Kriteria Baldrige 7.2 - Hasil-Hasil Fokus pada Pelanggan

Kriteria Baldrige: 7.2 - Hasil-Hasil Fokus pada Pelanggan
(2005 Kriteria untuk Keunggulan Kinerja)

Ringkaskan hasil utama fokus pada pelanggan organisasi anda, termasuk kepuasan pelanggan dan nilai yang dipersepsi pelanggan, segmen hasil-hasil anda berdasarkan kelompok pelanggan dan segmen pasar, yang sesuai. Ikutkan data-data perbandingan yang sesuai.

1) Apa level dan kecendrungan dalam ukuran-ukuran atau indicator-indikator utama kepuasan dan ketidakpuasan pelanggan anda saat ini? Bagaimana bila dibandingkan dengan level kepuasan pelanggan pesaing?

2) Seberapa level dan kecendrungan dalam ukuran atau indicator utama nilai yang dipersepsikan pelanggan saat ini, termasuk loyalitas dan retensi pelanggan, rekomendasi positif dan aspek lain membangun hubungan dengan pelanggan?

(Click on any Blue word below to HyperLink to its definition, related Core Value, and all other areas of the Criteria for Performance Excellence)

7.2 Customer-Focused Results (70 pts.)

Results

Summarize your organization’s KEY CUSTOMER-focused RESULTS, including CUSTOMER satisfaction and CUSTOMER-perceived VALUE.

SEGMENT your RESULTS by product and service types and groups, CUSTOMER groups, and market SEGMENTS as appropriate.

Include appropriate COMPARATIVE DATA.

Provide data and information to answer the following questions:

7.2a. Customer-Focused Results

(1) What are your current LEVELS and TRENDS in KEY MEASURES or INDICATORS of CUSTOMER satisfaction and dissatisfaction?

HOW do these compare with competitors’ LEVELS of CUSTOMER satisfaction?

(2) What are your current LEVELS and TRENDS in KEY MEASURES or INDICATORS of CUSTOMER-perceived VALUE, including CUSTOMER loyalty and retention, positive referral, and other aspects of building relationships with CUSTOMERS, as appropriate?

Notes:

N1. CUSTOMER satisfaction and dissatisfaction RESULTS reported in this Item should relate to the CUSTOMER groups and market SEGMENT discussed in P.1b(2) and Item 3.1 and to the determination methods and data described in Item 3.2.

N2. MEASURES AND INDICATORS of CUSTOMERS’ satisfaction with your products and services relative to CUSTOMERS’ satisfaction with competitors might include objective information and data from your CUSTOMERS and from independent organizations.

For additional description of this Item, see 7.2 Customer-Focused Results Item Description.

2005 Criteria Items (English): 1.1 - 1.2 - 2.1 - 2.2 - 3.1 - 3.2 - 4.1 - 4.2 - 5.1 - 5.2 - 5.3 - 6.1 - 6.2 - 7.1 - 7.2 - 7.3 - 7.4 - 7.5 - 7.6 - P.1 - P.2

2006 Criteria Items: 1.1 - 1.2 - 2.1 - 2.2 - 3.1 - 3.2 - 4.1 - 4.2 - 5.1 - 5.2 - 5.3 - 6.1 - 6.2 - 7.1 - 7.2 - 7.3 - 7.4 - 7.5 - 7.6 - P.1 - P.2

Click to download a copy of 2006 Baldrige Actionable Criteria

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