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Developing and Implementing A Kaizen Based Customer Care Strategy

The document discusses three management ideas for developing a Kaizen-based customer care strategy: cultural change, the learning organization, and strategic planning. Cultural change involves empowering individuals and sharing knowledge. The learning organization uses participative policy making and rewards flexibility. Strategic planning focuses on earning profit through customer satisfaction and transforming the organization into a learning culture.

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Rameez Ramzan Ali
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© Attribution Non-Commercial (BY-NC)
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Download as PPT, PDF, TXT or read online on Scribd
88 views

Developing and Implementing A Kaizen Based Customer Care Strategy

The document discusses three management ideas for developing a Kaizen-based customer care strategy: cultural change, the learning organization, and strategic planning. Cultural change involves empowering individuals and sharing knowledge. The learning organization uses participative policy making and rewards flexibility. Strategic planning focuses on earning profit through customer satisfaction and transforming the organization into a learning culture.

Uploaded by

Rameez Ramzan Ali
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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CHAPTER 10

DEVELOPING AND
IMPLEMENTING A
KAIZEN BASED
CUSTOMER CARE
STRATEGY
THREE MANAGEMENT
IDEAS

 CULTURAL CHANGE
 THE LEARNING
ORGANIZATION
 STRATEGIC PLANNING
CULTURAL CHANGE
 The ROLE relationship
 The changing ‘ETHOS’ allowing
individuals to grow and expand
 Empowerment leads to authority
and satisfaction
 Knowledge is no more
(exclusive) power
 Staff can manage themselves
THE LEARNING
ORGANIZATION
 Learning approach to strategy: Suggestion
and implementation
 Participative policy making
 Informing: Open information system
 Formative accounting and control
 Mutual adjustments between departments
 Reward flexibility
LEARNING ORG. cont
 Adaptable structure
 Boundary workers as environmental
scanners
 Intra and inter organizational
learning
 Learning culture and climate
 Self development opportunities for
all
STRATEGIC PLANNING
 Earn profit through customer satisfaction
 Develop appropriate value framework
 Transform the organization to a laearning
/Kaizen organization
 Encapsulate the vision in an encompassing
customer focused strategy
STR. PLANNING cont
 Developing a strategy
 Developing a Kaizen
culture
 Developing a customer
care approach

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