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Promoting customer orientation
The Project
Promote customer orientation, Enhance customer-centric focus at Siemens AG
The Customer
Information and Communications, Automation and Control, Power, Transportation, Medical, Lighting
- 434,000 employees in 190 countries
- 75.2 billion euros revenues (2004)
The Objective
Worldwide long-term initiative geared towards continuously
improving customer satisfaction
The Procedure
- Team up with Siemens’ intercultural project task force to develop a four-phase implementation
plan for worldwide deployment
- Develop all guides and supporting materials; test ACCBs (Agamus Consult Communication Boards)
- Carry out a successful pilot project in Ireland
- Support global rollout
The Result
"We were more than impressed with the number and quality of suggestions
for improvement. Customers appreciably rewarded much of what we implemented."
Furthermore: "We are confident that in this form, the program will bring about the same success in other areas and countries," notes Lorenz Zimmermann, Managing Director, Siemens AG Ireland.
Dr. Peter Niebisch, Agamus Consult
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