non-monetary costs in pricing services, demand and supply challenges for a tours and travel company, product support services for automatic washing machines, and explaining the service marketing mix using educational services as an example. Students are instructed to contact the service by email or phone call to get their assignments solved.
The document provides an overview of the business model canvas framework, which describes a business model using nine blocks that cover four key areas: customers, offer, infrastructure, and financial viability. The nine blocks are: customer segments, value propositions, channels, customer relationships, revenue streams, key resources, key activities, key partnerships, and cost structure. Each block of the business model canvas is defined and described in one or two sentences.
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "From Ichiban to Kaizen" and will show you how to adopt customer service strategies that will put you ahead of your competitors.
This document provides information on various training workshops conducted by Bob Seshadri to improve business and sales skills. It describes workshops on customer experience, CRM, business preparation, CEO selling skills, and retail sales training. The customer experience workshop focuses on enhancing the customer experience and increasing customer satisfaction and retention. The CRM workshop teaches how to develop customer relationship programs to optimize long-term value. The business preparation workshop outlines skills needed to succeed in today's competitive business environment. The CEO selling skills workshop discusses why CEOs need selling skills. And the retail sales training workshop provides techniques for skills like qualifying prospects, presenting products, handling objections, and closing deals.
Lean is a methodology focused on eliminating waste and adding value for the customer. It is based on five principles: identifying value, mapping the value stream, optimizing flow, establishing a pull system, and pursuing perfection. Lean aims to respect people and continuously improve by removing eight types of waste - transportation, inventory, motion, waiting, overproduction, overprocessing, defects, and underutilized skills. Key lean tools include 5S, gemba walks, kaizen blitzes, lead time reduction, one piece flow, charts, value stream maps, and visual controls. Accountants can help organizations implement lean through supporting teams, problem-solving, and creating an environment for continuous improvement.
The document discusses various aspects of customer satisfaction including:
1. The importance of understanding customer needs and meeting them through quality products and services at reasonable prices.
2. Models like the Teboul model and Kano's model for understanding what customers perceive as satisfying or dissatisfying.
3. Methods for collecting customer feedback to better understand needs and priorities and identify opportunities for improvement.
4. The importance of treating internal departments as customers to ensure smooth business processes and high external customer satisfaction.
The document provides an overview of copywriting including defining what copywriting is, the essential elements of good advertisement copy, and persuasive copywriting techniques. Specifically, it defines copywriting as composing headings, subheadings, and body copy for advertisements. It identifies credibility, attention-grabbing elements, assured benefits, brevity and clarity as essential for good advertisement copy. It also outlines 10 persuasive techniques copywriters can use including identifying reader benefits, using stories and social proof, explaining reasons to buy, and offering guarantees.
Business Survival Strategies: Why a Human-Centric Approach to Your Business i...Spodek & Co.
Learn how to apply a human-centric strategic approach to your business, recruitment, and marketing efforts during periods of disruption.
Here's what you need to know
How are you and your business coping in the age of COVID-19?
We’re all having to adapt at an unprecedented pace in order to survive. How your business responds to the pandemic has the potential to reflect on your company for years to come. Three experts in business, recruitment and marketing will discuss approaches to:
Understanding the difference between culture and performance culture and why both are important
Navigating the complexity of human resources and recruitment during a crisis
Defining your brand today while building customer loyalty for the future
Apply these tips and strategies today and be prepared for future disruptions.
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "Customer Focus".
The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "Customer Champions".
The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "Customer Feedback".
The document provides an overview of the key components that make up an organization's customer promise. It discusses 9 ingredients that are part of the customer promise: 1) level of customer involvement, 2) product design, 3) consistency, 4) service standards, 5) efficiency, 6) managing constraints, 7) resolving conflicts, 8) impressives, and 9) valuing customer-facing employees. It uses examples from companies like McDonalds, British Airways, and Jo Malone to illustrate how these different aspects can impact customer satisfaction when delivered effectively or ineffectively. The overall message is that meeting customer expectations across all these dimensions is essential to fulfilling an organization's promise to its customers.
