Customer Delight through Process Excellenc…

TABLE OF CONTENTS INTRODUCTION .............................................................................................................. 3 INTERNAL CUSTOMERS ................................................................................................ 3 EXTERNAL CUSTOMERS ................................................................................................ 4 DIFFERENCE BETWEEN INTERNAL CUSTOMERS AND EXTERNAL CUSTOMERS...................................................................................................................... 5 CUSTOMER SERVICE....................................................................................................... 6 CUSTOMER EXPECTATIONS OF SERVICE .................................................................. 7 CUSTOMER SATISFACTION .......................................................................................... 9 CUSTOMER FOCUS GRID ............................................................................................. 10 CUSTOMER CENTRIC ORGANIZATION ................................................................... 11 IMPORTANCE OF CUSTOMER FOCUS THROUGH PROCESS EXCELLENCE..... 12 INTRODUCTION TO KAIZEN...................................................................................... 13 5S ELEMENTS: ................................................................................................................. 14 TIMWOOD: THE SEVEN DEADLY SINS OF WASTE ................................................ 16 VISUAL CONTROL......................................................................................................... 19 TOOLS AND TECHNIQUES FOR PROCESS EXCELLENCE ..................................... 19 CONCLUSION................................................................................................................. 27

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IPR belongs to Atyaasaa

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