Professional Documents
Culture Documents
Quality in Customer-Supplier Relationships: Quality & Performance Excellence, 8 Edition
Quality in Customer-Supplier Relationships: Quality & Performance Excellence, 8 Edition
Quality in Customer-Supplier Relationships: Quality & Performance Excellence, 8 Edition
Quality in Customer-
Supplier Relationships
S
Outline
2
Why are customers
important?
3
Customers
4
The Value of Customers
5
Deming’s Emphasis on Customers
6
Customer-Supplier Chain
7
Is satisfaction the same as
loyalty?
8
Business Case for Customer Focus
12
Suppliers and the Product
Development Process
13
Principles for Customer-Supplier
Relationships
14
Practices for Dealing With Customers
Focus groups
Field intelligence
Complaint analysis
17
Use Customer Information
18
Measure Customer Satisfaction,
Loyalty, and Engagement
19
Measure Customer Satisfaction,
Loyalty, and Engagement
20
Net Promoter Score
21
Manage Customer Relationships
23
Service Standards
24
Exploit CRM Technology (1 of 2)
28