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CE
FICCI
CE
American Express
FICCI
CE
It must serve to identify customers and determine their requirements. It must define measures of success with which the performance of Amex can be judged It must indicate the extent of customer satisfaction in absolute terms as well as relative to its competitors
FICCI
CE
Market research teams Customer group/segmentation Competitive analysis/ differentiating factors Environmental scan New products / emerging market research
FICCI
CE
FICCI
CE
Customer satisfaction measurement Competitive comparisons Dissatisfaction analysis Post -installation survey
FICCI
CE
Listen to customer continuously and not at discreet intervals. Keep comment cards at high volume locations.
FICCI
CE
FICCI
CE
Process each transaction with speed, accuracy and consistency. Use technology to speed up communications and cut cycle-time. Delegate specified decision making powers down the line.
FICCI
CE
FICCI
CE
FICCI
CE
Philosophy of 3 joys
The company believes that it is imperative to establish a trust relationship in which employees and customers can share a common joy through the experience of the service and products which Honda provides. They call it the philosophy of 3 joys.
FICCI
CE
3 Joys
Honda works to ensure that their products results in 3 joys : Joy for people who buy them Joy for those who sell them and Joy for people who produce them
FICCI
CE
Quality objective
Maintaining an international viewpoint, we are dedicated to supplying products of the highest efficiency yet at a reasonable price for worldwide customer satisfaction.
FICCI
CE
Each individual shares a common target of meeting customer expectations. The organization integrates the capabilities of every employee to accomplish the assignment, without big variance between plan and result. In other words, every one is trained to pursue the highest efficiency and effectiveness.
FICCI
CE
FICCI
CE
The basic principle of TQM at Honda is to narrow the gap between the Target and Status-quo. In order to achieve the target the company makes the initial plan, implements the plan, analyzes the outcome of the implementation and recognizes a new problem and finally improves the process of operation. When the company progresses through one cycle of PDCA, the gap between the target and the status quo becomes narrower. The process is repeated till the plan is achieved.