bpms 04 acfc资料.pptVIP

At the Customer – For the Customer (ACFC) Business Process Management Thinking as a Customer Customer Satisfaction Scale Customer Satisfaction Model Capturing Y on a Customer Unit Basis Unit Scale Expectation Metrics Understanding the Output as the Customer Two Views of Performance Example: As the Customer Sees It Understanding the Output Understanding the Output -- continued Understanding the Output -- continued Understanding the Output -- continued Understanding the Output -- continued Customer Specifications Key Variance Measure - Span Span is the difference between the best and worst perf