04/07/2023 1

Internal customer philosophy: Understanding internal customer

needs, teamwork, and employee care Involvement of employees in serving

the external customer better

By: Abhishek MishraShezad Trunkwala

Shashikant JajalNitish Jaiswal

04/07/2023 2

Importance of internal customer Little attention is being paid to internal

customer service which ultimately affects customer satisfaction

When we think of customers service, we think of staff serving customers over the counter or over the phone

Will you fly the airline whose employees are striking with management?

04/07/2023 3

04/07/2023 4

Southwest airline’s success strategy Walk the Walk Employee golden rule Employee first approach

04/07/2023 5

Employee surveys

Employee wants

1. Appreciation 2. Feeling "in" on things 3. Understanding attitude 4. Job security 5. Good wages 6. Interesting work 7. Promotion opportunities 8. Loyalty from

management

What we think they want

1. Good wages 2. Job security 3. Promotion

opportunities 4. Good working

conditions 5. Interesting work 6. Loyalty from

management 7. Tactful discipline 8. Appreciation

04/07/2023 6

Toyota motor corporation

Toyota started in 1933. Founder Kiichiro Toyota.

04/07/2023 7

Internal customer need Physical workplace:- custom-built facility. Work atmosphere and communication:-

different type of activities tournament, social club.

Training and skills development:- skills developing program.

04/07/2023 8

Team work Discussing an issue. Team decision. Commitment of Members. Toyota believe in six factor:- effective

leadership, good system of operating, sufficient and consistent control, friendly and trusting environment, effective communication and common purpose & vision.

04/07/2023 9

Employee care Financial benefit and compensation:- Health and family-friend benefit:- Vacation and personal payoff:- Community involvement:- Health clinic for employees:-

04/07/2023 10

Employees involvement for external customer Toyota customer’s first policy:- Customer relationship division initiative:- Amlux toyota:- Customer idea for development:- Basic policy:-

04/07/2023 11

Ducati

04/07/2023 12

Today, Ducati is one of the most successful motorcycle companies in the world with a dramatic profit growth since 1996.

Before its huge success, Ducati was one step away from facing bankruptcy.

Ducati managed to overcome such an obstacle through strong innovation and culture.

Introduction

DUCATI is the authentic motorcycles Italian brand that builds emotions. The world's most attractive motorcycles are the result

of a deep commitment to racing competitions; they are the purest expression of refined skill, unmistakable design and

above all, a great passion for bikes.

04/07/2023 13

Super-Sport Naked Sport-Touring Limited Editions Spare Parts, Accessories and Apparel

Product Categories

04/07/2023 14

Knee-Down Easy-Riders Weekend Riders Highway Riders

Characteristics:

Performance Functionality Lifestyle Comfort Innovation

Types of Riders

04/07/2023 15

Production Process

Distribution System

Development of Product and R&D

The World of Ducati

Four Core Activities of Ducati

04/07/2023 16

People Service Profit Philosophy (PSP) Leadership Evaluation & Awareness

Program New Hire Orientation Kit Open Door Policy Guaranteed Fair Treatment program Personnel Records Information System Job Change Applicant Tracking System

Employee Care at Ducati

04/07/2023 17

Ducati follows an updated three-level program which is primarily hosted by Ducati North America & held at one of the two Wyotech motorcycle training facilities in Ormond Beach, Florida and Fremont, California.

The program is taught by certified Ducati motorcycle authority Bruce Meyers, founder of renowned New England-based Ducati Performance shop BCM Motorsports.

Inside the classroom students receive hands-on experience working on both new motorcycles (1198 Superbike, Monster 696) and older generation machines (999 and 749-series Superbikes).

Employee Training For Satisfying Customers

Service. It’s one of the most vital aspects of any business. Whether you’re selling hamburgers, hawking used cars or peddling designer jewelry, the key to success revolves around service. The two-wheeled world is no different; hence

if you wish to succeed, especially during these trying economic times, one must make service a priority. And that’s exactly what Ducati North America has

done for the past so many years.

04/07/2023 18

In Level 1 students are taught how to complete all the service basics including pre-delivery inspection (PDI) and 7500-mile service. They also learn the fundamentals of the charging system, fuel-injection, suspension basics, and immobilizer anti-theft system set-up.

Students learn the inner working of Ducati motorcycle engines in Level 2, required for a mechanic to provide warranty repairs on a Ducati motorcycle. Technicians learn how to undertake a complete engine overhaul and operate Ducati’s Diagnostic System (DDS) tool, allowing for advanced system analysis. In order to be eligible for Level 2 training, the student must have completed the updated Level 1 program and undergo annual update certification to keep their Level 2 status.

Training Levels

04/07/2023 19

To become a Ducati master mechanic, students must complete Level 3 training, which is separated into four modules.

The first module consists of training in the inner workings and set-up of Ohlins suspension components. Instruction is held at Ohlins USA headquarters in Hendersonville, North Carolina.

The second module consists of engine dynometer training enabling the dealership to further diagnose problems and further tune the motorcycle if necessary.

The remaining two modules are comprised of advanced electronic troubleshooting and operations management training.

Contd…

04/07/2023 20

Hard Data Indicators: Schedule Adherence Quality Performance Cost Reduction

Soft Data Indicators: Job Satisfaction Conducive Working Relationship Stress Rate Quality in Decision-Making Interpersonal Interaction

Performance Indicators:

04/07/2023 21

Thank You