PHMC GPE GPE LLC LLC PHMC
Customer centric organisation Constant System Improvement
Board of Directors’ Responsibility : Strategy, Goal, Commitment, Decision, Target
C L I E N T
N E E D S
Resources Management
Measures, Analysis & Improvement
Design and/or Creation of PRODUCT or SERVICE
PRODUCT or SERVICES
Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
S A T I S F A C T I O N
C L I E N T
•Decrease costs •Increase Volume
Initiating
Refining
•Emotion • Knowledge
*WHY ? *WHAT MODE ? *WHO ?
Exit
La st I M mp us re > t be ssio 0 n
1s tI m pr es sio n
PHMC GPE GPE LLC LLC PHMC
CR Phases
Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
CR Exchange
Resources Value
Commitment
•Feeling • Knowledge • Acts
Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
•Value • Knowledge • Acts
PHMC GPE GPE LLC LLC PHMC
CR Structure
Episode
Episode
Acts
Episode
Episode
Episode
Episode
>
…
>
Flow Chart
Reduce Costs of C R •re-selling • price carrier • cost carrier • division of labour Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
Value of CR Index 1-5 *Profitability *Volume *Duration of CR *Learning value *Value of contact *Value of reference W. Index
CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved
Resources Value
Commitment
•Feeling • Knowledge • Acts
•Value • Knowledge • Acts
Im
pr es sio n
CR Phases
1s t
•Decrease costs •Increase Volume
*WHY ? *WHAT MODE ? *WHO ?
Initiating Refining Exit •Emotion • Knowledge
Im L a M pres st us si > t be on 0
PHMC GPE GPE LLC LLC PHMC
CR Exchange
CR Structure
Value of CR Index 11-5
Episode
*Profitability *Volume *Duration of CR *Learning value *Value of contact *Value of reference W. Index
Episode
Acts Acts
Increasing Value Increasing C R Increasing Shareholder value Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
Episode Episode
Episode Episode
…
> > Flow Chart
Reduce Costs of C R •re-selling • price carrier • cost carrier • division of labour