Customer Integration / Customer as co-producer Flashcards
What does Customer as Co-Producer mean?
Customers participate in the value creation process, not just as consumers.
What are the Challenges of Managing Customer Operators?
More numerous and less capable
They are not selected
Less capacity to influence
Variability
overall greater complexity
What is Process Design (as a tool)?
Designing tasks and support systems to facilitate customer integration.
What is Performance Management (as a tool)?
Influencing customer behavior to align with desired outcomes.
What are Instrumental Control Systems?
Influencing behavior through rewards and penalties.
What are Normative Control Systems?
Influencing behavior through social approval and disapproval.
What are the Keys to Normative Controls?
Foundation of trust
Customer interdependence
Customer understanding that their actions matter
What is Behavior Influence Experiences?
Company actions, product/service description, customer behavior, mechanisms to influence behavior, and the resulting customer experience.
What are the Types of Variability in Customer Integration?
arrival of customers
requests made
customer capability
effort exerted
subjective preferences.
What is Poka Yoke?
A mechanism in a process to avoid mistakes and eliminate defects.
Protects from human error through prevention/warning or instant correction.
What is Customer Integration?
Integrating customers and suppliers into the value system to allow customers to create value.
What is Passive Integration?
Value creation through data or actions that customers naturally generate.
What is Active Integration?
Value creation through direct customer participation and collaboration in processes.
