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Creating a Customer Focus CMIOLP (CMI Open Learning Programme), by Kate Williams
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The new edition of the Chartered Management Institute's Open Learning Programme has been updated to include the latest management concepts and methodologies. It includes current management concepts, the changing legal framework in which managers operate and the impact of technology in the work environment. The scope of the workbooks has been broadened to enable more generic and stand-alone use of the materials
Each workbook has a new introduction that places the subject area within the context of the managerial role and the end of each section now has a learning summary.
The final summaries from the first editions have been replaced with a section entitled Toolkits for Busy Managers that includes links to other workbooks in the series, links to relevant BH / CMI textbooks, further reading, website addresses, and trade journals
User & mentor guides are now a downloadable resource from BH website.
- Sales Rank: #15482551 in Books
- Brand: Brand: Butterworth-Heinemann
- Published on: 2004-11-22
- Original language: English
- Number of items: 1
- Dimensions: 11.69" h x .0" w x 8.27" l, .0 pounds
- Binding: Paperback
- 96 pages
- Used Book in Good Condition
From the Back Cover
Creating a Customer Focus is a workbook that explores how to put customers at the heart of organisational planning and procedures. As a manager you need to understand the requirements of customers and the, often conflicting, demands of relevant stakeholders as well as the environments in which the organisation is operating. Understanding the 'bigger picture' will enable you to make better informed decisions when planning the day-to-day operations of your part of the business.
It enables you to:
*understand the internal environment of your
organisation
*understand its mission and values, structure
*recognise its stakeholders, structure and culture
*recognise what shapes your customer expectations
*recognise the root causes of customer
dissatisfaction
*identify your customers and their requirements
*identify strengths and weaknesses in your
organisation
*identify opportunities and threats in the wider
environment
*recognise the components of a marketing plan
*implement an improvement plan to improve customer
service
*encourage feedback from customers
Creating a Customer Focus is a new edition in the Chartered Management Institute's Open Learning Programme. The series has been updated to include the latest management concepts and methodologies. It includes current management concepts, the changing legal framework in which managers operate and the impact of technology in the work environment. The scope of the workbooks has been broadened to enable more generic and stand-alone use of the materials
Each workbook has a new introduction that places the subject area within the context of the managerial role and the end of each section now has a learning summary.
The new final section in each workbook is entitled Toolkits for Busy Managers and include links to other workbooks in the series?, links to relevant BH / CMI textbooks, further reading, website addresses, and trade journals
User & mentor guides are now a downloadable resource from BH website.
Titles in the series at level 4 include:
Developing Personal Potential
Maximising Resources
Communication in Organisations
Improving Competitive Advantage
Positive Recruitment & Retention
The Performance Manager
Developing High Performance Teams
Successful Project Management
Using Information for Decision Making
About the Author
Has extensive management and training experience in both public and private sector organisations, including the design and delivery of training solutions and material. She is co-director of the Learning Approach, a training and resource consultancy specialising in developing managers.
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