OM02_Customer课件.ppt

Understand The Customer;Transform Enterprise Methodology; Understand the Customer ;Who Are your Customers?;Why do your customers buy from you?;Why do your customers buy from your competition?;What are the demographics and categories of your customers?;We Wear Three Hats;Chain Of Customers;Appreciation of Customer; Understand the Customer ;Determine Customer Needs;Kano Model;Intangible Wants;Kano Model;Kano Model;Kano Model;Kano Model;Hearing The Voice Of The Customer;Customer Research;Customer Experience;Moment Of Truth;Customer Experience;Example - Initiating A Loan;Estimate Wants;Customer Wants;Communicate With Customer; Understand the Customer ;Customer-Driven Quality Cycle;Measuring Customer Satisfaction;Example: The Olive Garden;Example: The Olive Garden;Performance-Importance Analysis;House Of Quality;House of Quality;Competitive Analysis;Competitive Analysis;Team Activity 1;Team Activity 2;Data Interpretation.; ; ;Performance-Importance Analysis Discussion Question 4.15;Discussion Question 4.15 Solutions as provided by Evans and Lindsay 5th Edition;Problem 4.16;Problem 4.16;Problem 4.16;Performance-Importance Analysis Discussion Question 4.16;Discussion Questions 4.16 Solutions as provided by Evans and Lindsay 5th Edition