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CHAPTER 10

DEVELOPING AND
IMPLEMENTING A
KAIZEN BASED
CUSTOMER CARE
STRATEGY
THREE MANAGEMENT
IDEAS

 CULTURAL CHANGE
 THE LEARNING
ORGANIZATION
 STRATEGIC PLANNING
CULTURAL CHANGE
 The ROLE relationship
 The changing ‘ETHOS’ allowing
individuals to grow and expand
 Empowerment leads to authority
and satisfaction
 Knowledge is no more
(exclusive) power
 Staff can manage themselves
THE LEARNING
ORGANIZATION
 Learning approach to strategy: Suggestion
and implementation
 Participative policy making
 Informing: Open information system
 Formative accounting and control
 Mutual adjustments between departments
 Reward flexibility
LEARNING ORG. cont
 Adaptable structure
 Boundary workers as environmental
scanners
 Intra and inter organizational
learning
 Learning culture and climate
 Self development opportunities for
all
STRATEGIC PLANNING
 Earn profit through customer satisfaction
 Develop appropriate value framework
 Transform the organization to a laearning
/Kaizen organization
 Encapsulate the vision in an encompassing
customer focused strategy
STR. PLANNING cont
 Developing a strategy
 Developing a Kaizen
culture
 Developing a customer
care approach