Curriculum Vitea
Ellen de Lange-Ros is
owner of Faxion, a
company
inspiring and advising organisations on customer satisfaction, market
research and customer orientation. In line with it’s motto ‘Facts in
Action’, Faxion focuses on getting the facts of customer research into
actions in organisations.
Ellen started Faxion at the 1st of October 2006. Until then, she worked
at KPN where she worked at KPN Research since 1999 on several
innovation projects. From 2002 until 2005, Ellen was responsible for
the customer satisfaction measurements within KPN´s division
Fixed. In
this period, improving customer orientation was one of the strategic
goals of KPN. A corporate improvement process was started to improve
customer satisfaction & loyalty and during the next years, many
improvements were realised. The customer satisfaction measurements were
an important accelerator for the whole process and the improvements
realised. Since 2005, Ellen worked on Customer Care in the consumer
market. Further, she worked on innovation projects on chat in a
business context and opportunities in the gaming market.
Before Ellen started at KPN, she worked at Twente University for five
years on quality management and she has written a PhD thesis on
Continuous Improvement in Teams (1999). Some publications of the PhD
thesis are:
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