文档介绍：“Hot topics” Seminar Portsmouth Business School 21 June 2006 Strategy: where do you start to improve pany?
Professor Michael Kaye
Emeritus Professor of Operations and Quality Management
University of Portsmouth
1
Overview of presentation
Customer value petitiveness: latest research findings
Customer Value Management as petitive strategy
Transforming anisation using “Lean Methods”
essful implementation of a Customer Value Strategy
2
The Evolution of Quality
STRATEGIC
QUALITY
MANAGEMENT
QUALITY
ASSURANCE
QUALITY
CONTROL
INSPECTION
1900 1920 1930 1940 1950 1960 1970 1980 1990 2000
COMPETITIVE
SQM
3
Evolution of quality
Competitive mix
Quality emphasis in 1980’s
Strategic Quality emphasis in 1990’s
Competitive Quality emphasis in 21st century
Design
Fitness for purpose
Integrated application of technologies
Building in the voice of the customer
Reliability
Right first time “to be the best”
Right every time “ahead of the best”
Reputation as role model for best practice in anticipating customer needs accurately
Productivity
Performance/operational costs
Life-time costs/economic access to new technology
Strategic partnerships enhance responsiveness and optimise resources
Delivery and dependability
5 star response to repeat orders
Matching customer’s strategic milestones
Predicting customer needs
Service (after sales)
Prompt after sales
Continuous support
Relationship management on-going
Promotional follow-up
Build up customer confidence
Build up customer mitment
Strategic alliances with customers to enhance
petitiveness
Customer Value
Management Strategy
4
Latest research findings into customer value petitiveness
5
Organisations involved in the research
70+ organisations
Cross-section anisations operating in public, private and voluntary sectors
(including manufacturing, service, defence, health, criminal justice, high-technology, central and local government)
Small, medium and anisations
Geographical scope of operation