By Joachim Scharioth, Margit Huber

ISBN-10: 3540002553

ISBN-13: 9783540002550

Today, Stakeholder administration is a time period widely used to explain the coverage in the direction of all curiosity teams that experience a stake in an organization or an establishment, however the an important query is how this idea should be top utilized to a company's context. during this booklet, businesses utilizing a Stakeholder administration instrument provide their first-hand account of the way this device permits them to effectively degree, display screen and deal with their stakeholders' functionality. The event of those businesses highlights how throughout diversified sectors and international locations powerful consumer relationships, devoted staff and profitable relationships with providers could be created to stick on the leading edge of brand new international economic climate. corporation contributions are complemented by means of professional articles approximately present company subject matters comparable to functionality size, Balanced Scorecard and knowledge Mining methodologies.

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In order to get all the employees into the right mood for teamwork, external trainer held one-day 'kick-off events. Almost every single Haspa employee participated in one of those events between 1993 and 1998. The main emphasis of these events was on personal contact with the customers, co-operating as a customer-orientated team, and each employee's personal attitude when dealing with their customers and their expectations - both with regard to the respective employee and with regard to Haspa. The Quality Teams were (and are) free to choose the topics of their teamwork.

Through the TRI*M index, the intensity of customer retention can be measured at any point. Thus, the index enables internal benchmarking and also helps to identify Haspa's external positioning within the German banking sector. 2 Mystery Shopping Haspa perceives the Mystery Shopping, in which branches can participate on a voluntary base, to be a qualitative tool that is complementary to the quantitative customer satisfaction survey of private customers. The Mystery Shopping is also conducted in co-operation with an external market research company.

At that time, the idea of looking into the issue of customer satisfaction in a more systematic and profound way gained shape. After some research and after the first rough ideas had been collected, intense discussions about the structure of such a survey took place with several market research companies that had, amongst other things, specialized in conducting customer satisfaction studies. Finally, we decided to work with the TRI*M-System of NFO Infratest. Nevertheless, when setting up such an information and management system it is useful to proceed in several consecutive steps.

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Achieving Excellence in Stakeholder Management by Joachim Scharioth, Margit Huber


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