中等职业学校国家助学金申请表Titl

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1、“Hottopics”SeminarPortsmouthBusinessSchool21June2006Strategy:wheredoyoustarttoimproveacompany?ProfessorMichaelKayeEmeritusProfessorofOperationsandQualityManagementUniversityofPortsmouthOverviewofpresentationCustomervalueandcompetitiveness:latestresearchfindingsCus

2、tomerValueManagementasacompetitivestrategyTransformingtheorganisationusing“LeanMethods”SuccessfulimplementationofaCustomerValueStrategy2©mmkayeJune2006(21.06.06)TheEvolutionofQualitySTRATEGICQUALITYMANAGEMENTQUALITYASSURANCEQUALITYCONTROLINSPECTION190019201930194019

3、5019601970198019902000COMPETITIVESQM3©mmkayeJune2006(21.06.06)EvolutionofqualityCompetitivemixQualityemphasisin1980’sStrategicQualityemphasisin1990’sCompetitiveQualityemphasisin21stcenturyDesignFitnessforpurposeIntegratedapplicationoftechnologiesBuildinginthevoiceof

4、thecustomerReliabilityRightfirsttime“tobethebest”Righteverytime“aheadofthebest”ReputationasrolemodelforbestpracticeinanticipatingcustomerneedsaccuratelyProductivityPerformance/operationalcostsLife-timecosts/economicaccesstonewtechnologyStrategicpartnershipsenhancere

5、sponsivenessandoptimiseresourcesDeliveryanddependability5starresponsetorepeatordersMatchingcustomer’sstrategicmilestonesPredictingcustomerneedsService(aftersales)PromptaftersalesContinuoussupportRelationshipmanagementon-goingPromotionalfollow-upBuildupcustomerconfid

6、enceBuildupcustomerstrategiccommitmentStrategicallianceswithcustomerstoenhancetheircompetitivenessCustomerValueManagementStrategy4©mmkayeJune2006(21.06.06)Latestresearchfindingsintocustomervalueandcompetitiveness5©mmkayeJune2006(21.06.06)Organisationsinvolvedinthe

7、research70+organisationsCross-sectionoforganisationsoperatinginpublic,privateandvoluntarysectors(includingmanufacturing,service,defence,health,criminaljustice,high-technology,centralandlocalgovernment)Small,mediumandlargeorganisationsGeographicalscopeofoperations-UK

8、,Europe,International(FarEastandSouth-eastAsian),globalindustries6©mmkayeJune2006(21.06.06)Challengestoachievingcompetitiveness:ourresear