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Provided by: Serebra Learning Corporation Customer Focused Management |
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Training
Provided by Serebra Learning Corporation
Sam Walton, founder of Wal-Mart, is reputed to have said, "There is only one boss the customer. And he can fire everybody in the company from the chairman on down simply by spending his money somewhere else." Effective quality management processes focus on the customer. In today's global marketplace, customers have more choices than ever before. To achieve success, it is vital for enterprises to accurately identify the wants, needs, and expectations of their customers.This course explores the relationship between the treatment of internal customers and the impact on external customers. It examines techniques used to identify and segment external customers, while anticipating customer priorities, needs, and expectations. Strategies for incorporating customer service principles are also analyzed. It is aligned with the Quality Management Division of the American Society for Quality's Certification Handbook and is designed to assist learners as part of their preparation for the ASQ Certified Manager of Qua Corporate directors of quality, quality managers and executives involved with quality at the organizational or departmental level within an organization, as well as quality consultants and candidates preparing to take the ASQ exam
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Customer Focused Management
Audience
Corporate directors of quality, quality managers and executives involved with quality at the organizational or departmental level within an organization, as well as quality consultants and candidates preparing to take the ASQ exam
Topics
Objectives
- Internal Customers
- identify key concepts in the customer-supplier value chain
- identify a definition of quality level agreement (QLA)
- identify ways to energize internal customersWorking with External Customers
- sequence the steps in a process for working with external customersIdentifying and Segmenting Customers
- recognize examples of segmentation variables
- identify best practices in customer identification and segmentationCapturing the Voice of the Customer
- identify the advantages and disadvantages of using surveys, interviews, and focus groups to capture the voice of the customerQFD and the Voice of the Customer
- identify the steps involved in the QFD approach to capturing and translating customer requirementsHandling Complaints
- identify the characteristics of an effective complaint-handling systemCustomer Value Analysis
- identify the steps involved in customer value analysisBasic Customer Service Principles
- identify steps for improving customers' pe
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
