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DOCUMENT DESCRIPTION

This presentation is a collection of PowerPoint diagrams and templates used to convey 28 different Service Excellence frameworks and models. (Please note that these are diagrams and charts that are to be used in your own business or classroom presentations. These are not instructional slides.)

INCLUDED MODELS/FRAMEWORKS:

1. Five Phases of Design Thinking
2. Business Model Canvas
3. Customer Journey Mapping
4. Empathy Map
5. Four Moments of Truth
6. Net Promoter Score (NPS)
7. 6P's of Marketing Mix
8. Keller's Customer-Based Brand Equity Model
8. Kano Model
10. Kaufman's Six Levels of Customer Service
11. Ladder of Loyalty
12. Apostle Model (Satisfaction-Loyalty Matrix)
13. Importance-Performance Matrix
14. Profitability-Loyalty Matrix
15. RATER Model
16. SERVQUAL Model
17. Five Steps of Service Recovery
18. The International Standard for Service Excellence (TISSE2012)
19. Five Principles of Lean
20. APQC Benchmarking Methodology
21. Root Cause Analysis
22. ADKAR Model
23. Kotter's Eight Phases of Change
24. McKinsey's 7S Framework
25. COPC-2000
26. Baldrige Excellence Model
27. EFQM Excellence Model
28. Australian Business Excellence Framework

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Source: Service Excellence Models PowerPoint document

 
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Service Excellence Models

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File Type: PowerPoint (pptx)

File Size: 2.5 MB

Number of Slides: 143

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Initial upload date (first version): Feb 13, 2016
Most recent version published: Sep 13, 2016

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