chatper 6 - nec 의 고객만족경영사례
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품질경영 CASE 발표. Chatper 6 - NEC 의 고객만족경영사례. 품질경영에 있어서의 고객만족의 중요성과 방법 고객만족에 있어서 내부고객만족과 외부고객만족과의 관계. 동아대학교 경영대학 경영학부 품질경영 5 th Team. Chapter 6 - NEC 고객만족경영사례. Case Overview. 품질경영론 교재 P220~222. contents. NEC 와 고객만족 NEC 의 일본경영품질상 수상 NEC 의 고객지도와 판매정보시스템 - PowerPoint PPT PresentationTRANSCRIPT
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NEC
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3.
4.
5.
6.
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7.
NEC
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NEC
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NEC
3
.
Starting Point
Employee Value
Employee satisfaction
Employment, Wages
NEC
NEC
NEC C S , NEC NEC .
NEC
1970 ~
Start of Quality strategy (Q Strategy) warded Japan Quality Management Award
1980 ~
Start of SWQC (Software QC) Program Opening of Hibiya Showroom Establishment of PIC (Personal Computer Information Center) 1985 Convocation of NEC International ZD Convention 1987 Start of Customer Service Total Inspection Movement
1990 ~
1990 Announcement of Corporate Philosophy and Management Commitment 1991 Change of entire organization to customer-oriented system Establishment of Customer Satisfaction Promotion Committee Start of First Customer Satisfaction Forum 1992 Announcement of customer Satisfaction Management Concept Publication of Customer Satisfaction Management Guide 1993 Establishment of Customer Satisfaction Research Group 1994 Thorough implementation of CS as major management Policy 1996 Awarded First Japan Quality Award (Semiconductor Business Group)
2000 ~
NEC
.
, 1987 50 MB
NEC
“”
NEC
214 473(1000 ) 500
MB 600 16%
“”, “ ” “”, ” ”, “”
About Japan Quality Award
“ ” , , . , .
.
About Japan Quality Award
1996
(chiba isumi)
()
DataBase
,
NEC
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-
(, )
- , cs
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=>
NEC
,
.
Customers
Listening
Post
Improvement
/
6 3
50%
, ,
, ,
(Customer Satisfaction Index) ?
CSI , .
CSI
CSI
CSI
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() ?
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NEC
-
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-
-
NEC
WTO
?
NEC
NEC
.
.
NEC
.
.
,
.
.
.
.
“ ”,” ”,” ”,“ ”
.
NEC
NEC
2.
/ / / /
3.
4.
5.
6.
( // )
7.
NEC
( / )
NEC
NEC , , .
NEC
3
.
Starting Point
Employee Value
Employee satisfaction
Employment, Wages
NEC
NEC
NEC C S , NEC NEC .
NEC
1970 ~
Start of Quality strategy (Q Strategy) warded Japan Quality Management Award
1980 ~
Start of SWQC (Software QC) Program Opening of Hibiya Showroom Establishment of PIC (Personal Computer Information Center) 1985 Convocation of NEC International ZD Convention 1987 Start of Customer Service Total Inspection Movement
1990 ~
1990 Announcement of Corporate Philosophy and Management Commitment 1991 Change of entire organization to customer-oriented system Establishment of Customer Satisfaction Promotion Committee Start of First Customer Satisfaction Forum 1992 Announcement of customer Satisfaction Management Concept Publication of Customer Satisfaction Management Guide 1993 Establishment of Customer Satisfaction Research Group 1994 Thorough implementation of CS as major management Policy 1996 Awarded First Japan Quality Award (Semiconductor Business Group)
2000 ~
NEC
.
, 1987 50 MB
NEC
“”
NEC
214 473(1000 ) 500
MB 600 16%
“”, “ ” “”, ” ”, “”
About Japan Quality Award
“ ” , , . , .
.
About Japan Quality Award
1996
(chiba isumi)
()
DataBase
,
NEC
NEC ()
-
(, )
- , cs
- ,
=>
NEC
,
.
Customers
Listening
Post
Improvement
/
6 3
50%
, ,
, ,
(Customer Satisfaction Index) ?
CSI , .
CSI
CSI
CSI
NEC
() ?
?
NEC
-
2 2
-
-
NEC
WTO
?
NEC
NEC
.
.
NEC
.
.
,
.
.
.
.
“ ”,” ”,” ”,“ ”
.
NEC