Ch 1: Understanding QSM principles

Question 1

What is QSM (for internal customers)?

Answer 1

The process of ensuring that the company’s internal customers have the best experience during their employment

Question 2

What are the 7 Principles of QSM?

Answer 2

Great Customer Experiences:

1. Are a source of Long-Term Competitive Advantage
2. Are created by Consistently Exceeding customer Physical and Emotional Expectations.
3. Are Differentiated by focusing on stimulating Planned Emotions
4. Enabled through Leadership, an Empowering culture, and energetic people who are happy and fulfilled.
5. Designed”Outside In” rather than “Inside Out”
6. Are Revenue generating, and can significantly reduce costs.
7. Are The embodiment of the Brand