Learn about supply chains, and how organizations work together to create value.
- Jeff Bezos, the founder of amazon.com said,…"we see our customers as invited guests to a party…"and we're the hosts.…"It's our job every day to make every important aspect…"of the customer experience a little bit better."…Isn't that an incredible way to think about…the relationship with your customers?…It certainly helped Amazon…to become a very successful company…and in this video, we'll look more closely…at how companies design a product or service…and then how they provide customer service.…
The key to understanding customer service…is to understand the balance between what you want to do,…what your customers expect from you,…in other words, what they value…and how much they're willing to pay for it.…Let's start with the design of your product or service.…Design and engineering teams…are focused on creating new products and services…that solve problems for customers.…They may use a process such as quality functional design…to prioritize features based on what customers want.…
The customer service team…is the group that interacts most often with your customers…
Instructor Daniel Stanton begins the course by reviewing the key skills highlighted in the Project Management Institute (PMI) Talent Triangle, and explaining how strategy and business management fit into your professional development. Next, he explains how to align your project with the priorities of your organization, and effectively communicate the goals, benefits, and risks of your project to your stakeholders. Then, he walks through the different business functions in an organization, including marketing and sales, supply chain management, human resources, and information technology. To wrap up, Daniel explains how to leverage your business acumen to collaborate effectively with individuals throughout your organization.
- Identify the role of business acumen in the PMI Talent Triangle.
- Recognize that projects are how businesses implement changes.
- Explore the characteristics of a SMART goal.
- List several business benefits of good customer service.
- Identify common financial documents.
- Review common financial analysis methods.
- Recall the three common approaches to continuous process improvement.
- Identify the differences between strategic, tactical, and operational goals.