Chapter 5 The Voice of the Customer Customer Driven Quality What is the voice of the customer? Customer –Relationship management The “Gaps” approach to Service Design Segmenting customers and markets Strategic supply chain alliances between customers and suppliers Communicating with customers Actively solicited customer feedback Passively solicited customer-feedback approaches CRM Systems Customer Driven Quality What is the voice of the customer? Customer –Relationship management
Premium Customer relationship management Customer service
was severely overhauled. The company responded by streamlining its telecommunications divisions‚ and by divesting itself of the television and PC divisions.[56] Probably the most important strategic change in Nokia’s history was made in 1992‚ however‚ when the new CEO Jorma Ollila made a crucial strategic decision to concentrate solely on telecommunications.[27] Thus‚ during the rest of the 1990s‚ the rubber‚ cable and consumer electronics divisions were gradually sold as Nokia continued to divest
Premium Nokia Mobile phone
SYSTEM CONCEPTS A system can be simply defined as a group of interrelated or interacting elements forming a unified whole. Many examples of systems can be found in the physical and biological sciences‚ in modern technology‚ and in human society. Thus‚ we can talk of the physical system of the sun and its planets‚ the biological system of the human body‚ the technological system of an oil refinery‚ and the socioeconomic system of a business organization. A system is a group of interrelated components
Premium Information systems Decision theory
March 31 2010 Vodafone had 341 million registered mobile customers and a revenue of £44‚472 million. (Vodafone 2010) Structure and Culture The structure of Vodafone (See Appendix 2) has changed in the last few years to compensate for changes in strategic implementation. The organisational structure was flattened in 2010 to accommodate Vodafone’s slim lining and
Free Mobile phone Strategic management Vodafone
International Review of Business Research Papers Vol. 4 No.3 June 2008 Pp. 35-44 Human Resource Functions And Activities In The 21st Century To Attain Competitive Advantage Andries du Plessis‚ Andrew Hobbs‚ Rebecca Marshall and Sherrol Paalvast This article reports on human resource functions and activities in the 21st century and how it should assist organisations to maintain their competitive advantage. By adding value to the organisation in which it exists‚ HR can secure its place for
Premium Human resource management Management Human resources
TOTAL QUALITY MANAGEMENT TQM is management philosophy that seeks to integrate all organizational functions i.e. marketing‚ finance‚ design‚ engineering‚ production‚ customer etc to focus on meeting customer needs and organizational objectives.TQM views an organization as a collection of processes. It maintains that organizations must always strive to continuously improve these processes by incorporating the knowledge and experiences of workers. IMPLEMENTATION OF QUALITY The implementation of
Premium Management Quality assurance Quality management
Information Technology Management CASE I How General Motors Is Collaborating Online In preparation for answering the questions‚ review the General Motors web site. Why did it take GM over four years to design a new car? Hide Answer Coordinating 20‚000 designers in 14 GM labs internationally‚ as well as the multitude of tests and over 1000 suppliers was too huge a task. Communications for collaboration was slow and severely stretched out the time-to-market. The design process
Premium Bluetooth Wi-Fi Organizational structure
Table of contents Company Choice 3 1. Determine whether this firm had a serious set-back and/or drop in earnings over the last 10 years by reading its annual reports‚ press clippings and other information sources. Explain what happened. If nothing negative has happened‚ describe what makes this company so successful 3 2. Create a balanced score card for this company; the information doesn’t have to be factual right: it is your view on the company 5 3. Fill out all four “dimensions” with
Premium Hypermarket Earnings before interest and taxes Wal-Mart
Change Management Model In this assignment‚ I will be explaining the main methods & models of managing change‚ communicating the benefits of change and the reasons as to how change relates to a business‚ agree & implement a plan to support change‚ apply SMART methods with individuals and team to plan for change‚ asses opportunities and barriers to change and then review action plans & activities according to identified opportunities and barriers to change. Explain The Main Models & Methods of Managing
Premium Management
Management Of Working Capital Introduction Working Capital-Definition Working Capital is the cash needed to pay for the day to day operation of the business. Along with long term investments ‚ business also needs funds for short-term purposes to finance current operations. Investment in short term assets like cash‚ inventories‚ debtors etc.‚ is called ‘Short-term Funds’ or ‘Working Capital’. Hence‚ the management of Working Capital is very important
Premium Inventory Balance sheet Generally Accepted Accounting Principles