CUSTOMER CENTRICITY & GLOBALISATION: PROJECT MANAGEMENT: MANUFACTURING & IT SERVICES

By Chandra Sekar

The book gives exclusive chapter titled –Ten Commandments of Customer centricity.
The book is all about addressing customer satisfaction.
Managing the transition from customer satisfaction to customer delight.
Making sure customers are Happy and continuously using feedback from customers to improvise products in relation to competition's products.
The book lays equal emphasis on both Manufacturing & IT services.
Agile & scrum practices as applied to managing Global IT projects & the impact on global business & emerging best practices are dealt .
Challenges of employee attrition in IT projects, their impact on Projects & methods to address them are explained.

• Language: English
• Publisher: Partridge Publishing India
• Release date: Mar 14, 2024
• ISBN: 9781543709513

Chandra Sekar

He holds a B. TECH, M. S, CFA, PGDBM & is a SAP CERTIFIED PROFESSIONAL with proven expertise of 27 years in the industry out of which 19 years in the capacity of a General Manager of large US Based MNC.Alumnus of Madras Institute of Technology, BITS –Pilani, ICFAI & IIM Trichy, shares his professional industry practice in addressing requirements of Global companies in both Manufacturing & IT. This book is Chandra sekars second International Publication. This book is dedicated to Professor J. Philip Founder & Chairman of XIME. Professor J Philip is the Doyen of Management Education in India. XIME is the premier Management Education Institute in India producing PGDM Graduates with a consistent placement record of 100% . Chandra Sekar is a teacher in XIME.

Book preview

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CUSTOMER

CENTRICITY

&

GLOBALISATION

Project Management: Manufacturing & IT Services

Kaizen, Agile, Scrum & Managing Global Projects

Ten Commandments Of Customer Centricity

Chandra Sekar

Copyright © 2024 by Chandra Sekar.

All rights reserved. No part of this book may be used or reproduced by any means, graphic, electronic, or mechanical, including photocopying, recording, taping or by any information storage retrieval system without the written permission of the author except in the case of brief quotations embodied in critical articles and reviews.

Because of the dynamic nature of the Internet, any web addresses or links contained in this book may have changed since publication and may no longer be valid. The views expressed in this work are solely those of the author and do not necessarily reflect the views of the publisher, and the publisher hereby disclaims any responsibility for them.

www.partridgepublishing.com/india

Contents

Chapter 1 Ten Commandments of Customer Centricity

Chapter 2 Metrics and Importance of Competence

Chapter 3 Customer Satisfaction Index Measurement

Chapter 4 Transforming Customer Satisfaction to Customer Delight

Chapter 5 Transforming Customers from Customer Delight to Happy Customer

Chapter 6 Customer Centricity & Quality Function Deployment

Chapter 7 Customer Centricity & Design Thinking

Chapter 8 Customer Centricity & Stepping Up Value Chains

Chapter 9 Customer Centricity & IT Project Management

Chapter 10 Customer Centricity with Agile & Scrum

Chapter 11 Azure & Project Management

Chapter 12 Customer Centricity & Market Demands

CHAPTER I

Ten Commandments of Customer Centricity

#1

C USTOMERS COME TO us for the relatively lowest price and stay with us for the highest qua lity.

#2

A happy customer is your free publicity worldwide. There is a clear distinction between Customer satisfaction, customer delight, and Happy customers.

The faster organizations move customers from satisfaction level to Happiness level-the better for the world business.

#3.

A smile is the minimum asset balance that you have to maintain on your face-either if you are starting a business or representing the marketing and sales face of your organization that deals with customers.

#4.

Time, Tide & customers do not wait for anybody.

# 5

Never argue with customers. It is better to lose an argument & win your customer for life time rather than to win an argument & lose your customer for a life time.

# 6

Feedback on your product/service is the biggest gift that a customer can provide you. This feedback is complimentary and worth a billion dollars as it comes from the user. A customer lives with your product and has the most experience – good or bad - about your product. Customers do not have the intent to complain about –until your product performance prompted them.

#7

Design