TQM CUSTOMER FOCUS 1 
: TOTAL QUALITY & CHANGE
MANAGEMENT
COVERAGE
Introduction – What is customer focus and our understanding of the concept
Discussion – Why organizations lack customer focus in Fiji?
Our case studies:-
How this can be overcome?
Arguments raised and discussed
Conclusion
You 'll never have a product or price advantage again. They can be easily duplicated, but a strong customer culture cant be copied.
Jerry Fritz
INTRODUCTION o What is Customer Focus?
To put it simply :- In a customer focused organization, leadership, people, processes
,products and services are customer aligned to deliver the exceptional customer experience.
It is more than just “Customer Service”.
Make a customer not a sale
Katherine Barchetti
WHY ORGANISATIONS LACK CUSTOMER FOCUS IN
FIJI
Current Organisational Orientation
customer
custome r Inward Out
Mentality
“Product
Centricity”
customer cu custome r WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Current Toxic Organisational Culture:Leadership & Managements Attitude Towards Staff
WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Current Organisational Culture
Internally charged
Politically charged
Customer service is not a department, it’s everyone’s job.
Anonymous
WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Negative Organisation
Culture
Shareholder value
Towards Customers
Executive salary & perks
$$$$ Profits $$$$
Expansion plans
Over head controls
Streamline operations
Efficiency
Production outputs
KPI,/Sales budgets & targets employee needs
Customer needs
WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Ignorance And the Silence Of The Customer
The ultimate tragedy is not the oppression and cruelty by the bad people but the silence over that by the good people
Martin Luther King
CASE STUDIES
Morris Hedstrome Supermarket- Laucala
Beach Branch
Fiji Police Force- Valelevu Police Station
Ministry of Commerce
HOW CAN THIS BE OVERCOME?
By Changing Our Organization 's
MANAGEMENT
COVERAGE
Introduction – What is customer focus and our understanding of the concept
Discussion – Why organizations lack customer focus in Fiji?
Our case studies:-
How this can be overcome?
Arguments raised and discussed
Conclusion
You 'll never have a product or price advantage again. They can be easily duplicated, but a strong customer culture cant be copied.
Jerry Fritz
INTRODUCTION o What is Customer Focus?
To put it simply :- In a customer focused organization, leadership, people, processes
,products and services are customer aligned to deliver the exceptional customer experience.
It is more than just “Customer Service”.
Make a customer not a sale
Katherine Barchetti
WHY ORGANISATIONS LACK CUSTOMER FOCUS IN
FIJI
Current Organisational Orientation
customer
custome r Inward Out
Mentality
“Product
Centricity”
customer cu custome r WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Current Toxic Organisational Culture:Leadership & Managements Attitude Towards Staff
WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Current Organisational Culture
Internally charged
Politically charged
Customer service is not a department, it’s everyone’s job.
Anonymous
WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Negative Organisation
Culture
Shareholder value
Towards Customers
Executive salary & perks
$$$$ Profits $$$$
Expansion plans
Over head controls
Streamline operations
Efficiency
Production outputs
KPI,/Sales budgets & targets employee needs
Customer needs
WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Ignorance And the Silence Of The Customer
The ultimate tragedy is not the oppression and cruelty by the bad people but the silence over that by the good people
Martin Luther King
CASE STUDIES
Morris Hedstrome Supermarket- Laucala
Beach Branch
Fiji Police Force- Valelevu Police Station
Ministry of Commerce
HOW CAN THIS BE OVERCOME?
By Changing Our Organization 's
References: www.thetrainingbank.com www.forbes.com www.blogmarket1.com www.google/imagesearch www.amazon.com www.apple.com www.wikipedia.org THE END