TQM CUSTOMER FOCUS 1

Topics: Management, Customer, Organization Pages: 17 (417 words) Published: April 17, 2015
: TOTAL QUALITY & CHANGE
MANAGEMENT

COVERAGE



Introduction – What is customer focus and our
understanding of the concept



Discussion – Why organizations lack customer focus
in Fiji?



Our case studies:-



How this can be overcome?



Arguments raised and discussed



Conclusion
You'll never have a product or price
advantage again. They can be easily
duplicated, but a strong customer
culture cant be copied.
Jerry Fritz

INTRODUCTION
o

What is Customer Focus?



To put it simply :- In a customer focused
organization, leadership, people, processes
,products and services are customer aligned to
deliver the exceptional customer experience.



It is more than just “Customer Service”.

Make a customer not a sale

Katherine Barchetti

WHY ORGANISATIONS LACK CUSTOMER FOCUS IN
FIJI
Current Organisational Orientation

customer

custome
r

Inward Out
Mentality
“Product
Centricity”

customer
cu

custome
r

WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Current Toxic Organisational Culture:Leadership & Managements Attitude Towards Staff

WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Current Organisational Culture


Internally charged



Politically charged

Customer service is not a department,
it’s everyone’s job.

Anonymous

WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Negative Organisation
Culture

Shareholder value

Towards Customers

Executive salary & perks

$$$$ Profits $$$$

Expansion plans
Over head controls
Streamline operations
Efficiency
Production outputs
KPI,/Sales budgets & targets
employee needs
Customer needs

WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Ignorance And the Silence Of The Customer

The ultimate tragedy is
not the oppression and
cruelty by the bad people
but the silence over that
by the good people

Martin Luther King

CASE STUDIES


Morris Hedstrome Supermarket- Laucala
Beach Branch



Fiji Police Force- Valelevu Police Station



Ministry of Commerce

HOW CAN THIS BE OVERCOME?
By Changing Our Organization's Orientation Models
customer

customer

Outward In
Mentality
“Customer
Centricity”

customer

custome
r

HOW CAN THIS BE OVERCOME?

The
Importance
Of A
Customer
Focus Culture

CULTURE eats
STRATEGIES
for
Breakfast
Lunch
Dinner
Peter Drucker

HOW CAN THIS BE OVERCOME?
Vibrant Organisational Culture Based On Customer
Focus
Open Culture

Externally Oriented

HOW CAN THIS BE OVERCOME?

Empowere
d
employee
Engaged

Happy
employee

employee
Deliver
exceptional
customer
experience

HOW CAN THIS BE OVERCOME?

Customer experience


Should be competence based






NOT a function

A customer centric culture should
give birth to customer centric
process
Over a period of time these will be
ingrained in the organisational
culture.

WHY ITS IMPORTANT FOR AN ORGANIZATION TO
BE CUSTOMER FOCUSED

CONCLUSION

Customer Focused Organisation Culture
Happy-EmpoweredEngaged Employees

Open & Externally
Oriented Culture

Exceptional Customer Experience
Loyalty

Recommendation

Customer Retention/Growth
Increased Sales

Increased Profits

REFERENCES:

www.thetrainingbank.com
 www.forbes.com
 www.blogmarket1.com
 www.google/imagesearch
 www.amazon.com
 www.apple.com
 www.wikipedia.org


THE END



References: www.thetrainingbank.com
 www.forbes.com
 www.blogmarket1.com
 www.google/imagesearch
 www.amazon.com
 www.apple.com
 www.wikipedia.org

THE END
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