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.

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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

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