Kaizen is a Japanese philosophy that focuses on continuous improvement of processes in business. The goals of Kaizen are to improve quality, reduce costs, and improve delivery timelines (QCD), which aligns with Western business goals. Kaizen utilizes suggestion systems to involve employees in identifying and solving problems at various organizational levels. Suggestions are evaluated based on criteria like the number of meetings held, participation rates, and the use of improvement tools. While Western and Japanese idea management systems originally differed, Kaizen concepts have been successfully adopted by some American companies by blending Kaizen with techniques like just-in-time production and total quality management.
This document discusses the need for companies to adopt Total Quality Management (TQM) techniques in order to remain competitive. It notes that customers now have more options and are more knowledgeable, forcing companies to improve quality, customer satisfaction and innovation. TQM focuses on reducing defects, improving productivity and customer service, and continuous innovation. The five key principles of TQM are concentrating on customers, doing things right the first time, continuous improvement, effective communication and education, and working together towards quality goals. Adopting a TQM approach helps ensure business success and survival in today's challenging marketplace.
The document discusses keeping customers as the central focus for any business. It provides 7 steps to putting customers first: 1) Make customer service core values and mission, 2) Create customer-friendly systems, 3) Describe all jobs in terms of customer experience, 4) Meet customer needs and solve their problems, 5) Make the customer experience enjoyable, 6) Get to know customers through ongoing dialogue, 7) Manage the entire customer journey from initial contact to post-purchase reflection. The conclusion emphasizes that customers are the sole reason a business exists and ultimate determinant of its success.
Kano Model What Is It and It’s Relation to Six Sigma.pptxMindCypress .
The Kano Model stands out as a powerful tool for understanding and prioritizing customer needs and preferences in quality management.
Resource: https://www.mindcypress.com/blogs/quality-management/kano-model-what-is-it-and-it-s-relation-to-six-sigma
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Customer Style" and will show you how you can develop your own unique brand of customer service. will show you how you can develop your own unique brand of customer service.
This document discusses concepts related to customer relationship management (CRM). It covers the CRM cycle process of converting existing customers into loyal customers using the IDIC (Identity, Differentiate, Interact, Customize) framework. It also discusses the ladder of loyalty and how prospects become customers, clients, supporters, advocates and partners. Finally, it describes different types of bonds for building customer relationships, including financial, social, customization and structural bonds. The goal is to educate on building long-term customer loyalty and retention through effective CRM strategies and relationship building.
The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "Tests and Assessments".
This document summarizes a book about continuous improvement (kaizen) in the workplace. It discusses how kaizen has contributed to Japan's competitive success through small, incremental improvements over time. Kaizen emphasizes low-cost approaches and constant improvement involving managers and workers. The book explains major kaizen concepts like management's role in maintenance and improvement, following the PDCA cycle, and putting quality first. It has been widely accepted globally and helped many organizations succeed through philosophies of continuous incremental progress.
The document provides information about getting fully solved assignments for various marketing courses from an assignment help service. It includes 6 sample marketing assignments related to evaluating airline service quality, importance of physical evidence and word of mouth for health services, role of non-monetary costs in pricing services, demand and supply challenges for a tours and travel company, product support services for automatic washing machines, and explaining the service marketing mix using educational services as an example. Students are instructed to contact the service by email or phone call to get their assignments solved.
The document provides an overview of the business model canvas framework, which describes a business model using nine blocks that cover four key areas: customers, offer, infrastructure, and financial viability. The nine blocks are: customer segments, value propositions, channels, customer relationships, revenue streams, key resources, key activities, key partnerships, and cost structure. Each block of the business model canvas is defined and described in one or two sentences.
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "From Ichiban to Kaizen" and will show you how to adopt customer service strategies that will put you ahead of your competitors.
This document provides information on various training workshops conducted by Bob Seshadri to improve business and sales skills. It describes workshops on customer experience, CRM, business preparation, CEO selling skills, and retail sales training. The customer experience workshop focuses on enhancing the customer experience and increasing customer satisfaction and retention. The CRM workshop teaches how to develop customer relationship programs to optimize long-term value. The business preparation workshop outlines skills needed to succeed in today's competitive business environment. The CEO selling skills workshop discusses why CEOs need selling skills. And the retail sales training workshop provides techniques for skills like qualifying prospects, presenting products, handling objections, and closing deals.
