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Module5:CUSTOMERSATISFACTIONINSTRUCTOROVERVIEWObjectivesAftercompletingthismodule,participantswillbeableto:Relate“customer”and“customersatisfaction”toQuality.Definecustomer.Identifyinternalandexternalcustomer.Calculatevalueofyourinternalandexternalcustomer.AgendaSectionStrategyEstimatedTimeI.IntroductionLecture5II.WhoAreYourCustomers?Lecture15III.UnderstandingCustomersandTheirWantsLecture/Discussion30IV.CustomerChainsLecture10V.Summary565MaterialsListHardwareOverheadProjectorOverheadScreenFlipchartsSuppliesOverheadsCS-1toCS-14FlipchartmarkersOverheadmarkersOtherStrategyPlanner©1992ARTHURANDERSEN&CO,SCAllRightsReserved.Module5:CustomerSatisfaction12/94Page1111q:\aaic\mfg\qms\training\simulate\cu_sat.pptCUSTOMERSATISFACTIONCUSTOMERSATISFACTIONCUSTOMERSATISFACTIONMODULE:OBJECTIVESMODULE:OBJECTIVESMODULE:OBJECTIVESDefineCustomerDefineCustomerDefineCustomerIdentifyinternalandexternalIdentifyinternalandexternalIdentifyinternalandexternalcustomerscustomerscustomersCalculatethevalueofyourCalculatethevalueofyourCalculatethevalueofyourinternalandexternalinternalandexternalinternalandexternalcustomercustomercustomerCS-1I.Introduction(5minutes)State:Beforewebeginthismodule,let’sdiscussbrieflyyourreactionstothesimulationAfterthismodule,wewilldistributeyourteam’sdecisions.Ask:Howdiditgo?Whatwereyourreactionstothesimulation?Didthissimulationmirrorreality?Solicitvariousresponses.PresentoverheadCS-1.Allowparticipantstimetoreadtheobjectives.Ask:Whatquestionsdoyouhaveregardingthemoduleobjectives?TellparticipantsthatdeterminingcustomerneedsiscriticalforQualitybecauseQualityisdefinedbythecustomer.Pointto“UnderstandCustomerWants”onthewallchart.©1992ARTHURANDERSEN&CO,SCAllRightsReserved.Module5:CustomerSatisfaction12/94Page2222q:\aaic\mfg\qms\training\simulate\cu_sat.pptCUSTOMERCUSTOMERCUSTOMERAnyonewhoisimpactedbyAnyonewhoisimpactedbyAnyonewhoisimpactedbytheproduct,serviceortheproduct,serviceortheproduct,serviceorprocess.Customersmaybeprocess.Customersmaybeprocess.Customersmaybeexternalorinternal.externalorinternal.externalorinternal.CS-2II.WhoAreYourCustomers?(15minutes)State:Sincewewillbefocusingonthecustomer,let’sreviewthedefinitionofcustomer.PresentoverheadCS-2.State:Thisdefinitionincludesbothexternalandinternalcustomers.Satisfiedinternalcustomersmakeforsatisfiedexternalcustomers.Ifaninternalcustomer'sneedsarenotmet,itisdifficultforthatinternalcustomertomeetandexceedhis/hercustomer'sneeds,andultimatelytheexternalcustomer'sneeds.Manyorganizationshavereplaced“customers”with“stakeholders”toimplythatmanypeopleimpacttheproductorprocess.©1992ARTHURANDERSEN&CO,SCAllRightsReserved.Module5:CustomerSatisfaction12/94Page3333q:\aaic\mfg\qms\training\simulate\cu_sat.pptQUESTIONSTOIDENTIFYQUESTIONSTOIDENTIFYQUESTIONSTOIDENTIFYYOURCUSTOMERSYOURCUSTOMERSYOURCUSTOMERSWhoreceivesyourproducts?Whoreceivesyourproducts?Whoreceivesyourproducts?WithwhomdoyoucomeinWithwhomdoyoucomeinWithwhomdoyoucomeincontact?contact?contact??CS-3II.WhoAreYourCustomers?(cont.)PresentoverheadCS-3.State:Wehavenumerouscustomers.Toidentifywhoareyourcustomers,askthesetwoquestions.Ask:Usingthesetwoquestions,howmanycustomersdoyouthinkyouhave?Solicitvariousresponses.Ask:Howwillyourinteractionswithindividualschangewhenyouviewthemascustomersasopposedtosubordinates,vendors?etc.?Solici...