中等职业学校国家助学金申请表Titl.pptxVIP

“Hot topics” SeminarPortsmouth Business School21 June 2006Strategy: where do you start to improve a company?Professor Michael KayeEmeritus Professor of Operations and Quality ManagementUniversity of Portsmouth1第一页，共二十六页。 Overview of presentationCustomer value and competitiveness: latest research findingsCustomer Value Management as a competitive strategyTransforming the organisation using “Lean Methods”Successful implementation of a Customer Value Strategy2第二页，共二十六页。 The Evolution of QualitySTRATEGICQUALITY MANAGEMENTQUALITY ASSURANCEQUALITYCONTROLINSPECTION1900 1920 1930 1940 1950 1960 1970 1980 1990 2000COMPETITIVESQM3第三页，共二十六页。 Evolution of qualityCompetitive mixQuality emphasis in 1980’sStrategic Quality emphasis in 1990’sCompetitive Quality emphasis in 21st centuryDesignFitness for purposeIntegrated application of technologiesBuilding in the voice of the customerReliabilityRight first time “to be the best”Right every time “ahead of the best”Reputation as role model for best practice in anticipating customer needs accuratelyProductivityPerformance/operational costsLife-time costs/economic access to new technologyStrategic partnerships enhance responsiveness and optimise resourcesDelivery and dependability5 star response to repeat ordersMatching customer’s strategic milestonesPredicting customer needsService (after sales)Prompt after salesContinuous supportRelationship management on-goingPromotional follow-upBuild up customer confidenceBuild up customer strategic commitmentStrategic alliances with customers to enhancetheir competitivenessCustomer ValueManagement Strategy4第四页，共二十六页。 Latest research findingsinto customer valueand competitiveness5第五页，共二十六页。 Organisations involved in the research70+ organisations Cross-section of organisations operating in public, private and voluntary sectors (including manufacturing, service, defence, health, criminal justice, high-technology, central and local government)Small, medium and