Purpose - Self-evaluation Ensure the needs and issues of all your Customers are clearly defined and understood, and that your people are systematically finding new ways to serve them better. In planning improvement in any aspect of management, it is vital to have a clear understanding of both the start-point and the end-point; of where you currently are and where you want to be. The following simplified scale is offered as a means to think through your answers to these questions. The scale is set over five points, with the best situation reflected at the top of the scale (as reflected in the diagram below right). The descriptions of each step in the scale are further amplified in the text below. In using the scale we suggest that you think through your answers to the following questions: Where is your company currently? How do you know? To what stage do you want your company to develop? Why, what will be the benefits? What actually needs to happen to close the gap? Are you willing to drive it?

Fast Perspectives: (click below for an oversight) Case studies of success Managing by Design - a handbook of Systematic Mgt. (purchase on line) Transforming performance through QFD (insight) Testimonials on systematic management Navigation: (for Purpose) Overview Principles Tools

Knowledge and desire to ensure delight: The team have moved beyond the concept of merely satisfying the customer to one of delighting them. This means that they know so much about the customers and their issues that they anticipate & support the customer in ways the customer hadn't even though of. Systematic focus on Customer Satisfaction: The team have developed a systematic approach to ensure that all their customers are satisfied. They see the weakness in relying on individual efforts, and have established targets and measures of customer satisfaction which result in regular process re-design. Clear desire to satisfy Customers: All the individuals of the team now understand that success in their role is about the difference that they make to their Customers. They have taken this to heart, and have taken steps to seek customer feedback and to respond to that feedback by changing their approach. Customer awareness is evident: Team members are aware of the concept of customers, and can identify who their customers actually are. They can now relate what they do to the reason ‘why’ they do it, and the difference that good or poor quality (in product or service) makes to the customer. Largely task rather than role focus: Team members may be aware of who receives the work that they do, but they do not yet see them to be valid judges of the quality of that work. People tend to conform to what they have been instructed and to do the tasks they have been set, with little reference to the impact these may have on the customer.   Home - Load frames - About us - Resources - Contact us © Tesseract Management Systems Ltd 2003