Choose three companies. Post your thoughts on why you believe the first builds c
ID: 409404 • Letter: C
Question
Choose three companies. Post your thoughts on why you believe the first builds customer value through value excellence, the second through operational excellence, and the third through customer excellence. Make sure you thoroughly explain how they are successful in the way that they carry themselves in these very different opportunities. Make sure to use outside research (the CSU-Global Library is a good place to look) to help you justify your position on each company. A total of three sources is adequate for this question.
Explanation / Answer
Suzuki - This company builds customer value through value excellence. Its products strive to deliver value to its customers. Suzuki is known worldwide for its core competency of making small cars that ate highly fuel efficient. Thus it builds customer value by offering value excellence. Suzuki has leveraged this poortunity and dominates the market of India and Japan and many other Asian countries.
Toyota - This company builds customer value through operational excellence. Toyota follows the lean production system. Employees participate in improving quality and through change leadership the company strives for operational excellence. This ensures that the product's quality meets the six sigma criteria and this builds value for the customer.
Nike - This company builds value through customer excellence. At the time Nike was started, Adidas was already a well established brand. Nike raised the expectations of the customers by changing what the customer valued. This helped Nike in leveraging the level of value to customers. Nike has product leadership in the sport shoe category and this builds customer value.
Sources: https://hbr.org/1993/01/customer-intimacy-and-other-value-disciplines
http://www.innovationexcellence.com/blog/2013/04/30/are-you-creating-enough-value-for-your-customers/
http://www.johntschohl.com/Seminars/Achieving-Excellence-Through-Customer-Service