Clientemania - ken blachard

REPORT OF THE SUMMARY OF THE BOOK "CLIENTEMANIA" FOR:
KEN BLANCHARD

LEIDY ISMELL HERRERA ROA 02151054

TEACHER:
ING. LUIS REINA VILLAMIZAR

UNIVERSITY OF SANTANDER
AUTHORIZE OF ENGINEERINGS
INDUSTRIAL ENGINEERING
LOGISTIC MANAGEMENT
BUCARAMANGA 2006
INTRODUCTION

Inside the world of the organizations it is very common to find situations in which each of these looks dayafter day for the way of being kept in force and excellent opposite to his competitors on the market.

In cause the companies and his managers look for external solutions to what possibly it(he,she) limits itself to problems that take root from the interior of the organization.

It is for this that "CLIENTEMANIA" illustrates as best as possible as a company it(he,she) can by means of hisresources improve constant, and discovering new ways of serving, providing the best service to his workers and to his clients and I treat that they expect to receive.

SUMMARY OF THE BOOK GIVES "CLIENTEMANIA" FOR: KEN BLANCHARD

“I HAVE THE BEST WORK of the world. I travel of here for there observing the behaviour of the organizations. Always I am to the search of companies that are trying to beconstructed in a correct way, centring on his clients and creating cultures that make the persons first and are based on the performance. Why it is so important to centre on the client because be that you bandage pizzas or professional services, his business does not treat itself about you, it is a question of the persons to which it gives his services. I say that always I am to the search ofcompanies that try to do the correct thing because to construct a company of a correct way is a constant trip. There is no a final destiny. When I find an organization in this trip, I get excited ". (KEN BLANCHARD).

This book comes rapidly to the kernel of the matter: if you do not take care his clients, others will do it! The only way of achieving that the company comes to the success is treatingwell his clients. And the only way that exists in order that the personnel treat well his clients is treating well his personnel.

The authors of Clientemanìa are clear: “If you want that his personnel treat his clients as the most important persons of the world, you must treat his personnel of the same way ". Yum! Brands, owner of marks recognized as Pizza Hut, Long John Silver's and KFC,like that understood it and today his empire spreads all over the world as example of his success.

CASE YUM BRANDS

YUM’s vision! It is to create the best company of restaurants of the world, a place to the one that to the people is charmed with coming to work every day with desire of recovering his tasks, compromised in spite of reaching big results and with a sense of responsibility ineverything what they do.

Our recipe for the success begins with the belief of which everything what we do tour concerning(around) which the people have a face "YUM", offering to our consumers the food that more they like to prices that they make them return, with equipments(teams) focused in giving the only service to the clients.

We are creating restaurants of world class with a culture based inwhich the people are first. Our restaurants are at the expense of persons who know and love this business. Our General Managers of Restaurant (GGR) are our leaders number one; our holders of an exemption are our more important associates.

To turn Yum! In a dynamical competitor of the market, we create a strategy that includes our Passion, fundamental Values and how we work together. This threebeginning(principles) reinforces our commitment with our personnel and consumers.

YUM's PASSION!

YUM’s Passion! It(he,she) is:

To act as A System in order that the people of the whole world have a face YUM... This special one on having eaten that it makes smile and to create clients of for life.
• • The food that more he(she) likes

• • The Value that makes it return

• •...