BC 605: Leading the Customer-Driven Organization

Overview

When leading a customer driven organization, a leader must think in terms of coordinating large complex departments to work cooperatively to serve the customer. Service to the customer, whether internal or external, is the focal point of a successful organization. Leaders must take a systems approach when developing strategy for success. The organization must continuously learn to improve processes and services. Leaders who have the skills to coordinate service, sales and all supporting business units have a unique opportunity to become successful in their contributions to their organizations.

Learning Outcomes

Upon successful completion of this course, students will be able to:

• Describe the characteristics of Customer-Driven Organizations and the global trends that have led to their emergence and market predominance.
• Explore how one of the initial steps towards becoming a Customer-Driven Organization is to develop the appropriate beliefs, attitudes, philosophies, behaviors, and practices that are aligned with right practices and systems to reinforce a customer driven system and culture.
• Develop systematic thinking skills and Total Quality Management tools and concepts in analyzing and designing the systems and processes that are fundamental to Customer-Driven Organizations.
• Learn how to understand customer needs and expectations, and develop Customer-Driven goals and strategies, and standards.
• Develop and lead Customer-Driven Organizations through learning how to apply the quality system requirements of ISO 9001 for training, servicing, corrective action, and program management.
• Articulate why it is important for an organization to treat their employees with dignity and respect and to develop their potential if the organization expects the employees to provide exceptional customer service to external customers.
• Develop awareness of the importance of measurement and various methods for measuring customer service such as surveys, focus groups, scoring guides, productivity metrics, and mystery-shoppers so as to measure the effectiveness of customer service.
• Develop an appreciation for why it is important to acknowledge the contribution of employees and to recognize outstanding customer service.

Course Requirements

A microphone is required

Required Texts
BC 605 texts are available from the JIU/MBS bookstore