The core process is the most important department or operation link to create customer value, such as attracting customers, order management, loading, customer service and support, developing new products or services, billing and collection processes, etc. These are directly related to customer satisfaction.
Accordingly, the processes of finance, budget, human resource management and information system are auxiliary processes supporting the core process, which are indirectly related to improving customer satisfaction. Different enterprises have different core processes.
All these traditional quality management tools, such as SPC, MSA, FMEA and QFD, are indispensable tools to realize the Six Horses.
Related introduction:
Paying attention to customers is the soul and core content of six smart horses. Organizations depend on customers, and obtaining high customer satisfaction and loyalty is the main goal pursued by organizations. However, customers will feel satisfied and loyal only after their needs and expectations are fully understood and met.
Organizations should deeply understand the current and future needs and expectations of customers and pay attention to their dynamic changes, so as to promote quality improvement, eliminate defects, solve problems for customers, meet customer needs and strive to exceed customer expectations, thus establishing good customer relations and continuously enhancing customer satisfaction and loyalty.