Beruflich Dokumente
Kultur Dokumente
Shobhit Chandak
Customer Satisfaction
XEROX
•We shall never be 100% satisfied until you are too
•A very satisfied customer is worth 10 times as much
as a satisfied customer
Highly Satisfied Customers
Stakeholders
•Stakeholders
Processes
•Resources
TOP- MAN
FRONTLINE PEOPLE AGEM
ENT
CUSTOMERS
Ghost shopping
Product Monetary
value cost
Service Time
Value cost
Personal Energy
value cost
Image Psychic
value cost
Delivering customer value
And satisfaction
ma
rg
in
Technology development
procurement
Support activities
service
Inbound operations Outbound Markg
logistics logistics And
in
sales
rg
Ma
Primary activities
Cost Advantage and the Value
Chain
Porter identified cost drivers related to
value chain activities:
• Economies of scale-Decreased per unit
cost as output increases.
• Learning
• Capacity utilization
• Linkages among activities
• Interrelationships among business units
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