Customer Satisfaction
Customer satisfaction is a step towards achieving performance excellence
Steps to achieve customer satisfaction
Well defined business strategy
The keys to a successful business strategy have been well defined. Lean QCD follows the concepts of competitive advantage put forward by Michael.E.Porter, the internationally recognised and followed strategy guru.
Lean QCD will not develop your strategy for you. We will define what you have already and help you to fill in any missing gaps. Using the five tests of a sound strategy we can use our experience and knowledge to help you check your offering.
We explore a well defined strategy in more detail and propose a process for checking its effectiveness in defining your strategy.
Customer recognises your value
Do your customers or prospective customers recognise the value of your product and/or service ?
Lean QCD are not experts in sales and marketing. What we can do is check if the value you think you are giving is actually being delivered. We will ensure that you have the correct measures in place and they are visualised and checked daily. This will ensure that you are deploying your strategy properly.
Your team delivers value consistently
Using our experience of managing large companies with complex management structures, we will help you to implement goal cascade and adopt empowering leadership styles. This will fully engage your people and ensure that everybody is working towards delivering customer value.
3 key stages of goal deployment:
- Align business goals to individual team and people goals
- Establish effective internal customer / supplier relationships
- Establish a company wide continuous improvement cycle
Following this process your whole business will be working towards achieving customer satisfaction.
Using effective communication the engagement can and will be sustained, with your team fully aware and tracking progress and results.
Lean QCD are jointly developing a web based software package that will give you a systemised approach to goal deployment allied to effective leadership. Please contact us for more information.
Full awareness of market changes
Your strategy needs to be stable and continuous, but this should not mean that you neglect to consider market development.
The best tactic is to be able to lead market changes. Whilst this not may always be possible, certainly having an influence through product/service innovation is extremely important.
To be able to keep ahead of the market a business needs the following:
- Good market analysis systems.
- Be at the forefront of new technology.
- Have organisational flexibility to be able to adapt whilst maintaining continuity.
- Develop expertise in your business products/service area.
- Using the above 4 points to influence the market.
Lean QCD can help you check your ability to react to market changes and improve your flexibility through strategy review and lean implementation.
This can then be fed back into your annual or bi-annual strategy review.
If you can successfully follow this process, you will achieve customer satisfaction – Lean QCD will support you all the way.
