持续改进实施第7次课讲解

持续改进实施ImplementContinousImprovement侯松作者精品PPT演讲者广东食品药品职业学院健康管理资源库6.Customer(page56)

Informationfromcustomers,orfromthecustomer’sperspectiveorganizationcancollect,monitorandreviewcustomerdatausinginternalreportsorproactivelygatheringinformationQuality顾客对产品质量是否满意,承诺是否兑现,是否有投诉Logisticdata物流数据,物品是否有及时送到,运送有多快Customerdesires顾客对产品的设计,风格,功能等是否满意Supportfunctions支持服务是否到位,例如售后服务,咨询中心,支持服务可否进一步改善Thecustomers客户是否会回头，会不会吸引新的客户，已有客户会买的更多吗？2顾客满意调查:1.产品质量：a.品质b.包装c.使用性2.购销过程：a.接待b.程序c.价格和付款3.相关服务：a.运输b.问题处理c.技术支持和服务3顾客对处理结果的满意度投诉未处理（-5）；投诉处理，客户不满意（-5）；投诉处理，客户不太满意（-3）；投诉处理，客户基本满意（-1）；投诉处理，客户满意（0）；投诉处理，客户很满意（+2），42007年台湾麦当劳顾客满意度调查结果56787.Marketplace(page57)marketplacedatashowshowacompanyrateoncertainmeasurescomparedtoitscompetitorsindividualproductrankings(sales,customeropinion)marketsharedatamarketsharedataofcompetitors98.Communityinformation社区信息EnvironmentalimpactstudiesCommunitysurveysOrganization’spublicimageevaluations10UsingtechnologytomonitorandreviewprogressComputerizedsystemsandsoftware:databases;projectmanagementandwordprocessingsystemsTelecommunicationsdevices:telephone,video,emailandweb-basedsystemsWorkplace-specifictechnology:systemsindoctors’surgeries;systemsinstalledinlibraries;securitysystems11ImplementingthechangesWhowillthechangesaffect?Isthechangesomethingthatneedstobecommunicatedoutsideyourteam?Doyouneedapprovaltomakethechanges?Whatinformationdoyouneedtocollectanddocumentinordertosupporttheneedforchange?Inanydocumentationyouprepareorindiscussionsyouhaveontheissues,areyousurethefulleffectoftheproblemisclearlyexplained?122.2ImprovingcustomerservicethroughcontinuousimprovementTheimportanceofgoodcustomerserviceWhoareyourcustomers?⒈Internalcustomers⒉ExternalcustomersMatchingtheservicetocustomerneedsFindoutmoreaboutcustomerserviceContinuousimprovementandserviceperformanceMeasuringandimprovingthequalityofservice132.3FormulatingandcommunicatingrecommendationsforadjustmentsFormulatingrecommendations:resultofidentifyingan