Customer oriented O1
Customer oriented O1
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The sustainability of an Organization can only pass through the satisfaction of its customers.
The sustainability of an Organization can only pass through the satisfaction of its customers.
The meaning and responsibility of treating "the one who pays us" (or "the next in the value chain") as her/his best friend must be given to all.
The meaning and responsibility of treating "the one who pays us" (or "the next in the value chain") as her/his best friend must be given to all.
1- Learn
1- Learn
Trainings
Trainings
Customer relations training (decathlon academy)
French Training by CCU to indentify users needs (here)
Inspirations
To go further, this article by McKinsey... suggests that we take advantage of the current economic crisis to re-check what our customers really want... and to adapt our responses in line with the means at our disposal and the new needs of our customers (August 2022)
2- Evaluate
2- Evaluate
The deliverables of this OPEX line in their version 11.2 will be available from mid-July 2022
until then you can refer to version 11
❶ The external customers of the organization have been identified, and are visible on the field.
❷ Teammates know who they are :
- Name of the customers
- Customers products / customers service
❸ The organization measures and follow up the satisfaction of its external customers.
No need to assess if the requierments from C to B are validated.
❶ The organization has formalized several methods to collect each customers feedback.(At least twice per year). The organization sets up an action plan based on the external customers feedback.
No need to assess if the requierments from C to B are validated.
❷ The customers feedbacks or data are communicated to the teammates
❶ All departments enquire the satisfaction of their internal and external customers (At least twice a year).
❷ Each departments set up an action plan based on the internal and external customers feedback.
❸ Teammates are involved in the implementation of the action plan.
❹ The action plan is bringing improvement of customer satisfaction.
❶ The main external customer(s) is/are involved in strategical and tactical decisions of the organization.
❷ Main customers are participating to the update of the company project.
3-Copy to improve
3-Copy to improve
Good practices and inspirations will arrive soon, do not hesitate to share the good practices of your Organization by sharing them on Google Currents
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