CBME 1 | Lesson 5 | Part 1/3 – Transcript

00:18hello again class and welcome to a new topic which is lesson five it's continuous quality improvement and its steps in continuous quality improvement it's very important to consider the customer supplier relationship since customers are our buyers and these buyers are for profitability customer satisfaction is what we need and this goal is to be achieved in order for us

00:44to consider the total quality management this customers should be our loyal customers because a positive impact of this is they can make referrals take note that it's more important that customers are to be loyal than to satisfied why because when satisfying clients it's just all about their convenience because they are watching for our promotions and other factors unlike for loyal customers their

01:12priority of doing business with us is very important because they are only considering our company since they are loyal at the same time they tend to spend more and willing to pay higher prices because in the first place before they became loyal they are satisfied with our products and in the end they can refer us to new clients and these new clients would be

01:37considered as loyal customers at the same time in the future there are so called three principles in customer supplier relationship the very first one is the recognition of strategic importance with regards to customer and supplier with this we would know what to hit in terms of the goals and what

02:03results or outcomes are we expecting secondly is it's a win-win situation win-win situation in the sense that we as the supplier could be of great profitability at the same time our customers are also satisfied because of the products that they are buying from us the suppliers and the third one is the relationship must be based from trust

02:27that means it is very important to build rapport at the same time trust and goodwill with regards to the clients that we are supplying for why because at the end of the day they are the lifeblood of the business and we need them in order for us to survive because the bottom line is the main aim of a business is for profitability

02:55there are also so-called practices for dealing with customers the very first one is to collect customer information in this the understanding of customers needs and wants and of course the opportunities for improvement is very important that is why before we introduce a product we should have to come up with a marketing plan in order for us to know if they will be buying the product or not if the product will be visible at the

03:24same time viable for them to buy is it their need is it their want and this are the information that we need in order for us to come up with a product and of course in introducing the product and in the long run it will be known to the public is very important as well to know what are the rooms for improvement in order for us to continuously come up with the pattern age of the customers or

03:49the clients secondly is to disseminate customer information it's very important for us to disseminate the customer information because it is a broadcast within an organization why why why do we need to broadcast it in the organization in the first place the action group team or the team who will be creating the product will be the ones who will execute the product and that is why

04:16it's very important that they should also know what the customers needs and what the customers wants at the same time the third one is using customer information in using the customer information since we have the uh survey or research with regards to what the customers needs and at the same time what are their expectations

04:40from this we have to identify their needs and from identifying the needs we can translate it into product since we've already translated in the product based on the specifications required from the client we can come up with an actual output and this actual output would be based on the quality that the client is expecting and at the end the customer's perception is

05:05realized lastly the fourth practice is all about measuring customer satisfaction loyalty and engagement this is done through ratings or feedbacks the quality the performance the usability the manufacturability the maintainability at the same time the service attributes of a product is very important and it is gotten through feedback from the clients or customers

05:34managing customer relationships is very important for us to know the different aspects that we need to consider the very first one is to set and use standards these standards are and should be measurable and this are considered to be the technical and the behavioral standards of the products that we are considering at the same time the clients that we are considering to buy the product the technical aspect would mean the maintenance or the consistent

06:02improvement of a product from its technical usage and for sure it will follow under behavioral since the clients or the customers may be overwhelmed with the quality of the product which is improving that is why we are maintaining these standards the second one is on how to manage complaints managing complaints especially in a service provided providing business is very important and we actually use the heat method in

06:29order for us to solve these complaints the heat stands for hear empathize apologize and to take action of the complaint in order for the client to consider it as a good remedy at the same time good solution to the problem that occurs or the complaint that occurred next is the third one which is to exploit technology in exploiting the technology we could

06:57consider here the customer relationship management system wherein it will be dealing with the different aspects and these aspects would be the tracking time of the product the revenue generated or the sales report or the sales trade from the product at the same time the segment market to consider who are the buyers of the product the non-value adding products so that we could omit these types of products that we offer inside the company because it

07:23just wastes our time forecasting customer retention which is very important for us to know if we are really maintaining the product in terms of the improvement that the clients or the customers are asking from their wants and needs and of course to consider what product is most purchased in order for us to know where to focus on and lastly we have

07:49considering the internal customers the internal customers would mean the internal people from the organization which means this are the action group who are really doing their best in order to provide the best products for the clients in this sense it is based from their functions so they must be treated well in order for us to come up with the maximum prop productivity

08:16of each person in the action group team so this are the things that we need to consider in managing customer relationships that's it for the first part of the video of lesson five see you again on part two and thank you for tuning in