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Underlying Philosophy :
An organization with its fully satisfied
customers can at the most retain its existing
business or develop it at a steady pace
if it employs routine customer satisfaction
measures; but in order to achieve
multifold growth, the customer must be completely
delighted by activities surpassing all his
expectations.
Our quality model, with customer
delight as its central theme, shows methodology
and organizational practices to achieve
it.
Although each element of the model is individually
capable of generating customer delight,
our efforts are focused on synergistic implementation
of all these elements so as to produce the
maximum delight at customer's end.
The process begins as early as the stage
of "first contact" with a customer. the
' one call - first call ' approach with
support of an exhaustive range of consulting
areas for quality and productivity improvement,
helps in saving customers' valuable time
and resources. Studying the customer not
only covers his expressed requirements but
also the implied ones and thus addresses
many latent needs, which, the customer is
not expecting within the scope of consultancy
or is not even aware of them. Use
of customized solutions based on the value
addition concept, helps the customer get
high and quick return on investment.
Customer satisfaction is continuously measured
and tailor-made solutions are developed
to satisfy customer needs.
The PDCA (Plan-Do-Check-Act) cycle
ensures that solutions are continuously
tracked and kept streamlined with customer's
requirements.
It is noteworthy that customer delight is
always a moving target. Once a latent need
is satisfied, it becomes an expectation
of the customer and no longer remains capable
of generating delight. Constant updating
for new ideas, knowledge base and activities
along with the innovations in existing methods
and concepts is therefore required for consistently
generating customer delight.
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