1. Customer vs Customer Focus Value from a RoadTek perspectivefrom a customer perspective

2. Customer Focus Highlights the importance to RoadTeks’ business success of determining and satisfying customers’ current and future needs, expectations and wants. To do this, RoadTek acknowledges that our customers determines the quality of our products and services required and received.

3. Customer Focus RoadTek continually interacts, communicates and seeks feedback from our customers, to improve our work systems and resultant outputs. Within RoadTek, individuals and groups understand that each is a link in the work process which results in the delivery of a product or service to our customers. These links view their interactions with each other as a customer-supplier relationship.

4. Customer Focus Key Aspects Our customer is the first and final arbiter of quality. All work is a process. A process is the steps, tasks and interactions that are required to deliver a product or service which meets customer demands. Alignment of work processes to continually meet customer needs (current and future) occurs. RoadTek direction, behaviour and culture, is actively shaped by seeking feedback (positive and negative) and translating it into the organisation. The concept of customer-supplier is applied internally. Customers’ future needs are identified and become the focus of improvement activities. Maintaining and winning customers is done through continuous improvement.

5. Customer Value What are our customers’ perceptions of RoadTeks’ products and services, and their perceptions of our competitors? When we’re doing this well, we will have evidence that demonstrates customer loyalty and our success in anticipating and satisfying customers’ needs and expectations.

6. Customer Value Areas that might be considered include customers’ perception of RoadTek with respect to: Capability of meeting specificationsSimplicity, convenience and accuracy of documentation Defect, error, rejection ratesCall answering Consistency, standardisationPayment terms and financing MaintainabilityWarranty and guarantee provisions ReliabilitySpare part availability On-time provisionInnovation in service quality In-full provisionProduct development Logistics informationService assurance/restoration Delivery frequency - timeliness and completeness Responsiveness and flexibility Complaint levels Product availabilityWarranty payments Accessibility of key staffRe-work levels Product trainingAccolades and awards received Sales supportCustomer relative perceived value of service Product literatureCustomer retention rates Technical supportCustomer advocacy statements Awareness of customer problemsAbandoned calls Complaint handlingConsultation with industry and customer groups

7. Customers are known and segmented, their needs are explored. Market information is gathered.` People in the organisation know the part they play in the process of meeting customer needs. Customer perceptions are sought and known. This knowledge is acted upon. Processes are aligned and designed to meet customers’ needs and expectations The customer is the reason for our existence, this is recognised and acted upon throughout the organisation. The organisation is adaptive to customers’ changing needs. Our customers are advocates of our organisation. We are partners working towards a mutually beneficial future. Becoming Customer Focused is a step by step process …

8. Customers are known and segmented, their needs are explored. Market information is gathered.` This means … Customers (internal and external) are known. They are segmented into groups and data about them is collected and identified. Contact is made. Other relevant data regarding specific customer group preferences is collected. The concept of internal customers is known. RoadTeks’ performance relevant to its competitors is explored. Step 1

9. People in the organisation know the part they play in the process of meeting customer needs. This means … Customer needs are known, communicated and acted upon. The internal customer concept and its impact on our external customer is recognised. All areas of RoadTek understand the external customer needs. People understand the contribution they make in the process of satisfying customer needs. Step 2

10. Customer perceptions are sought and known. This knowledge is acted upon. This means … Customer feedback and participation is encouraged Customer feedback is analysed and disseminated throughout RoadTek Processes that cause customer dissatisfaction are changed. Organisation, communication and processes are shaped to reflect customer perception. Internal customers’ perception of products and services are sought. Regular communication with customers at many levels is established. Step 3

11. Processes are aligned and designed to meet customers’ needs and expectations This means … Processes are documented and understood. Customer needs, perceptions and feedback are the indicators of performance measures and improvement activities. Process output is measured by customer criteria. There is a formal mechanism to capture customer needs from all sources which enables design of new products and services. RoadTeks’ performance relevant to our competitors is known. Step 4

12. The customer is the reason for our existence, this is recognised and acted upon throughout the organisation. This means … RoadTeks’ performance in comparison to its competitors is known and acted upon. Customers perception are communicated throughout RoadTek. The quality of our work processes at all levels provides a competitive and strategic advantage. Customers are regularly invited to contribute in activities which improve our understanding of their needs. Step 5

13. The organisation is adaptive to customers’ changing needs. Step 6 This means … Relationships with customers are on- going to identify their future expectations and opportunities. In a response to requests, formal and informal channels for information flow are established, recognised and used. RoadTek’s structure and processes recognise and support formal access to the customer. The capability of customers’ existing systems is recognised Customers’ special needs are met. There is a formalised process to identify and translate customers’ latest needs into products and services.

14. Our customers are advocates of our organisation. We are partners working towards a mutually beneficial future. Step 7 This means … Our customers’ preference for us is based on mutual competitive advantage. Our business customers and our competitive advantage is quantifiable. We have created partnerships with key customers to create a sustainable competitive advantage. Overall our customers are advocates of our responsiveness and service.

15. So how do we put all this into practice?

16. You’ve all heard about it, now it’s your chance Here’s what you’re going to do…

17. Tonight for dinner you will be split into 2 groups of 12 One group will take over the actual running of the restaurant and bar The other group will dine as normal

18. The challenge for the restaurant and bar staff is to deliver ‘knock your socks off’ service

19. You will need to work out roles and responsibilities We suggest the following; 4 observers, one at each table 4 bar/drinks staff 4 table service staff

20. You will have the complete run of the restaurant and bar You are responsible for the complete dining experience Good luck!