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ESG TCE & Quality Overview

This overview outlines HP's commitment to customers and their comprehensive satisfaction and loyalty strategy. It highlights the values, vision, governance structure, measurement system, and process improvement initiatives that drive HP's total customer experience.

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ESG TCE & Quality Overview

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  1. ESG TCE & Quality Overview October 13, 2002 Marilyn Martiny, TCE ManagerHP Enterprise Marketing and SolutionsCustomer Insight MeetingMay 2003

  2. HP’s commitment to our customers HP has launched the most comprehensive satisfaction and loyalty strategy in the industry. Here’s how… HP Confidential

  3. passion for customers uncompromising integrity meaningful innovation speed and agility trust and respect teamwork achievement and contribution HP Values the HP corporate values HP Confidential

  4. Passion for Customers – an HP core value “Passion for customers can be as distinct a competitive advantage as any technology that we can ever sell. Our focus on total customer experience and customer satisfaction is going to continue to be a hallmark, and a differentiating competitive advantage for this company going forward.” Carly FiorinaChairman & CEO May 2002 HP Confidential

  5. HP TCE & Quality Vision and Mission Vision: Customer focused, quality driven; a company you can trust and count on Mission: Achieve WW customer loyalty leadership by providing the best TCE in the IT industry. HP Confidential

  6. Balanced Scorecard financial integration/ operational excellence customers employees HP Confidential

  7. World Wide Ops TCE and Quality HP TCE & Quality Governance Structure customersegments TCE & Q council Consumer & Micro-Business TCE & Q council Small Medium Business TCE & Q council (CE) Corporate and Enterprise Business Enterprise System Group TCE & Quality HP Services TCE & Quality Personal Systems Group TCE & Quality Imaging and Printing Group TCE & Quality global business groups HP Confidential

  8. Commitment to our customers It is our commitment to be the industry leader in delivering an unbeatable experience to every customer at every single point in his or her total lifecycle of doing business with us • Be the easiest company to do business with. • Be a company that customers can trust and count on. • Have employees and partners that go the extra mile and put the customer first in everything they do. HP Confidential

  9. Relationship Assessment Process assessment customer analysis tells selection story START hp customer review takes invites action hp back customer review and report impact experiences improvement initiatives change HP Confidential

  10. Integration of TCE into business planning Business Plans Customer Feedback TCE Life Cycle & Priority Setting Target Areas Metrics Goals & Reports Commission & Manage Improvement Reward & Recognition HP Confidential

  11. HP’s TCE Measurement System • Measure TCE in each region, across all stages of customer lifecycle • End-to-end customer experience • Category/lifecycle phase experiences • Event/transaction experiences • Internal process metrics • Compare results to major competitors • Manage key performance drivers • Link performance to compensation HP Confidential

  12. Driving process improvement • Black Belts • Drive results in all four quadrants of the Balanced Scorecard • Highly trained in statistical tools, advanced team skills, and improvement methodologies • Green Belts • Lead and drive improvement activities • Broad capabilities to apply quality tools using common terms and approach “Better, Faster Improvement” HP Confidential

  13. Keys to Success • Execute on initiatives – they come straight from our customers • Facilitate the ongoing transition to a more customer-focused company • Help employees at all levels understand our customer’s needs Nothing improves unless something changes HP Confidential

  14. High-tech, Low cost, Best total customer experience HP Confidential

  15. Closed loop TCE framework Measure & reward TCE improvements Define customer requirements Define TCE improvements HP Confidential

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