人本西格玛TM与执行力.pptVIP

人本西格玛TM与执行力 引人深思的曲线 无形资产创造价值 “硬”数据与“软”数据 忠实客户净增对比 3 岁 3-15 岁 15岁以后 成功的秘诀 潜在优势 - 生产效率驱动关系 最重要的12道问题 在工作中, 我明确我的的工作职责 我有完成工作任务所必 需的资料与设备 在工作中，我每天都有机会发挥我的特长 在过去的7天里，我的工作受到认可或表扬 我的领导或同事们关心我 在工作单位有人鼓励我发展 公司的宗旨使我感到我的工作很重要 在工作单位，我的意见能够受到尊重 我在工作单位有一个非常要好的朋友 我的同事对质量精益求精 在过去的6个月内，单位里有人和我谈过我的工作进展 在过去的一年里，我在工作中有机会学习新东西 损失惊人 美国：3,000亿美元，3.75% GDP 日本：2,000亿美元 (20万亿日元) 新加坡：54亿新元 (提高5%增加20亿新元) 案例：内部敬业差异 公司硬数据 一条直线—满意度还有意义吗？ 四 种 顾 客 美国六大行业 完全忠实：21% 基本忠实：21% 不忠实：30% 完全不忠实：28% 客户参与度：更有效的指标体系 L3TM 盖洛普 “忠实度”指标体系 盖洛普 L3TM 是三项指标的综合: 总体满意度 再/重复购买的可能性 推荐购买的可能性 “忠实” = 对上述三项指标的回答全部是最高分 A8TM 盖洛普 “情感依赖度”指标 测量顾客对某品牌在情感上的联系： 客户关系中非常关键的一个维度，在“忠实”测量体系中却经常被忽视。 分析显示A8TM 由四个维度构成： 信心 客户认为该品牌兑现它的承诺，值得信赖 诚信 客户认为该品牌非常公平地对待他们 自豪 客户认同该品牌以及品牌对使用者定位 激情 客户对该品牌产生激情、认为该品牌不可替代 客户忠诚度与关键业绩指标 新视角是关键 Mix in examples of other industries. Now we come to four customers. All of them are switchers; none of them is loyal. But, as with the three employees, all of them are naturally predisposed to be emotionally attached. That’s what counts. The fourth of our seven people is the actively disengaged customer. You would think that the problem with this customer is that we have not engaged him emotionally. We have, intensely, but in the wrong direction. This customer is actively emotional against us. Maybe we over promised, under delivered, or more simply, we just treated him with disrespect. No wonder why this is on his mind. The second and third customers –our fifth and sixth people- have nothing particular against us, but nothing in particular in favor either. They are somewhat neutral. The difference is that the guy on the right is indifferent, and the guy on the left is attitudinally loyal but emotionally neutral. Come and meet the final and most important personality: the fully engaged customer. This customer is not only loyal, he is emotionally engaged, so that there is actually a bond that unites us. This person has been touched either by an outstanding product or by an outstanding person that has made