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Not Necessarily.
Why?
Because the customer also examines his total
If P < E
If P = E
If P > E
Satisfied/Delighted
P=Performance
E=Expectation
Dissatisfied
Satisfied
Highly
Value Chain
Value chain: a tool for identifying was to create more
Firm Infrastucture
In
bound
logistic
s
Operatio
n
Out
bound
logistics
Marketi
ng &
Sales
r
Se
Primary Activities
e
c
i
v
Ma
rg
in
in
rg
Ma
S
A
V
Competition is
Between networks,
not Companies.
the winner is the
company with
the better network
DuPont
(Fibers)
Miliken
(Fabric)
Levis
(Apparel)
Sears
(Retail)
Customer
1. Get cross-departmental
2.
3.
4.
5.
participation in planning
and managing the customer satisfaction and
retention process.
Integrate the voice of customers in all business
decisions.
Organize and make accesible a database of
information on individual customer needs,
preferences, contacts, purchase frequency and
satisfaction.
Make it easy for customers to reach approriate
company personel and express their needs,
perceptions, and complaints.
Run award programs recognizing outstanding
employees.