by Lisa Chemnitz3rd semester IB student

Dresden, 08/11/10

5 5 PROCESSESPROCESSES

Outline

1. What‘s behind the topic?2. Linkages3. International relevance

4. Approaches

5. RADAR

6. Conclusion

08/11/2010 2Products and Services are developed to create optimum value for customers

1. What’s behind the topic? Definition: Customer value

The difference between what a customer gets from a product, and what he or she has to give in order to get it.

aim: profit = satisfaction of customers through1) excellent Marketing Management2) Quality Process Management with

customer focus

08/11/2010

Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 3

http://www.businessdictionary.com/definition/customer-value.html#ixzz14LGntSyk

2. Linkages

08/11/2010

Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 4

Enablers Results

Innovation and Learning

Leadership

People

Policy andStrategy

Partnerships& Resources

Processes

People Results

CustomerResults

SocietyResults

KeyPerformanceResults

Quelle: Skript Dr. Jörg Klukas

3. International relevancedue to globalisation very high importance

open markets image and profit

global difference of - customer needs and wants in different countries- usage patterns- customer service

08/11/2010

Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 5

Approach

a) creating a marketing concept

leads to an optimized process customer satisfaction profit

08/11/2010

Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 6

product

Approach

b) Customer training for employees

guarantees an excellent service

employees in customer service once a yearinteractive courseemployee gets confronted with customer related

situations telephone etiquette defusing anger and stress control interpersonal communication strategies

08/11/2010

Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 7

serv ice

c) customer survey

getting customer feedback and new ideas

shortly after launching a productquestions like...

How satisfied ore you with the product/service?How likely are you to buy from us again?How likely are you to recommend our product/service? …

options: face2faceper telephoneper Email

08/11/2010

Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 8

Approach

customer

5. RADARCustomer survey

08/11/2010

Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 9

required

RESULTS-fulfilled/exceeded customer’s expectations- innovation- turnover

Plan and develop

APPROACHES- set up a customer survey- define questions- select an evaluation team

DEPLOYApproach

- implementation

Assess and RefineApproaches and Deployment-evaluation- derivation of possible innovations/improvements- develop new product and process

6. Conclusion

08/11/2010

Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 10

Factors of influence for growth

08/11/2010

Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 11

Thank you for your attention!

Sources Picture 1st slide:

http://www.mr-maschinenservice.de/assets/images/Zahnraeder_4_gif.gif http://books.google.de/books?

id=fwLT9q7e10gC&pg=PA84&lpg=PA84&dq=international+relevance+customerfocus&source=bl&ots=sagZ7Prxzf&sig=x1uB7lfkj3K-38A1IRLKxviMlIg&hl=de&ei=MyrTTLqnFcOXOom29aAP&sa=X&oi=book_result&ct=result&resnum=4&ved=0CCoQ6AEwAw#v=onepage&q&f=false

http://www.efqm.org/en/Home/tabid/36/Default.aspx http://www.g-cem.org/eng/content_details.jsp?contentid=2068&subjectid=101 http://www.traincustomerservice.com/ Globe: http://www.andoo.de/bilder/46949953b4bd1.gif Skript International Human Resources Management Dr. Jörg Klukas http://www.philgerbyshak.com/pg-com/wp-content/uploads/2009/11/

customer_focus.jpg http://marketingandsalesguru.com/wp-content/uploads/2010/07/Marketing-Tactics-

Turning-Satisfied-Customers-into-Loyal-Customers.jpg

08/11/2010

Products and Services are developed to create optimum value for customers - Lisa Chemnitz IB 3rd semester - 12