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Leadership Team: Group Involvement To Improve Customer Focus

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Peter Stinson
Peter Stinson

PPT presentation to assist a consultant working with a leadership group to increase customer focus. Developed by Dave B. Rott, CWO2, USCG. This presentation is in the public domain as it was developed by the U.S. Government.

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Leadership Team Group Involvement to Improve Customer Focus
Administration & Introductions ,[object Object],[object Object],[object Object],[object Object]
Goal: ,[object Object]
To improve any work process: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
WORKING WITH CUSTOMERS ,[object Object]
Validate Customer/Supplier Groups ,[object Object],[object Object],[object Object],[object Object]
Validate Customer/Supplier Groups ,[object Object],[object Object]
Validate Customer/Supplier Groups ,[object Object],[object Object],[object Object]
Customer Requirements ,[object Object],[object Object]
Customer Requirements ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Requirements ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
SHR Customer Requirements ,[object Object]
Voice of the Customer / Customer Requirements Matrix Importance: 5 = very important, 1 = not very important Performance: 5 = excellent, 1 = poor Gap = top performance rating – performance rating Total = importance x gap Gap Total Performance Importance Quality Characteristic
Develop Customer Contact Standards ,[object Object]
Develop Customer Contact Standards ,[object Object],[object Object],[object Object],[object Object]
Develop Customer Contact Standards ,[object Object],[object Object],[object Object]
DISCUSS CUSTOMER SERVICE STANDARDS ,[object Object]
DISCUSS CUSTOMER SERVICE STANDARDS ,[object Object],[object Object],[object Object],[object Object],[object Object]
Measurements ,[object Object]
MEASUREMENT
Measurements ,[object Object]
MEASUREMENT ,[object Object]
[object Object]
[object Object],[object Object],[object Object],[object Object]
This presentation developed by Dave B. Rott, CWO2, USCG Content in this presentation was developed by the U.S. Government and is, thus, in the public domain.

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Leadership Team: Group Involvement To Improve Customer Focus

  • 1. Leadership Team Group Involvement to Improve Customer Focus
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  • 14. Voice of the Customer / Customer Requirements Matrix Importance: 5 = very important, 1 = not very important Performance: 5 = excellent, 1 = poor Gap = top performance rating – performance rating Total = importance x gap Gap Total Performance Importance Quality Characteristic
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  • 26. This presentation developed by Dave B. Rott, CWO2, USCG Content in this presentation was developed by the U.S. Government and is, thus, in the public domain.