| 摘要 |
A method of organizing a business to align goals of the business with goals of customers of the business comprises identifying a customers experience, I e the customers' value discovery experience, the customers' buying decision experience, the customers' ordering experience, the customers' receiving experience, the customers' using experience, the customers' payment experience, and the customers' feedback and problem resolution experience Organizing the business under a process management system for the customer experiences wherein each process management system comprises a process owner, a documenting process, formal process review identification of customer-driven measures and methods for process evaluation and improvement gathering customer feedback, and based on the customer feedback modifying the process management systems associated with the customer experience to improve the customer experience. |