Lean is a methodology focused on eliminating waste and adding value for the customer. It is based on five principles: identifying value, mapping the value stream, optimizing flow, establishing a pull system, and pursuing perfection. Lean aims to respect people and continuously improve by removing eight types of waste - transportation, inventory, motion, waiting, overproduction, overprocessing, defects, and underutilized skills. Key lean tools include 5S, gemba walks, kaizen blitzes, lead time reduction, one piece flow, charts, value stream maps, and visual controls. Accountants can help organizations implement lean through supporting teams, problem-solving, and creating an environment for continuous improvement.
The document discusses various aspects of customer satisfaction including:
1. The importance of understanding customer needs and meeting them through quality products and services at reasonable prices.
2. Models like the Teboul model and Kano's model for understanding what customers perceive as satisfying or dissatisfying.
3. Methods for collecting customer feedback to better understand needs and priorities and identify opportunities for improvement.
4. The importance of treating internal departments as customers to ensure smooth business processes and high external customer satisfaction.
The document provides an overview of copywriting including defining what copywriting is, the essential elements of good advertisement copy, and persuasive copywriting techniques. Specifically, it defines copywriting as composing headings, subheadings, and body copy for advertisements. It identifies credibility, attention-grabbing elements, assured benefits, brevity and clarity as essential for good advertisement copy. It also outlines 10 persuasive techniques copywriters can use including identifying reader benefits, using stories and social proof, explaining reasons to buy, and offering guarantees.
Business Survival Strategies: Why a Human-Centric Approach to Your Business i...Spodek & Co.
Learn how to apply a human-centric strategic approach to your business, recruitment, and marketing efforts during periods of disruption.
Here's what you need to know
How are you and your business coping in the age of COVID-19?
We’re all having to adapt at an unprecedented pace in order to survive. How your business responds to the pandemic has the potential to reflect on your company for years to come. Three experts in business, recruitment and marketing will discuss approaches to:
Understanding the difference between culture and performance culture and why both are important
Navigating the complexity of human resources and recruitment during a crisis
Defining your brand today while building customer loyalty for the future
Apply these tips and strategies today and be prepared for future disruptions.
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
This document is a collection of 25 illustrations of skyscrapers from major cities around the world. It includes images of skylines from cities like Chicago, New York, Hong Kong, Dubai, and Shanghai. The images can be used freely for presentations, documents, and commercial work as long as attribution is provided. The collection provides a variety of skyscraper and cityscape photos that can be used to illustrate topics related to architecture, urban planning, and cities.
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
This document provides 25 stock images that can be used for presentations, training materials, and commercial work. The images cover a variety of themes and are sourced from Creative Commons licensed photos on Flickr. Each image is accompanied by its source URL and license information to ensure proper attribution. Users are free to incorporate the images into their work and modify them if permitted by the license. The collection aims to offer diverse visuals to illustrate various topics.
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
This document provides 25 images that can be used for training, presentations, and commercial work. The images cover various topics related to sharing, such as sharing a meal, sharing knowledge, and sharing a drink. The images come from sources with Creative Commons licenses that allow for commercial use. Attribution is provided for each image. Users are free to use the images in their documents and presentations and can modify them if permitted by the license.
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
The Power Pics series from ManageTrainLearn and Slide Topics is a large collection of images for you to use in your documents, presentations, and commercial work. Each presentation gives you a single theme with 25 carefully-chosen images which you can then download to use in your work. You can use them to enhance the look of a slide, to create a mood, for a touch of drama, emotion, or wonder, to illustrate a topic, or as an effective background. If the license allows, you can use them to create new images and slides of your own. Of course, you can also just sit back, browse through them, and enjoy them as they are. Where presentations are concerned, great images are priceless because every one is worth a thousand words.
www.managetrainlearn.com
3 Examples of new capital gains taxes in CanadaLakshay Gandhi
Stay informed about capital gains taxes in Canada with our detailed guide featuring three illustrative examples. Learn what capital gains taxes are and how they work, including how much you pay based on federal and provincial rates. Understand the combined tax rates to see your overall tax liability. Examine specific scenarios with capital gains of $500k and $1M, both before and after recent tax changes. These examples highlight the impact of new regulations and help you navigate your tax obligations effectively. Optimize your financial planning with these essential insights!
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A Dojo Training PPT focuses on hands-on, immersive learning to enhance skills and knowledge. It emphasizes practical experience, fostering continuous improvement and collaboration within your team to achieve excellence.
