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The Complete Guide to Systems Thinking and Learning
book

The Complete Guide to Systems Thinking and Learning

by Stephen G. Haines
January 2000
Beginner content levelBeginner
400 pages
12h 18m
English
HRD Press
Content preview from The Complete Guide to Systems Thinking and Learning
94 The Complete Guide to Systems Thinking and Learning
Tool #14 Customer Wants and Needs
Application of Systems Dynamics #4: Input/Output Model;
and #6: Multiple-Goal Seeking
Focus on outcomes—defining and meeting customer wants/needs. The value to the customer is
always some mix of five “STAR” outcome points:
choice and customization
service excellence, ease of doing business
high quality goods and services
speed, timeliness, responsiveness
total cost (in all ways)
➥➥
For example:
When you start thinking about how to create customer value, consider
all the outcomes customers are likely to desire. Though customer needs are rarely
looked at in ...
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Publisher Resources

ISBN: 9780874255713Publisher Support