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Breakout Session #312 Frank H. Malsbury, Contracts Manager,

Customer Involvement in Process Improvement. Breakout Session #312 Frank H. Malsbury, Contracts Manager, Robert H. Lailer, Raytheon Six Sigma (R6 o ) Expert Raytheon Date 28 April 2004 Time 3:00 – 4:00PM. Customer Involvement is Essential Know Your Customer Goals / Needs.

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Breakout Session #312 Frank H. Malsbury, Contracts Manager,

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  1. NCMA World Congress 2004 “Maximizing Value to Stakeholders…Contract Management in the Business World”

  2. Customer Involvement in Process Improvement Breakout Session #312 Frank H. Malsbury, Contracts Manager, Robert H. Lailer, Raytheon Six Sigma (R6o) Expert Raytheon Date 28 April 2004 Time 3:00 – 4:00PM NCMA World Congress 2004 “Maximizing Value to Stakeholders…Contract Management in the Business World”

  3. Customer Involvement is EssentialKnow Your Customer Goals / Needs • Customer involvement generates Teamwork • Leverages talent that achieves excellent and innovative results • Customer involvement creates a common experience that builds trust • Customer involvement improves understanding Customer needs • Customer involvement is cost effective Customers involvement in Contractor Processes leads to success NCMA World Congress 2004 “Maximizing Value to Stakeholders…Contract Management in the Business World”

  4. Customer Involvement Addresses Changing Customer Needs • Defense Acquisition process is very dynamic; annual budget changes can redirect programs “instantly” • The DoD Transformation is latest example of change • Sep 2003, Def. Secy. Rumsfeld • "For the Pentagon to meet the challenges of the future, it cannot be anchored to the past.” • “We must be as agile, flexible, and adaptable as the forces we field in battle.“ DoD “Transformation” paradigmmakes Customer involvement essential so we can understand and be responsive NCMA World Congress 2004 “Maximizing Value to Stakeholders…Contract Management in the Business World”

  5. Our Customer Involvement Approach • Customer Focused Marketing at the root • Performance • Relationships • Solutions • Integrated Product Teams • Facilitate and streamline decision-making by making recommendations based on timely input from the entire team • Six Sigma Process • Specify Value in the eyes of the Customer • Execute Project for process improvement • Response to Customer feedback • Credible shared experience through Teamwork “The impression that our Customers have of us is the sum of their experiences with us.” NCMA World Congress 2004 “Maximizing Value to Stakeholders…Contract Management in the Business World”

  6. The Foundation for Success Performance • Customer-focused metrics to identify and measure performance • Performance on current programs is critical to Customer satisfaction and ability to win new business • Establish and maintain credibility and reliability • Flawlessly execute current programs Drive performance, program execution, to achieve maximum Customer satisfaction NCMA World Congress 2004 “Maximizing Value to Stakeholders…Contract Management in the Business World”

  7. The Foundation for Success Relationships • Get to know your Customers, and let them know you - visit • LISTEN to your Customers to understand their needs • Be predictable to support shared Respect and Trust • Timely responsiveness • Be proactive, resolve issues, have open communication • Always resolve issues - leave no situation or problem unattended • Build Positive solid relationships every day Develop credibility by meeting all our commitments NCMA World Congress 2004 “Maximizing Value to Stakeholders…Contract Management in the Business World”

  8. The Foundation for Success Solutions • Work with Customers early and often to understand and shape their requirements • Use innovative and cost effective solutions • Trust built from solid Customer relationships leads to successful solutions • Be focused on solutions, not products; the former are usually longer term • Provide solutions for entire life cycle of product Build on success through integrated mission solutions NCMA World Congress 2004 “Maximizing Value to Stakeholders…Contract Management in the Business World”

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