Overview/Description
Today in America, the emphasis is on service. Health care organizations, insurance agencies, investment brokers, and accountants sell services rather than products. As the popularity of the Internet increases, all companies are forced to focus on service through company web sites that put them into direct contact with customers. Customer satisfaction--and quality--is quickly becoming the value-added feature that can make or break a product or a company.
To satisfy customers and give them the quality they want, you need to look at how services and products are viewed by customers. This means asking customers what they want and then tuning your operations to generate these results. This means becoming more customer driven.
This course presents an overview of customer-driven process improvement. Simple examples will encourage you to try the approach in your own company.
Target Audience
Managers at all levels, supervisors, staff members, team leaders