Professional Documents
Culture Documents
CUSTOMER FOCUS
IN THE PUBLIC SECTOR
Vision
Efficient
Processes
Strategic Plans
Leaders
Staff
Trustworthy
Trustworthy
Trusting of Others
Trusting of Others
Approachable, Inspiring Collaborative, Committed
Customer Focus
3-2
Teamwork
Recognition
Empowered Staff
Quality Processes
Data Analysis
Problem Solving
Measurement Systems
Identifying Customers
Understanding Customer-Defined
Quality
Giorgio Merli (1990) --- Total Manufacturing
Management
- The customer must be the organizations top
priority
- Reliable customers are the most important --buy repeatedly from the organization and feel the
satisfaction via their purchases
- Customers satisfaction is ensured by producing
high-quality products --- satisfaction implies
continual improvement
4
Identifying Customers
Need/Requirements in the
Public Sector
among
internal
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12
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Building Customer
Satisfaction Vs.
Strategizing Customer
Loyalty
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- Expected Quality
What the customer assumes will be received from the
good or service.
What is the role of producer?
- Actual Quality
The outcome of the process and what is delivered to the
market.
What should be expected by producer?
-
Perceived Quality
Perception by comparing expectations (expected quality)
with actual quality.
What are the consequences?
Perceptions are not always accurate.
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Six steps
practices:
for
customer-oriented
groups and
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4.
5.
Effective
processes.
6.
Measure customer
improvement.
complaint
management
satisfaction
for
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Global perception
Based on the evaluation of an organization.
Positive --- loyalty.
23
Loyalty behaviors
Measured through defection rate of
customers
and
business-volume-bycustomer rate.
Financial outcomes
Affected by several key factors.
Market share; reduced costs; employee
attitudes; profit; and shareholder value.
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Characteristics of a
Customer Focused
Public Organization
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seven
Quick Quote
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