Understanding Love Compatibility or Synastry: Why It MattersAstroForYou
Love compatibility, often referred to as synastry in astrological terms, is the study of how two individuals’ astrological charts interact with each other.
Electrical Testing Lab Services in Dubai.pptxsandeepmetsuae
An electrical testing lab in Dubai plays a crucial role in ensuring the safety and efficiency of electrical systems across various industries. Equipped with state-of-the-art technology and staffed by experienced professionals, these labs conduct comprehensive tests on electrical components, systems, and installations.
Merchants from high-risk industries face significant challenges due to their industry reputation, chargeback, and refund rates. These industries include sectors like gambling, adult entertainment, and CBD products, which often struggle to secure merchant accounts due to increased risks of chargebacks and fraud.
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Regarding security, implementing robust security measures such as secure payment gateways, two-factor authentication, and fraud detection software that utilizes machine learning systems is crucial.
Webroot antivirus helps with online security. Use reliable security software to protect your devices from attacks, providing online security and quiet mind when using technology for business or work.
Pruning enhances your garden's visual appeal by keeping plants neat and well-formed. Whether you prefer a formal, structured look or a more natural, free-flowing design, regular pruning helps you achieve and maintain your desired garden style. A well-pruned garden looks cared for and can significantly improve the overall beauty of your outdoor space.
Discover How Long Do Aluminum Gutters Last?SteveRiddle8
Many people wonder how long aluminum gutters last. In this ppt, we will cover the lifetime of aluminum gutters, appropriate maintenance procedures, and the advantages of using this material for gutter installation.
Best Web Development Frameworks in 2024growthgrids
Best Web Development Frameworks: In 2024, the landscape of web development frameworks is diverse, with different frameworks excelling in various aspects such as 1. React, 2. Jquery, 3. MySQL, and 4. ASP.NET. With a strategic blend of manual testing and cutting-edge automated tools, we guarantee a flawless user experience. Partner with Growth Grids and elevate your software quality to new heights.
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The Fraud Examiner’s Report –
What the Certified Fraud Examiner Should Know
Being a Virtual Training Paper presented at the Association of Certified Fraud Examiners (ACFE) Port Harcourt Chapter Anti-Fraud Training on July 29, 2023.
Electrical Testing Lab Services in Dubai.pdfsandeepmetsuae
An electrical testing lab in Dubai plays a crucial role in ensuring the safety and efficiency of electrical systems across various industries. Equipped with state-of-the-art technology and staffed by experienced professionals, these labs conduct comprehensive tests on electrical components, systems, and installations.
METS Lab SASO Certificate Services in Dubai.pdfsandeepmetsuae
Achieving compliance with the Saudi Standards, Metrology and Quality Organization (SASO) regulations is crucial for businesses aiming to enter the Saudi market. METS Laboratories offers comprehensive SASO certification services designed to help companies meet these stringent standards efficiently. Our expert team provides end-to-end support, from initial product assessments to final certification, ensuring that all regulatory requirements are meticulously met. By leveraging our extensive experience and state-of-the-art testing facilities, businesses can streamline their certification process, avoid costly delays, and gain a competitive edge in the market. Trust METS Laboratories to guide you through every step of achieving SASO compliance seamlessly.
Bridging the Language Gap The Power of Simultaneous Interpretation in RwandaKasuku Translation Ltd
Rwanda is a nation on the rise, fostering international partnerships and economic growth. With this progress comes a growing need for seamless communication across languages. Simultaneous interpretation emerges as a vital tool in this ever-evolving landscape. When seeking the best simultaneous interpretation in Rwanda, Kasuku Translation stands out as a premier choice.
By refining the layout and replacing furnishings, people can more effectively enjoy themselves in their home environment. If you want to enhance the visual appeal of your home, then residential painting services are at your service. We take responsibility for transforming your dull spaces into vibrant ones. This PPT unveils the difference that professional painters make in elevating the look of your home.
Gujar Industries India Pvt. Ltd is a leading manufacturer of X-ray baggage scanners in India. With a strong focus on innovation and quality, the company has established itself as a trusted provider of security solutions for various industries. Their X-ray baggage scanners are designed to meet the highest standards of safety and efficiency, making them ideal for use in airports, government buildings, and other high-security environments. Gujar Industries India Pvt. Ltd is committed to providing cutting-edge technology and reliable products to ensure the safety and security of their customers.
