Christoph Kruppa, Head of Marketingswiss IT bridge Co., Ltd.www.swissITbridge.ch

Client Satisfaction as the engine of continuous improvement

Agenda

1. About me

2. Questions?

3. Our promises to customers

4. Organisational fundamentals

5. Client Satisfaction

6. Effects

1. About me

• Head of Marketing, swiss IT bridge, & Chief

Event Magician, evecoo

• Tech Community in Vietnam

• Marketing & Events

• Lean & Agile Methodologies

• Scrumbut in Marketing

http://www.flickr.com/photos/hectoralejandro/4401992531/

3. Our promises to the customers

for example:

o We put the client to the center

o We are result oriented

o We are professionals

o We are a learning organisation

o We communicate openly

o We work hard and celebrate success

o We act with integrity and mutual respect

4. Organisational fundamentals

1. Lean: Continuous improvement

1. Soft factors:Improvement is only possible, if you WANT to improve.

e. g. Truste. g. Opennesse. g. Transparency

5. Client Satisfaction

1.Every week in Status Meeting between decision makers: Satisfaction score between 1 and 6 (Swiss school grade)

2.Continuous improvement:Improvement is only possible, if you know, WHERE to improve.

3.Delivery of the promise in the Success Factors

4.Weekly Status Meeting, School Grade... and then?

5.Immediate improvement due to client focus in regular retrospective

5. Client Satisfaction

5. Client Satisfaction

5. Client Satisfaction

1. School grade is very good- Team receives Bonus- Other teams are motivated

2. School grade is good- How to become very good?

3. School grade is not good- What was not good?- Self Assessment

6. Effects

1. How to communicate...1.good grades?2.bad grades?3.uncompromising transparency?

2. What is the effect on...1.the team?2.the existing client?3.the potential client?

Contact

http://www.slideshare.net/swissITbridge

Christoph KruppaHead of Marketing at swiss IT bridge

ck@swissITbridge.chwww.swissITbridge.ch