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Service
Quality
Management
SKKU SERVICE QUALITY MANAGEMENT
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INTRODUCTION
CONTENTS
SUMMARY
INDEX
SKKU SERVICE QUALITY MANAGEMENT
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1. INTRODUCTION
SKKU SERVICE QUALITY MANAGEMENT
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INTRODUCTION
INTRODUCTION
SKKU SERVICE QUALITY MANAGEMENT
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Market Novo Nordisk
INTRODUCTION
INTRODUCTION - Company summary
Company : Novo Nordisk¢ç
Products : Pen-type Insulin Injector
SKKU SERVICE QUALITY MANAGEMENT
Novo Nordisk
Market size Growth rates market share
US
35%
Europe
46%
Japan
4%
World
100%
41%
57%
73%
53%
7.0%
4.1%
3.6%
5.2%
4.6%
5.0%
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2. CONTENTS
3. SUMMARY
ONTENTS
SKKU SERVICE QUALITY MANAGEMENT
ERRC
Eliminate
- Vials and syringes
- Social stigmatism
Raise
- User friendliness
- Convenience
Reduce
- Hazzle in medicine
administration
- Risk of incorrect medical
treatment
Create
- Automatic dosis control
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CONTENTS
SKKU SERVICE QUALITY MANAGEMENT
Important Satisfaction
high
low
relative level
price
Mobility
Pain
Accurate
Dosing
Syringe
Shape
Usability
Convenience
Insulin Injector
Industry
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CONTENTS
SKKU SERVICE QUALITY MANAGEMENT
Buyer Utility Map
The Six Stages of the Buyer Experience Cycle
Purchase
Delivery
Use
Supplements
Maintenance
Disposal
Environmental
Friendliness
Fun and
Image
Risk
Convenience
Simplicity
Customer
Productivity
The Six Utility Levers
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3. SUMMARY
SKKU SERVICE QUALITY MANAGEMENT
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SKKU SERVICE QUALITY MANAGEMENT
Summary
SUMMARY
Successfully change market target
Pen-ty