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所在平台: Udemy |
课程主页: https://www.udemy.com/course/cmqoe-certification-prep-course-part-v/
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课程名称：CMQ/OE认证准备 - 第五部分 课程概述： CMQ/OE认证准备课程 - 第五部分：以客户为中心的组织。本课程完全与更新版CMQ/OE知识体系（第五版 2021）相一致，重点关注客户识别与细分以及客户关系管理。 课程内容： A. 客户识别与细分 1. 内部客户：定义内部客户，并描述企业对内部客户的处理对外部客户的影响。评估影响内部客户以改进产品、流程和服务的方法及其结果。 2. 外部客户：定义外部客户，并描述其对产品和服务的影响。评估与外部客户合作的策略及整合其需求以改进产品、服务和流程的方法。 3. 客户细分：描述并评估客户细分过程及其对服务和交付对接客户需求的影响。 4. 定性评估：识别来自客户的主观信息，如逐字评论、观察记录和焦点小组输出。描述主观信息与客观测量的不同，并确定何时应以类别而非数值捕捉数据。 B. 客户关系管理 1. 客户需求：利用质量功能展开（QFD）捕捉客户之声（VOC），探讨客户需求与提供的产品和服务的关系。分析结果以优先考虑未来发展，预测客户需求的变化。 2. 客户满意度与忠诚度：开发系统以捕捉客户的积极和消极反馈，使用听取反馈、焦点小组、投诉、保修数据、调查和访谈等工具。利用客户价值分析计算现有客户的财务影响及失去这些客户的潜在结果，制定改进客户满意度、忠诚度和保留水平的纠正措施和主动方法。 3. 客户服务原则：展示支持客户服务原则的策略：礼貌、微笑、热情、关注细节、积极倾听、同理心、快速响应和信息服务的便利性。 4. 多样化客户管理：建立和监测优先事项，以避免或解决冲突的客户需求和要求。开发管理能力和资源的方法和系统，以满足多个客户的需求。描述多样化客户群体对产品和服务开发与交付各方面的影响。 认知层级基于布卢姆分类法： - 记忆：回忆或识别术语、定义、事实、想法、材料、模式、顺序、方法、原则。 - 理解：阅读并理解描述、通信、报告、表格、图表、方向、法规。 - 应用：知道何时以及如何使用想法、程序、方法、公式、原则、理论。 - 分析：将信息分解为基本部分，识别彼此之间的关系及其组织方式；识别复杂情境中的次级因素或重要数据。 - 评估：通过将提议与特定标准或标准进行比较，判断提出的想法或解决方案的价值。 - 创建：将部分或元素结合起来，以展示在此之前未明确存在的模式或结构；识别复杂数据中值得进一步考察的数据或信息，或可以得出支持结论的数据。
CMQ/OE Certification Prep. Course-Part V: Customer-Focused OrganizationsWhat is covered in this course?This course is fully aligned with the updated CMQ/OE Body of Knowledge - Part V ( FIFTH EDITION 2021 )Part V: Customer-Focused OrganizationsA. Customer Identification and Segmentation1. Internal customersDefine internal customers and describe the impact an organization's treatment of internal customers will have on external customers.Evaluate methods for influencing internal customers to improve products, processes, and services and evaluate the results. (Evaluate)2. External customersDefine external customers and describe their impact on products and services. Evaluate strategies for working with them and integrating their requirements and needs to improve products, services, and processes. (Evaluate)3. Customer segmentationDescribe and assess the customer segmentation process and its impact on aligning service and delivery to meet customer needs. (Evaluate)4. Qualitative assessmentIdentify subjective information such as verbatim comments from customers, observation records, and focus group output. Describe how subjective information differs from objective measures and determine when data should be captured in categories rather than a numeric value. (Analyze)B. Customer Relationship Management1. Customer needsUse quality function deployment (QFD) to capture the voice of the customer (VOC) and examine customer needs in relation to products and services offered. Analyze the results to prioritize future development in anticipation of changing customer needs. (Analyze)2. Customer satisfaction and loyaltyDevelop systems to capture positive and negative customer feedback and experiences, using tools such as listening posts, focus groups, complaints, warranty data, surveys, and interviews.Use customer value analysis to calculate the financial impact of existing customers and the potential results of losing those customers. Develop corrective actions and proactive methods to improve customer satisfaction, loyalty, and retention levels. (Create)3. Customer service principlesDemonstrate strategies that support customer service principles: courtesy, politeness, smiles, cheerfulness, attention to detail, active listening, empathy, rapid response, and easy access for information and service. (Apply)4. Multiple and diverse customer managementEstablish and monitor priorities to avoid or resolve conflicting customer requirements and demands. Develop methods and systems for managing capacity and resources to meet the needs of multiple customers. Describe the impact that diverse customer groups can have on all aspects of product and service development and delivery.(Evaluate) LEVELS OF COGNITIONBASED ON BLOOM'S TAXONOMY Remember: Recall or recognize terms, definitions, facts, ideas, materials, patterns, sequences, methods, principles.Understand: Read and understand descriptions, communications, reports, tables, diagrams, directions, regulations.Apply: Know when and how to use ideas, procedures, methods, formulas, principles, theories.Analyze: Break down information into its constituent parts and recognize their relationship to one another and how they are organized; identify sublevel factors or salient data from a complex scenario.Evaluate: Make judgments about the value of proposed ideas, solutions, et cetera, by comparing the proposal to specific criteria or standards.Create: Put parts or elements together in such a way as to reveal a pattern or structure not clearly there before; identify which data or information from a complex set is appropriate to examine further or from which supported conclusions can be drawn.
