2. Continuous Improvement or
Kaizen
Kaizen is the long-term strategy to establish
incremental changes in process to improve
quality and effectiveness of chain.
3. Customer Satisfaction
Customer satisfaction is one of the essential
indicators to measure company performance
due to its association between behavior and
economic consequences
Satisfaction is an overall psychological state
that directs the relationship between the
customer and company product or service.
4. Measurement of Satisfaction
The National Business Research Institute (NBRI)
recommended following factors that one could
use in measuring customer satisfaction
Excellence of service
Promptness of service
Pricing
Complaints or problems
Faith in your employees
Relationship with contacts
Positioning in clients’ minds
5. Lean Theory
Lean idea derives from the automobile
company; Toyota and now it become
internationally recognized.
Lean approach is fit for the companies which
focus on cost reduction while enhancing
performance by efficient material and
information course along the supply chain
(McCullen&Towill, 2001).
7. Customer Relationship
Management
To succeed in the competitive environment,
company needs to align their product and
services that not only satisfy customer need
but also compete efficiently by building
strong relationship with the customer.