Understand markets, customers and capabilities

One of the characteristics of the market-driven companies is setting a set of cultural values and beliefs emphasising on customer interests.  These companies have developed a market orientation, which serves to facilitate the generation, dissemination, and utilisation of market information.  By doing so, companies will have a better understanding on customers and their needs in order to optimise the  interactions with the customers.

Deliver service to customer

Excellent service delivery is crucial in retaining existing customers while winning new ones.  A good customer service is about how well a company could understand the needs of different customers, keeping promises and delivering consistently high standards. In fact, strengthening service delivery through various kind of channels is a key strategy to achieving business stability in the future.

Plan and manage customer service contacts

In today’s competitive marketplace, customer service contacts must be equipped with skills and behaviours that ensure high quality customer experiences at every point of contact with the business. Effective communication, empathy, attentiveness, respect and patience & professionalism are the key elements which constitute excellent customer service.  This will ultimately create a good reputation for the organisation’s  survival in the future.

Evaluate customer service operations and customer satisfaction

Evaluating customer service operations and customer satisfaction are crucial in obtaining feedback for products and services improvement. Keeping customers satisfied by resolving complaints is the secret ingredient which leads to customer loyalty and product repurchase.

Recruit, source and select employees

Having a vigorous recruitment and selection process is an essential stage in ensuring that the right candidates are attracted to apply for vacant positions, and also to ensure that the correct choices are made when selecting new employees. This can contribute to the organisations success in achieving its mission and goals, as well as supporting an organisation’s core values and working culture.

Develop and train employees

The quality of employees is able to be improved through training and education which will bring long-term profitability to the businesses. A continuous effort to train the staff will enhance their capability and develop a greater sense of self-worth, dignity and well-being. These will give them a sense of satisfaction through the achievement of personal and company goals.

Manage environmental health and safety (EHS)

Workplace should be a safe environment where employees can do their jobs without fear of injury or death.  It is important to all businesses to capture the EHS performance and subsequently take necessary actions to reduce any unexpected incidents. Not only that, the involvement of all employees is essential in implementing good manufacturing practices in the workplace.

Manage employee performance

Managing  employee performance is about aligning the organisational objectives with the employees’ performance.  It is a powerful tool for engaging employees by linking their performance to organizational objectives so that ultimately everyone is focused on the success of the business.

Manage Business Processes

Managing business process is the way to monitor a collection of linked tasks which end in the delivery of a service or product to a customer. Most of the organisations are using these KPI with the objective to measure and analyse process performance for identifying critical process problems pro-actively. Then, the data is utilised for decision making that will improve the speed, quality and efficiency of business processes.

Procure materials and services

The procurement process and management of material resources involving a balance between the needs and the material resources available that lead to the effectiveness and efficiency in business operations. It must be carried out in accordance with the principles of providing material resources that are needed, with the required quality, in the necessary quantity, at the right time, and at the lowest price.

Develop Products and Services

New product or service development is a crucial process for a business expansion. The process starts with generating an idea and defining a concept, and finishes with the product’s introduction to the market. At this stage, innovation is essential in transforming new ideas into reality.

Disclaimer : Malaysia Productivity Corporation ( MPC) shall not be liable for any loss or damage caused by the usage of any information obtained from this web site.
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