bpms 02 customer expectations资料.pptVIP

Customer Expectations Business Process Management BPMS Starts with Customers Think about the Value Chain User Market Segments Volume of Use Business Type Degree of Influence Retailers Decision Makers, Clerks, Owners, Purchasing Agents Wholesalers Potential, Existing Recipient of Process Output Internal Customer Purchaser Point of Purchase Point of Use Distributors Potential, Existing Specifier for the Purchase OEM, Retailer What about Customer Needs? Kano Model of Customer Satisfaction Product Quality Performance - primary operating characteristic of product Features - secondary characteristic