Organizational Excellence Framework - Customers (PowerPoint PPTX)

This is an introductory workshop on customers. It focuses on defining and implementing good customer practices that are covered in the Organizational Excellence Framework (copyright 2010 Dawn Ringrose) publication that integrates global excellence models and provides implementation guidelines for the practitioner. These practices have been validated by over 20 years of research.

The customer practices include: Using research to define and segment customers; Determining customer needs and expectations; Communicating the value of products and services to the customer; Aligning employees on the importance of the customer; Training and empowering employees to be advocates for the customer; Ensuring positive customer experiences by identifying and managing customer contact points; Making it easy for the customer to do business and provide feedback; Responding successfully to customer feedback; Reaffirming presence in established markets or the requirement to change market approach.

Each practice includes a definition, implementation guidelines and practical examples and may include applicable research findings. The workshop is formatted so that participants learn about best management practices related to the topic and have an opportunity to self-assess against the practices and develop an improvement plan to address gaps.

This workshop is part of a consulting toolkit that includes: the Organizational Excellence Framework publication, scenario games, automated assessments, holistic workshops for micro to large size organizations and modular workshops for each key management area (governance, leadership, planning, customers, employees, work processes, suppliers and partners, resource management, continuous improvement & performance measurement).