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오늘의 Xerox
1960
1970
1980
1990
1998
2000
Product-Centric
Internally Focused
기업 > 고객
경쟁시작
Customer-Obsessed 시작-> LTQ 경영기본 토대 마련
고객경영 실천
환경경영 실천
Copy Company
Document Company
Digital Company
97-Xerox(209)-182억(6)-14억(4)-8%(1)-5%(5)
97-Cannon(148)-228억(5)-10억(5)-4%(6)-4%(6)
97-IBM(14)-785억(1)-61억(1)-8%(2)-7%(4)
97-HP(47)-428억(2)-31억(2)-7%(5)-10%(3)
기업 = 고객 ->Customer Cultured Xerox Company
XBS-MB
BPS-MB
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Xerox Best Practice & Case Study
학습모델:
사업기능별
현황파악/문제인식
고객가치창출
Process
Strategy
고객가치전달
고객지향
경영실천
( 전사적 )
고객만족
고객경영
고객가치
=
=
=
=
=
( 품질경영)
( 가치/환경 )
Xerox(디지털기업)
전기능 -> 품질
Why(1): 70년대의 경쟁력 극복->품질경영, 고객경영
Why(2): 98년도의 글로벌 경쟁력 극복->환경경영, 고객가치경영
What(1) : LTQ 수립 및 실천을 통한 고객만족
What(2) : 환경경영을 통한 고객가치창출-디지털 회사로의…(생략)
|
ition”, Published by Harvard Business School Press, January 1996.]
[경제학적접근]
Market-Oriented by Customer-Driven
[①+②+③=내적자원가치 활용]
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Value-Based Price
Service Quality
Goods Quality
Prerequisite for Customer Guarantee
By
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Dimensions of Service Quality
? Accuracy
? Knowledge of Employees
? Courtesy
? Consistency
? Speed
? Responsiveness
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Determinants of Service Quality (RATER)
◆ Reliability
◆ Assurance
◆ Tangibles
◆ Empathy
◆ Responsiveness
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Determinants of Service Quality (RATER)
상대적인 중요성
0
5
10
15
20
25
30
30
20
7
16
25
R
A
T
E
R
13.7
22.7
5.6
10.5