Linking Performance Indicators to Customer Satisfaction PPT

This PPT slide, part of the 138-slide Strategic Planning - Hoshin Policy Deployment PowerPoint presentation, illustrates the interconnectedness of various performance indicators within an organization, emphasizing the importance of customer satisfaction across multiple functions. At the center, the organization's overall customer satisfaction is quantified using the Net Promoter Score, a widely recognized metric that gauges customer loyalty and likelihood to recommend the company’s products or services.

Surrounding this central metric are several key operational areas: Order Management, Customer Service, Production, Sales & Marketing, and Purchasing. Each of these areas has its own specific measure of customer satisfaction or performance. For instance, Order Management focuses on customer satisfaction through the lens of Order Confirmation Lead Time, indicating how quickly customers receive confirmation of their orders. Customer Service is evaluated based on First Call Resolution, which reflects the effectiveness of resolving customer issues on the first contact.

Production is assessed through Order Fulfillment Lead Time, highlighting the importance of timely delivery in enhancing customer satisfaction. Sales & Marketing's performance is measured by 90-Days Forecast Accuracy, which is crucial for aligning supply with customer demand. Lastly, Purchasing is evaluated through Material Replenishment Lead Time, ensuring that the necessary materials are available to meet production needs efficiently.

This slide effectively conveys how each department's performance directly impacts overall customer satisfaction, underscoring the need for alignment across functions to achieve organizational goals. The visual representation of these linkages serves as a reminder that improvements in one area can lead to enhanced outcomes in others, fostering a holistic approach to performance management.

This slide is part of the Strategic Planning - Hoshin Policy Deployment PowerPoint presentation.

Developed by a Senior Executive and Operational Excellence Coach with experience at organizations including NOKIA, MICROVENTION, and MAGELLAN, this is a presentation and suite of supporting templates to implement Hoshin Policy Deployment.

Download the Full Presentation

EXPLORE MORE SLIDES FROM THIS PRESENTATION

EXPLORE MORE PRESENTATIONS ON

Strategic Planning Operational Excellence Hoshin Kanri Strategy Deployment & Execution Customer Service Performance Management Customer Loyalty Customer Satisfaction Policy Deployment Net Promoter Score Order Management Sales Production

Are you familiar with Flevy? We are you shortcut to immediate value.

Flevy provides business best practices—the same as those produced by top-tier consulting firms and used by Fortune 100 companies. Our best practice business frameworks, financial models, and templates are of the same caliber as those produced by top-tier management consulting firms, like McKinsey, BCG, Bain, Deloitte, and Accenture. Most were developed by seasoned executives and consultants with 20+ years of experience.

Trusted by over 10,000+ Client Organizations

Since 2012, we have provided best practices to over 10,000 businesses and organizations of all sizes, from startups and small businesses to the Fortune 100, in over 130 countries.

Flevy is the world's largest knowledge base of best practices.

Leverage the Experience of Experts.

Find documents of the same caliber as those used by top-tier consulting firms, like McKinsey, BCG, Bain, Deloitte, Accenture.

Download Immediately and Use.

Our PowerPoint presentations, Excel workbooks, and Word documents are completely customizable, including rebrandable.

Save Time, Effort, and Money.

Save yourself and your employees countless hours. Use that time to work on more value-added and fulfilling activities.

Read Customer Testimonials

"As a small business owner, the resource material available from FlevyPro has proven to be invaluable. The ability to search for material on demand based our project events and client requirements was great for me and proved very beneficial to my clients. Importantly, being able to easily edit and tailor

... [read more]

– Michael Duff, Managing Director at Change Strategy (UK)

"The wide selection of frameworks is very useful to me as an independent consultant. In fact, it rivals what I had at my disposal at Big 4 Consulting firms in terms of efficacy and organization."

– Julia T., Consulting Firm Owner (Former Manager at Deloitte and Capgemini)

"Flevy.com has proven to be an invaluable resource library to our Independent Management Consultancy, supporting and enabling us to better serve our enterprise clients.

The value derived from our [FlevyPro] subscription in terms of the business it has helped to gain far exceeds the investment made, making a subscription a no-brainer for any growing consultancy – or in-house strategy team."

– Dean Carlton, Chief Transformation Officer, Global Village Transformations Pty Ltd.

"FlevyPro provides business frameworks from many of the global giants in management consulting that allow you to provide best in class solutions for your clients."

– David Harris, Managing Director at Futures Strategy

"Last Sunday morning, I was diligently working on an important presentation for a client and found myself in need of additional content and suitable templates for various types of graphics. Flevy.com proved to be a treasure trove for both content and design at a reasonable price, considering the time I

... [read more]

– M. E., Chief Commercial Officer, International Logistics Service Provider

"As a consulting firm, we had been creating subject matter training materials for our people and found the excellent materials on Flevy, which saved us 100's of hours of re-creating what already exists on the Flevy materials we purchased."

– Michael Evans, Managing Director at Newport LLC

"If you are looking for great resources to save time with your business presentations, Flevy is truly a value-added resource. Flevy has done all the work for you and we will continue to utilize Flevy as a source to extract up-to-date information and data for our virtual and onsite presentations!"

– Debbi Saffo, President at The NiKhar Group

"My FlevyPro subscription provides me with the most popular frameworks and decks in demand in today’s market. They not only augment my existing consulting and coaching offerings and delivery, but also keep me abreast of the latest trends, inspire new products and service offerings for my practice, and educate me

... [read more]

– Bill Branson, Founder at Strategic Business Architects