Customer orientation Yes yes but HOW Helsinki 2005

Customer orientation - Yes yes, but HOW? Helsinki 2005 Reijo Ljungberg 2021 -12 -21 1

40 years of customer orientation 1965 • The word customer is used in SCB for the first time • The brochure phase • 1975 • A centralized organisation UC handled all comission work • Some advertisments are used, i e telephone book • 1985 • Decentralisation of the comission work • The first big public trade fair 2021 -12 -21 2

40 years of customer orientation 1995 • Reform of official statistics • The first nordic marketing conference 2005 • The Web-site is fully established • The third nordic marketing conference 2021 -12 -21 3

The commission works 1965 -2005 2021 -12 -21 4

What means have we used? • Internal Training Working groups Organisation Standardised products External Advertising Product information pamphlets WEB-site 2021 -12 -21 5

What results have we reached? • Training • Working groups • Organisation • Standardised products 2021 -12 -21 6

What results have we reached? • Advertising • Product information • WEB-site 2021 -12 -21 7

What is effecting customer orientation most? • The boss? • Company/organisation culture? • The customers? 2021 -12 -21 8

Some remaining questions • Should the influence of the boss be strengthened? • Should we involve the customers more? • What deoes it mean to be a guvernement agency and in the same time act customer orientated? 2021 -12 -21 9