Developing a customer-focused approach (DaCfA)

摘要: The themes of poor communication, lack measurement and erratic supply-chain performance are common issues that we either encounter in our every-day working life, or have read about professional journals. In 2001 a large business within Case X initiated programme to tackle number these by embarking on mission improve internal service quality which eventually led sizeable ServQual activities across wide-range services engaging excess 2,000 individuals. A theme seen during this were departments had difficulty describing who their customers were, the they provided those customers, coupled with was attributes thought be import customer. This research into toolset can assist organisations understand operate within. is styled, Developing Customer-focused Approach (DaCfA) Model Toolset (suite matrices templates) designed capture facilitate review information. This Research takes DaCfA Model, developed X, through suite case studies applies both inside outside environment as well external supply-chain. shows made valuable contribution knowledge. Research, enhanced literature identified (referred Theoretical Themes) observed units undertaking activities, independently write-ups participated Research. The concludes aim objectives fully achieved following knowledge concerning:  Model  Toolset, specifically around the: o Customer/supplier interfaces relationships o Measurement definition  A set (styled readily activity.