6 顧客志向型経営への移行^[○!R](日本企業の多様化する経営課題)

概要

論文の詳細を見る
Customer-Oriented Management is represented by the "CS Management" for improvement of customer satisfaction in the "Total Quality Management". The aim of the theory is building customer-oriented management system. Many companies adopt such a concept to meet the needs in today's mature and service-oriented economy. In this paper, we review problems of "organizational change" among many attempts at customer-oriented management. Based on recent results from a survey of 288 Japanese corporations, this paper clarifies on requirement for shifting to the customer-oriented management. Points discussed are: features of organizational changes in progress among corporations ; relationship among contents of organizational changes and customers-orientation; and process management of organizational change for improving customer-orientation. After making considerations on these analyses, we preset the framework for customer-oriented management: continuous improvement system of management and marketing based on feedback on customer information.
日本マネジメント学会の論文
1999-03-30