There are different areas from which to take strategic decisions to continuously improve customer satisfaction. There are 4 different Customer-focused strategies that can be successfully applied from those areas.

1. 4 customer-focused strategies
for the Graphic Arts Industry
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2. 4 customer-focused strategies Area #1
Strategy & Management
1
LSS
LSS: Lean Six Sigma project to develop the new
culture of continuous improvement.
Advantages:
- to reduce and to eliminate wastes,
- to increase profit margins,
- to optimize all processes (business/production),
- to improve the quality of products/services,
- to improve Customer satisfaction.
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3. 4 customer-focused strategies Area #2
Communication governance
BC: Brand Communication strategy to enhance
BC 2 Web communication.
Advantages:
- to directly communicate with customers,
- to reduce marketing costs,
- to optimize communication budgets,
- to increase efficiency,
- to improve Customer satisfaction.
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4. 4 customer-focused strategies Area #3
ICT
JDF: Job Definition Format project to create an
integrated workflow of all company areas.
Advantages:
- to integrate information/data flow,
- to reduce production and delivery deadlines,
JDF - to increase process efficiency,
- to improve the quality of products/services,
- to improve Customer satisfaction.
3
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5. 4 customer-focused strategies Area #3
ICT
CM: Content Management project to consolidate
the company’s competitive margins.
Advantages:
- to reduce production and management costs,
4 CM - to reduce the time-to-market of all marketing
and communication projects,
- to optimize resources,
- to share and to modify data with high efficiency,
- to reduce production/delivery deadlines,
- to improve the efficiency of communication,
- to improve Customer satisfaction,
- to improve web content distribution efficiency.
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6. 4 customer-focused strategies LSS: Lean Six Sigma to develop the culture of
continuous improvement, to reduce and to
Summary: eliminate any kind of waste, to improve the
quality of products/services and to improve
1 Customer satisfaction.
LSS BC: Brand Communication to study and to
implement a communication strategy in which the
Web is the main focus for any commercial and
marketing activity, to open a direct communicaton
channel with each Customer.
4 CM BC 2 JDF: Job Definition Format to improve global
efficiency within the graphic company, to facilitate
inter-departmental communication by connecting
business and production areas within a single
integrated workflow.
JDF CM: Content Management to cut down
production and management costs, to reduce
production/delivery deadlines, to optimize
resources and to improve global efficiency in
3 communication/marketing operations.
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7. 4 customer-focused strategies
The common denominator of the 4 strategies: make sure that the Customer experience will always
be outstanding by developing strategic projects in these 3 different company areas.
1
LSS
Strategy & Management
4 CM BC 2 Communication Governance
ICT
JDF
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8. Luca Leonardini
Master in Lean Six Sigma &
Brand Communication Expert
www.lucaleonardini.com