The following are my opinion for the important parameters that Lego needs to control in order to fulfil customer requirement and achieve customer satisfaction.
Basic quality of products and services is fully implemented. Product materials, designs and safety are excellent. Successfully, replace the small wooden blocks to manufacturing plastic bricks. The materials use for production is safe for users particularly toys that designed for kids. Lego invent in complex and comprehensive customers relation management to connect with customers and build up social network. This includes excellent after sales services and support that available for customers. Invested in integrated SAP system to manage customer relationship. Designed loyal programs for lead users and Lego passionate and fans.
Performance of the designed models and plastic bricks are highly reliable and perfectly fit together well. Lego is not just a game but unique and popular as a game that to develop children thinking skills and creativity. Customers are willing to pay for premium price for high quality products and services.
Employees’ satisfactory is also one of the key factors that keep the company for international success. Lego provides career advancement to its employees and willing to invest in training for existing and new employees.
Flexible moulds and high technology production enable Lego to achieve efficiency, effectiveness and economical in productivity. Structural production and operating systems enable Lego to identify production problems and rectify the problems immediately to avoid wastes and losses when machines breakdown. Random sampling for quality check and quality control is carrying out before distribution to ensure that the products are minimal defect.
Innovative partnership has created more exciting products and more variety segmental and to different categories of users. Lego allows users and customers to create and participate in products...