Sustainable Solutions for Chemical Waste Disposal by Summerland Environmental...Summerland Environmental
Welcome to the presentation on Sustainable Solutions for Chemical Waste Disposal by Summerland Environmental. We will explore innovative methods and technologies for eco-friendly waste management.
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2. 2
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Ichiban to Kaizen
Customer Care
MTL Course Topics
The Course Topics series from Manage Train Learn is a large collection of topics that will help you as a learner
to quickly and easily master a range of skills in your everyday working life and life outside work. If you are a
trainer, they are perfect for adding to your classroom courses and online learning plans.
COURSE TOPICS FROM MTL
The written content in this Slide Topic belongs exclusively to Manage Train Learn and may only be reprinted
either by attribution to Manage Train Learn or with the express written permission of Manage Train Learn.
They are designed as a series of numbered
slides. As with all programmes on Slide
Topics, these slides are fully editable and
can be used in your own programmes,
royalty-free. Your only limitation is that
you may not re-publish or sell these slides
as your own.
Copyright Manage Train Learn 2020
onwards.
Attribution: All images are from sources
which do not require attribution and may
be used for commercial uses. Sources
include pixabay, unsplash, and freepik.
These images may also be those which are
in the public domain, out of copyright, for
fair use, or allowed under a Creative
Commons license.
4. 4
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Ichiban to Kaizen
Customer Care
MTL Course Topics
INTRODUCTION
The phenomenal success of Japanese manufacturing
industry in the last quarter of the 20th century can be put
down to that country's post-war determination to adopt a
strategy of quality, reliability and customer care. Using
concepts such as Ichiban and Kaizen, Japanese industry has
overtaken the West in its pre-eminence as suppliers of
goods and services. Having ignored many of the managerial
assumptions upon which Japan has built her success,
organisations in the West are now beginning to re-discover
them.
5. 5
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Ichiban to Kaizen
Customer Care
MTL Course Topics
FROM ICHIBAN TO KAIZEN
There are seven strategies that take us from the concept of
Ichiban to the concept of Kaizen in our search for customer
care.
These are...
1. Ichiban: the desire to be the best
2. seeing the organisation as a customer-serving entity
3. encouraging everyone in the organisation to focus on
their own customers
4. designing products and services around quality
5. investing in your own people to deliver excellent
customer care
6. developing systems that are flexible and fleet-of-foot
7. Kaizen: continuous and never-ending improvement of
products, services, systems and people.
6. 6
|
Ichiban to Kaizen
Customer Care
MTL Course Topics
ICHIBAN
Ichiban is a Japanese word which has no equivalent word in
English. It means "a desire to be the best". Customer-driven
organisations exhibit it throughout their ranks.
We want to be the best in our area.
We want to be the best in our region.
We want to be the best in our sector.
We want to be the best in our division.
We want to be the best in our market.
The new twist that Ichiban brings to strategic thinking is that
being the best can be achieved not by ruthless cut-price
aggressive attitudes towards competitors but by long-term,
strategic and persistent attention to customers.
7. 7
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Ichiban to Kaizen
Customer Care
MTL Course Topics
BENCHMARKING
There are two aspects to producing a product that the
customer will be happy with: delivering what they want and
doing so in a cost-effective way.
Benchmarking means comparing the way you work to the
"benchmarks" set by the very best of others. These could be
other departments, other projects, other colleagues, or
your competitors - anyone who performs at the current
best.
You can benchmark how well you produce your project, to
what your efficiency ratios are, to your absentee rates, your
use of resources, or whatever.
Benchmarking is a method used in quality-conscious
Japanese companies and is reflected in this quote of Sun Tzu
in the "Art of War": "If you know your enemy and know
yourself, you need not fear the result of a hundred battles."
8. 8
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Ichiban to Kaizen
Customer Care
MTL Course Topics
BEST PRACTICE
When car makers Ford compared their North American
accounts payable function with best practice elsewhere they
found that while they employed 500 staff, their Japanese
rivals Mazda employed just 5.
Mazda did the same job but in a different way, using invoice-
less processing; payment on receipt of goods, not on receipt
of invoices; reduction in the maximum of items to three;
and the use of an on-line database.
Adapting these methods, Ford achieved a 75% reduction in
headcount and improved material and financial control.
