Four Strategies To Create Outstanding Customer Experience. 4 strategies, 3 company areas, many cross-functional relations, ONE common denominator: PROVIDING OUTSTANDING CUSTOMER EXPERIENCE. ALWAYS!

1. Four Strategies To Create
Outstanding
Customer Experience
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2. Cross-functional relations Lean Six Sigma strategy to develop the
culture of continuous improvement, to
overview reduce and to eliminate any kind of waste,
to improve the quality of products/services
and to improve Customer satisfaction.
1 Brand Communication fostering a
communication strategy where the
LSS Customer is the main focus for any
commercial and marketing activity and
where the goal is to open a direct
communicaton channel with each
Customer.
4 CM BC 2 Job Definition Format: a JDF strategy
to improve global efficiency within the
graphic company, to facilitate inter-
departmental communication by
connecting business and production areas
JDF within a single integrated workflow.
Content Management strategy to cut
3 down production and management costs,
to reduce production/delivery deadlines, to
optimize resources and to improve global
efficiency in communication/marketing
operations.
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3. Strategy & Management Area
Lean Six Sigma: implement a Lean
Six Sigma project to develop the new
1 culture of continuous improvement.
LSS Advantages:
- to reduce and to eliminate wastes,
- to eliminate process variation,
- to increase profit margins,
- to have faster and shorter sales
4 CM BC 2 cycles,
- to improve flexibility,
- to maximaze efficiency,
- to optimize resources,
- to optimize all processes (business/
JDF production),
- to improve the quality of products/
services,
3 - to improve Customer satisfaction.
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4. Brand Communication area
Brand Communication to enhance a
new communication strategy.
1
Advantages:
LSS - to communicate directly with
customers,
- to reduce marketing costs,
- to ensure effective communication,
- to increase efficiency,
4 CM BC 2 - to improve Customer satisfaction.
JDF
3
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5. ICT area - applicable only to Printing and Graphic Arts
Job Definition Format: to develop a
JDF project to create an integrated
1 workflow of all company areas.
LSS Advantages:
- to integrate information/data flow,
- to speed up production and delivery,
- to increase process efficiency,
- to improve the quality of products/
4 CM BC 2 services,
- to ensure better communication,
- to improve Customer satisfaction.
JDF
3
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6. ICT area
Content Management implement a
project to consolidate the company’s
1 competitive margins.
LSS Advantages:
- to reduce production and
management costs,
- to reduce the time-to-market of
marketing and communication
4 CM BC 2 projects,
- to optimize resources,
- to share and to modify data
efficiently,
- to speed up production and delivery
JDF deadlines,
- to improve the efficiency of
communication,
3 - to improve web content distribution
efficiency,
- to improve Customer satisfaction.
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7. 4 strategies, 3 company areas, many cross-functional
relations, ONE common denominator:
PROVIDING OUTSTANDING CUSTOMER EXPERIENCE.
ALWAYS!
1
LSS
Strategy &
Management
4 CM BC 2 Brand
Communication
JDF ICT (only Graphic Arts)
3 ICT
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8. www.lucaleonardini.com