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Alassane Guiro
Research and Marketing
Development Programme Manager
HR, IT
Others CEO Finance
Operations
Customer-
Operational
Focused
Excellence
Strategy
Customer-Focused
Organization
Market
Customers’ service Organization’s
expectations Information Gap understanding of
expectations
Service
Service Quality standards Gap
Gap
Service
Communication performance Gap
Gap
Organization’s Organization’s
communications to Communication
Gap service performance
customers
• How many
• Large/medium/small
Information about customers
• Existing/new/potential/lost
• Their perceptions
• Their needs
• Growth potential
• Principal strengths and weaknesses
• Their own business development
challenges
• Their competitors Systems and pr
• Their key personnel (decision-makers or
influencers) and decision making
process
• Our image/competitors’ image
• Their attitudes to our products or
services
• New requirements
• Our performance rating across all
aspects of our product/service offering
Performance
Management
Improvement
Information
Measurement
systems
systems
Customers
Communications Operational
systems Systems
t ion s Win-Win
u a es
E q ucc Benefits
n ge to S
h a ay Systems
h e C thw Processes
T Pa
e
Th
Structure
Strategy
VISION
Assuring Congruence
Aligning Vision, Strategy, Structure, People, Systems and Processes
A Shared Vision Key Account Management
market-driven,
customer-oriented,
• We will
- provide high-quality, secure and reliable services.
- publish clear performance standards, monitor performance
regularly against the standards, and publish the results.
- publish clear and up-to-date information about our
services.
- provide customer contact points where you can
make enquiries and complaints, and seek
compensation.
- respond professionally, courteously and promptly in
all our dealings with you.
- monitor how satisfied you are with our services, and
we will constantly seek improvements in all areas,
to meet your needs.
THANK YOU
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