9. 9
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Ichiban to Kaizen
Customer Care
MTL Course Topics
THE 10 COMMANDMENTS
The reason why many Japanese companies outstripped
Western products and goods in the last decades of the 20th
century was their dedication to customer quality.
In their book "The Golden Rules of Customer Care", Carl
Sewell and Paul Brown offer the following Ten
Commandments of Customer Service:
1. Bring 'em back alive
2. Systems, not just smiles
3. Underpromise, overdeliver
4. When the customer asks, the answer is always "Yes"
5. Fire your QC and PR departments
6. No complaints? Something's wrong!
7. Measure everything
8. Salaries are unfair, pay by results
9. Your Mum was right. Show others respect.
10. Japanese 'em (with quality).
10. 10
|
Ichiban to Kaizen
Customer Care
MTL Course Topics
SERVING THE CUSTOMER
Many of the industries that have declined and disappeared
in the Western world did so for one simple reason: they
took their eye off the ball. Instead of focusing on meeting
their customers' needs, they complacently settled for
meeting their own.
Kenichi Ohmae, one of the breed of Japanese management
thinkers who have fuelled that countries post-war growth,
regards customer-based strategies as the only ones that will
lead to long-term organisational success.
Simply put, the organisation is, and always will be, a
customer-serving entity.
"The customer (wherever he or she is in the world) is
equidistant from the corporate centre." (Kenichi Ohmae)
11. 11
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Ichiban to Kaizen
Customer Care
MTL Course Topics
THE GLUE THAT BINDS
In the view of many traditional organisations, power
increases as you move up the hierarchy. It is concentrated at
the very top.
In customer-focused organisations, it works the other way
round. Power is concentrated in the direction of those who
are closest to the customer.
Organisations that have a clear strategy of customer service
see customer care as the glue that binds everyone together,
whether at the top, in the background or at the coal-face.
"No matter what strategy leaders inside the organisation
devise, what customers see is at the front line." (Rosabeth
Moss Kanter)
12. 12
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Ichiban to Kaizen
Customer Care
MTL Course Topics
QUALITY RULES
When customers expect a "quality" product or service, they
expect one that will satisfy their needs.
Different management writers define "quality" in different
ways...
1. Joseph Juran defines "quality" as "fitness for purpose or
use";
2. W Edwards Deming defines "quality" as "meeting the
needs of the customer, present and future."
3. Philip Crosby defines "quality" as "conformance to
requirements"
4. Armand Feigenbaum defines "quality" as "the total
composite product and service characteristics of
marketing, engineering, manufacture and maintenance
through which the product and service in use will meet
the expectation by the customer."
13. 13
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Ichiban to Kaizen
Customer Care
MTL Course Topics
DELIVERING SERVICE
The Japanese used to take two weeks to deliver a car. In the
West, it took eight weeks.
Quality-oriented Japanese companies take the view that...
1. the customer wants and expects quality and is
disappointed if they don't get it;
2. a quality product has no defects, is reliable and fulfils its
promise;
3. the delivery of a quality product or service comes about
when everyone in the organisation is customer-focused;
4. the management style of a quality-driven organisation
has significantly different beliefs about work and
workers than a profit-driven one;
5. perfect quality is an ideal that can never be fully
attained, but is still worth striving for.
14. 14
|
Ichiban to Kaizen
Customer Care
MTL Course Topics
CORRECTING QUALITY
The corrective approach to managing quality is to rely on
picking up any problems in quality before the product or
service reaches the customer. This is the traditional way in
which businesses have approached quality.
It means...
1. inspecting the product at certain critical points for
defects
2. employing quality control inspectors
3. sampling the product as it is being produced
4. using statistical devices to allow through product that is
satisfactory and reject product that is unsatisfactory
5. finding someone to blame when the product is not up
to scratch.
The corrective approach to managing quality aims to keep
costs down. Typically corrective quality, including the costs
of the occasional poor product getting through costs
between 2 and 10% of turnover.
15. 15
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Ichiban to Kaizen
Customer Care
MTL Course Topics
PREVENTING DEFECTS
The corrective approach to managing quality is
fundamentally flawed: it betrays a mind-set that accepts the
inevitability of poor quality.
Preventative approaches to managing quality take an
opposite standpoint: to eliminate all defects or sub-standard
quality altogether.
