Improved Customer responsiveness

1. Marketing

1.1. Know the customer and the demands

1.2. Communicate feedback from customers to the correct function/s

2. Materials Management

2.1. Develop logistics systems that can quickly be changed to unexpected customer demands

3. Research & Development

3.1. Involve the customer in the product development process

4. Human Resources

4.1. Develop programmes to encourage employees to think like its customers

5. Infrastructure

5.1. Build a company-wide commitment to customer responsiveness by leading by example

6. Production

6.1. Implement flexible manufacturing to achieve customisation

6.2. Be able to respond quickly to changes by being flexible in the manufacturing process

7. Information Systems

7.1. Increase customer responsiveness by using web-based information systems