Chatper 6 - NEC? ????????

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Chatper 6 - NEC? ????????
????CASE??
????? ???? ????? ???? ?? ????? ??? ???????
???????? ??
????? ???? ???? ???? 5th Team
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Chapter 6 - NEC ????????
CaseOverview
1. 1996? NEC ??? ??? ??????? ??
2. ????? ??? / ????? ?? / ?????? / ?? ???? ???? / ????? ?? ?? ? ?? ??
3. ????? ? ?? ? ?? ??? ??
4. NEC? ????? ???? ????????? '????'? ??
5. ??? ????? ?? ??? ??? ?? ????? ?? ?? ?? ??? ? ?? ??? ???? ??
6. ?? ??? ????? ????? ?? (??? ??/??/??? ??? ??? ???? ??? ??)
7. ??????? ?? 'CS??'? ??
8. ????? ??? ??? ?? ??? ??
????? ?? P220222.
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contents

1. NEC? ????
2. NEC? ??????? ??
3. NEC? ????? ???????
4. ????? CS ( Customer Satisfaction ) ??
5. ??? ??? ?? ?? ( ? / ???? ?? )

contents
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NEC? ????
00 ? ? ?
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Profile
NEC? ????
??? NEC Corporation
?? ??? / ???? / ????
??? ???? ????
??? 1899? 7? 17?
?? ??, ??
???? ????? ??? ??? 1? ???? 12?
??? 382? 8273? ??(2001)
??? 429? 3441? 3000??(2001)
NEC CI DATA 2002?? ??
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NEC? ???? ?? NEC? ??? ???? ????, ????, ??? ???
??? ??? ?????. NEC? ????? ??? ?? ??? ??? ???? ??
??? ?? ??? ?? 3?? ????? ?? ?????? ??? ?? ????
???? ?? ??? ???? ?? ????.
NEC? ????
NEC? ???? ??
1. The Customer is the Starting Point 2.
Customer Oriented Management
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NEC? ????
NEC ??? ?? C? S? ??? ??? ??????, NEC? ?? ??? ??
??? ???? ??? ?? NEC? ??? ???? ????.
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NEC? ????
CS Measurement
CSM Customer Satisfaction Management
CS Marketing
CS Movement
????
lt NEC? 3M gt
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The Course of CS
1960 1965 Start of Zero Defect (ZD) Movement
1970 Start of Quality strategy (Q Strategy) warded Japan Quality Management Award
1980 Start of SWQC (Software QC) ProgramOpening of Hibiya Showroom Establishment of PIC (Personal Computer Information Center) 1985 Convocation of NEC International ZD Convention 1987 Start of Customer Service Total Inspection Movement
1990 1990 Announcement of Corporate Philosophy and Management Commitment 1991 Change of entire organization to customer-oriented system Establishment of Customer Satisfaction Promotion Committee Start of First Customer Satisfaction Forum 1992 Announcement of customer Satisfaction Management Concept Publication of Customer Satisfaction Management Guide 1993 Establishment of Customer Satisfaction Research Group 1994 Thorough implementation of CS as major management Policy 1996 Awarded First Japan Quality Award (Semiconductor Business Group)
2000 2000 Introduction of Internal Company System
NEC? ????
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NEC? ?????????
99 ? ? ?
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About Japan Quality Award
NEC? ???? ?????
???????? 1995? 12? ??? ???? ?????????? ??? MB??
??? ??? ??????. ?, 1987?? ???? ?? 50?? ???? ??
???? ???? ?? ??? MB?? ???? ???? ??? ??? ???
??? ??????

• ???????? ????
• MB?? ???? ??
• ????? ?????? ?? ??
• ???? ?????? ??? ????
• ???? ???? ? ????? ?? ??? MB?? ?? 1/5??
• ???? ????? ??? ??? ?? MB?? ??? ??? ??? ??? ??
• ? ???? ?? ? ???? ?? ??? ??????.

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About Japan Quality Award
NEC? ???? ?????

• ??? ????????? ????? ??
• 214? ??? ???? 473?(1000? ??)?? ????? ??????? ???
  ? ?? 500??? ??? ??
• MB?? ???? ?? ????? 600? ???? ???? ??? ??? ???
  16? ??? ???
• ????? ????, ??? ?????? ?? ??? ???? ??????,
  ????? ????, ??? ???? ?? ?? ??? ????

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About Japan Quality Award
NEC? ???? ?????
???????? ???? ????? ????? ??? ??? ??? ??
?????? ??? ??? ??? ???? ?? ???, ?? ??? ??, ?? ???
?? ??? ????? ???. ??, ??? ??? ???? ?? ???? ?????
???.???????? ????? ??????? ??? ???? ??? ?????
?? ? ??? ???? ? ?? ??? ?? ??? ???? ?? ??? ?????
???? ? ??? ???? ?? ????.
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Winner of Japan Quality Award
NEC? ???? ?????
1996 NEC ??????? 1997 ??? ?? (Asahi
beer) -???? ??? ????? ????? (chiba isumi)
???? 1998 ???? ??????? ??? ????
1999 ???? ?? ????? ???? ???????? 2000
?? ????(I.B.M) ??? ???? ??? ???? ????
(???) 2001 ?????? ???? ???? ???-??
???? ????
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?? ??. http//www.jqac.com/
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NEC? ????? ???????
97 ? ? ?
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DataBase?
NEC? ???? ???? ???
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DataBase
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??? ?? Data Base? ??
NEC? ???? ???? ???
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NEC? ???? ???? ???

• NEC? ??????
• - NEC?? ???? ??? ???? ???? ??
• NEC? ????(??????)? ??
• - ??????? ????? ???
• - ???? ?? ??? ???, ?????, ??? ??, ????? ??
• ????? ?? ??? ?? ????? ??(?????, ????)
• - ???? ????? ??, ?? ? ??? ???? cs ????? ?? ??
  ??
• - ??? ?? ??? ??? ???? ????? ??, ??? ?? ??? ?
  ???? ???? ? ??? ??? ??
• gt ???? ????? ?? ?? ???? ??? ??? ??? ? ??
  ????? ??

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NEC? ???? ???? ???
NEC? ??????????
???? ??? ??? ?????? ????, ?? ????? ?? ? ?? ??
???? ?? ?? ?? ??? ???? ????? ??, ???? ?? ?? ? ?
??? ??? ?????? ??? ???? ?? ????? ???? ?????.
Customers
?????
????
?/????
Listening Post
??????? ?? ????? ??
????????? ?? ????? ???? ???
????? ?? ????? ?? ????? ??
Improvement
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NEC? ??? ?? ???
NEC? ???? ???? ???
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??? ????? ???? ??? ?????? ??? ?? ??? ???? ?? ? ?
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• ????? ???? ??
• ???? ?? ??? 6???? 3??? ??
• ?? 50??? ?? ?? ??
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???? ? CS??
00 ? ? ?
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??????(Customer Satisfaction Index) ??
????? CS ??
CSI? ??? ??? ??, ???? ??? ?? ? ???? ??? ??? ????
?????? ???? ?? ???? ? ??? ??? ??? ??? ???? ???.
CSI? ??
CSI? ??
??? CSI? ???? ??? ???? ????? ??? ?? ??????
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CS? ????
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?? Needs ????
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