The preventative approach to quality has the following
features...
1. it is a total approach, dealing not with just the technical
production of a product or service, but with every
aspect of the business
2. it demands the best: the best tools, the best people, the
best materials
3. it has an obsession about detail
4. it is a continuous process in which absolute quality
while never fully attainable, is continually sought.
Preventative approaches to quality typically cost at around
the 3% level; long-term benefits are incalculable.
16. 16
|
Ichiban to Kaizen
Customer Care
MTL Course Topics
RIGHT FIRST TIME
There are no prizes for coming in second where quality is
concerned; you need to produce results which are right first
time.
Product or service needs to be delivered...
• at the right time
• at the right cost
• in the right way
• according to the right system
• at the right location
• with the right specification
• following the right method.
Getting it right means working with suppliers to get the right
materials, tools and equipment; with customers to ensure
you understand what is "right" for them; with designers to
design the right way to make it and with the team to work in
the right way together.
17. 17
|
Ichiban to Kaizen
Customer Care
MTL Course Topics
ORIENTATED TO PEOPLE
People are the key factor in the complex equation that
makes a customer-driven organisation.
Technology is not enough; management is not enough. Only
by maximising the potential power of all the people who
work in the organisation can quality products and services
be consistently and reliably delivered.
"Business, we know, is now so complex and difficult, the
survival of firms so hazardous in an environment
increasingly competitive and fraught with danger that their
continued existence depends on the day-to-day mobilization
of every ounce of intelligence...Only by drawing on the
combined brainpower of all its employees can a firm face up
to the turbulence and constraints of today's environment."
(Konosuke Matsushita)
The only natural resource that the second biggest industrial
country in the world, Japan, possesses is its people.
18. 18
|
Ichiban to Kaizen
Customer Care
MTL Course Topics
FLEET OF FOOT
Serving the customer and their changing needs and
expectations means travelling light. Organisations that grow
too big and slow, like dinosaurs, lose the fleetness of foot to
adapt and change and so are brought down by those who
are quicker to see and seize the opportunities.
The strategies of customer -focused organisations aim to
make themselves adaptable; competitive; responsive;
innovative; and light-footed.
In the words of Professor Rosabeth Moss Kanter, customer-
driven firms are like giants who have learned how to dance.
19. 19
|
Ichiban to Kaizen
Customer Care
MTL Course Topics
R.I.P
.
The once-dominant British motorbike industry is no more.
The decline of the industry with once-proud names like
Norton, BSA and Triumph, was characterised by
complacency, self-satisfaction, arrogance and a belief that
because they were the best they could stay the best. Its
leaders aspired to maintaining the status quo; they saw no
reason to make better motorbikes than they already made.
By contrast, the Japanese motorbike firms of Yamaha and
Honda set themselves targets to be the best in the world.
Through early failures, but continuous and ceaseless
learning, they were able to respond to customer needs. In
one 18-month period, Honda produced 81 new models.
In the early 21st century, Honda became the 6th largest car
company in the world with sales of 120 billion dollars a year.
20. 20
|
Ichiban to Kaizen
Customer Care
MTL Course Topics
KAIZEN
Kaizen, like Ichiban, is a Japanese word that defies exact
interpretation into an English word. It is best defined as a
process of continuous improvement.
Continuous improvement means...
1. having a clear vision of where you want to be, even if it
takes years to get there
2. a willingness to make mistakes and learn from them
3. an obsession with learning
4. using the abilities of everyone in the organisation to
think about how the business can improve its service to
the customers.
In making the Civic car, Soichiro Honda undertook extensive
global research ranging across everything from driving
habits in each potential market country to road conditions
throughout the year.
21. 21
|
Ichiban to Kaizen
Customer Care
MTL Course Topics
PLANTING A GARDEN
The process of Kaizen - "continuous improvement" - has
been likened to the planting of a garden...
1. it can't happen overnight. It needs patience, constant
attention and love for the end result
2. only by continual trying and learning about what works
and what doesn't work can you improve
3. you need to become an expert about the things that
matter: the conditions for growth, the most favourable
climate, the best materials, the best tools, the best
methods...
4. you need those who work for you to be skilled at
working in the most efficient and effective way
5. there are times when you need to intervene in the
process and times when you need to stand back and
leave well alone.