(A) study on esstablishment of business excellence model for loyalty management in service industry

Abstract

Over the past decade, companies of high growth and profits have pursued value innovation strategies which are ultimate object of business excellence. The business excellence have been developed from the worldwide TQM (Total Quality Management) process and is based on the premises that customer satisfaction, employee satisfaction and impact on society are achieved through leadership driving policy and strategy, people management, resources and processes, leading ultimately to excellence in business results. The business excellence model would help to improve quality and productivity by establishing guidelines and criteria that be used by business, industrial, governmental and other enterprises in evaluating their own quality improvement efforts. Since the 1990s, service industry has become a dynamic key area for the economic development of industrialized nations and there has been ever growing pressure to increase the value, size and quality of the customer base. Also, as the market is close in time to mature, company are in trouble to recruit new customers and try to attract competitors`` customers. So, the company must preserve their own customers`` loyalty and manage their own effective methods - loyalty management. When putting business excellence strategies into action, structural conditions create only the potential for individuals to share their best ideas and knowledge. To actualize this potential, a company must cultivate a corporate culture conductive to willing collaboration. In this thesis, I introduce a Road map and Customer map as enabler of business excellence in service industry. Customer map is a method for visualizing the relations among customer value component and various customer characteristics on two dimensional planes or three dimensional planes. Customer map is used for finding employees`` characteristics as well as customers`` characteristics. The road map is deployed by the sequences of DFSS processes and various customer maps are util...