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INSTITUT MANAJEMEN TELKOM Jafar Sembiring IM TELKOM
PROGRAM STUDI
MBTI
PERCEPTION
Address: Jl Gegerkalog Hilir, No. 47
Bandung, West Java, Indonesia 40152
Tlp. +62 22 2011384/5/8; Fax: +62 22 2011387
Website: www.imtelkom.ac.id
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PERCEPTION
PERCEPTION = Being in the customershead
Who are your customers?Customers:
Internal
External
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CUSTOMER-FOCUSED
TREAT OTHERS AS YOU WOULD LIKE TO BETREATED IN THE SAME
CIRCUMSTANCES.
Getting into the customers head is at the
baseline of being in businesses.If you dont know how to do it,
your
chances for success are limited.Being in the customers head is
not a staticactivity.
The customers and trends change.
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CUSTOMER CONTINUUM
Satisfy
known
needs
Give somethingunexpected
Give something they
didnt know they wantedCreate a need
Satisfy unknown needsSatisfy competitive needs
Expected and added ongoing
benefits
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INNOVATION
Most innovations come from customers
Of 1.800 successful innovation recordedat the US Patent
Office:
were the results of perceived marketneeds
were the results of perceivedtechnical opportunities.
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ALLIANCES
The management tool that integratesemployees and gives
competitiveadvantage to an organization
By creating networks andrelationships that are nurtured and
managed over time.
How?
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INTERNAL ALLIANCE
Creating internal networks andrelationships:
to add valueto treat the relationship partners
as valued customers
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EXTERNAL ALLIANCE
Creating external networks andrelationships:
to create competitive advantagein the market place
to ensure preemptive positioning
for future success
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Perception in Practice: Target Store
Ron Johnson (MBA from Harvard), the generalmanager ofTarget
Stores:
World class performance means alwaysexceeding your best-ever
results
Target differentiates its storesUse of IT to know:
what has sold in every store
the pattern of selling
the trends (colors, features)
the adjustment to be made
Transfer of internal information
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Perception in Practice: Ritz Carlton
Mark Timothy Hodgdon, general manager ofRitz Carlton Huntington
Hotel and Spa:
Credo: ladies and gentlemen serving ladies andgentlemen
Very strong commitment to cultureFocus on fundamentals as gold
standards
Total alignment throughout the company
Delivering consistently excellent service
Belief in the importance of the employees
Commitment to heart and soul into business
Investors can choose to build a grand facility
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Thank You
