PPT Slide

Traditional organizations

Customer-driven organizations

Product and service planning

• Short-term focus

• Reactionary management

• Management by objectives

• Long-term focus

• Prevention-based management

• Customer-driven strategic planning process

Measure of performance

• Bottom-line financial results

• Quick returns on investment

• Customer satisfaction

• Market share

• Long-term profitability

• Quality orientation

• Total productivity

Attitudes toward customers

• Customers are irrational and a pain.

• Customers are a bottleneck to profitability.

• Voice of the customer is important

• Professional treatment and attention to customers are required.

Quality of products and services

• Provided according to organizational requirements

• Provided according to customer requirements and needs

Marketing focus

• Seller’s market

• Careless about lost customers

• Increased market share and financial growth achieved through customer satisfaction.

Process management approach

• Focus on error and defect detection

• Focus on error and defect prevention

Product and service delivery attitude

• It is OK for customers to wait for products and services.

• It is best to provide fast-time-to-market products and services

People orientation

• People are the source of problems and are burdens on the organization.

• People are an organization’s greatest resource.

Basis for decision making

• Product-driven

• Management by opinion

• Customer-driven

• Management by data

Attitudes toward customers

• Hostile and careless

• “Take it or leave it” attitude

• Courteous and responsive

• Empathic and respectful attitude

Improvement strategy

• Crisis management

• Management by fear and intimidation

• Continuous process improvement

• Total process management

Mode of

operation

• Career-driven and independent work

• Customers, supppliers, and process owners have nothing in common

• Management-supported improvement

• Teamwork between suppliers, process owners, and customers practiced.

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