Topic 8 A Customer Focused Organization以评估和持续不断的改善来提升绩效.pptVIP

* * * * * Avoiding Pitfalls避开陷阱 Measures that don’t focus on strategy 评估偏离策略的事情 No accountability 无问责性 Too many initiatives 计划太多 Forgetting larger organizational 忽略了更重要的机构驱动因子 drivers Lack of discipline 无纪律 Insulating researchers and managers 在学术沟通问题上与研究及管理 from scholarly communication issues 人员缺乏沟通 No action without a plan, no plan without data 无计划，无行动；无数据，无计划 c Rick Luce, HKUL, May 2009 c Customer focus: 以客为先 Satisfaction, loyalty, value-added 满意度，忠诚度，为顾客创造价值 2. Product quality: 产品质量 E.g., accessibility, usability, accuracy, completeness 例如：可及性，可用性，准确性，完整性 3.