MANAGEMENT POLICY

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process, or where the work goes next. A buyer’s customer is the associate in the department to whom the purchased item goes; a cost accountant’s customer is the manager who uses the accounting operations-where the design will be produced or the service provided. It is also clear that throughout the organization, people not only have customers, they are customers. Let’s turn our attention to what customers want. A Short List of Basic Customer Wants The requirement is a recipient’s or customer’s view of a good or service. A close partnership with the customer’s actual requirements. A close partnership with the customer helps create good specifications, increasing the supplier’s ability to fulfill the customer’s needs. What else do customers want? Customers have six requirements of their providers: High levels of quality. High levels of service. Low costs. OPERATIONS STRATEGY An organizational commitment with wide ranging effects, such as continuing improvement in meeting customer ...

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of shoelace extender, have the same dominant business strategy: rapid customer service. Although the business strategy is the same at both companies, Company B’s operations strategy will provide superior customer service and overall success. Distinctive competencies might be obvious to customers; fast service, very clean premises, and superior quality are examples. All have dependably high quality. Disney offers customer service unparalleled in its industry. Developing distinctive competencies helps retain customers and invites new business. The strategic factors that best describe competitive success for any company quality, efficiency, continuous improvement go to the heart of ...

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