Management Consulting and Training - International Management Technologies, Inc.
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Courses > ACHIEVING 8 DIMENSIONS OF EXCELLENCE: Aligning Strategy, Measures and Voice of the Customer
-- Course Outline --
DESCRIPTION
How would you feel to discover your car engine was only running on one or two of its eight cylinders? Whether your “car” is an organization or a key project, you wouldn’t knowingly continue to drive it that way. This session will enlighten, inspire and equip you to get all 8 cylinders working together like you never thought possible.
Is your transformation initiative a success when processes are improved, costs are cut and performance is measured in ways customers don’t care about? Hardly, but the mirage is tempting. Change initiatives often promote customer success as a priority but put all the attention on improving process. That’s fine, but it only improves performance on 1 of the 8 Dimensions. Like tuning up one of the eight cylinders on your engine. Learn about how to integrate the other 7 and get stunning, sustainable results.
This entertaining, provocative and pragmatic session is for change leaders wanting to strengthen focus on strategic outcomes customers (and competitors) will notice. Your top-rated speaker and author, Robin Lawton, presents leading edge concepts, provides you with new voice of the customer tools and outlines an eminently practical way to:
- Describe customer priorities along four main dimensions
- Connect the voice of the customer to business strategy
- Balance eight (8) areas of performance and related measures
- Integrate and leverage existing improvement initiatives
OBJECTIVES:
This fast-paced, interactive session shows you how to:
- Define 21st century knowledge and service work as tangible, measurable products that satisfy emerging expectations.
- Use new tools that enable strong alignment between Baldrige Criteria, strategy & customers.
- Move from an internal, process focus toward a culture where customer-desired outcomes drive innovation and are measured.
- Integrate existing initiatives with a customer bias, accounting for generational issues many organizations struggle to resolve.
- Address 4 key performance areas most scorecards miss.
- Assure any improvement effort yields at least a 5:1 return.
- Use examples of success to strengthen what you already do well.
This jargon-free session provides participants with a powerful but elegantly simple Voice Of the Customer framework and process that has consistently produced high results in the toughest settings. The top-rated national presenter/ author shows you why customers may not tell you their most important expectations, yet hold you accountable for satisfying them. Examples illustrate what a well-aligned strategic plan, balanced scorecard and voice of the customer change initiative looks like. As an executive or change leader, you will also identify (and see how to remedy) common obstacles that may be interfering with your organization’s customer-centeredness:
- Initiative proliferation: so much to do, we forget what the goal is
- Measurement imbalance: big focus on what we care about, little focus on customers’ priorities
- No consensus: confusion about what “service” means or who “the customer” really is
- Activity-oriented strategic plans: activity is often confused with results
ATTENDEE COMMENT
It is funny that, instead of the C3/8D ideas slowly fading away as often can happen after a course, they are making more and more sense. You have essentially changed the whole way I approach everything I do! And I am enjoying my job more as a result.
I have been working with one of our business groups on their balanced scorecard. Someone came in to see me today and said, "I don't know what you have been doing with that group, but they finally seem to be focusing on the right things to improve. Hallelujah! Manager, Operational Excellence, Wolters Kluwer Health, Pharma Solutions
OTHER COMMENTS:
How would you describe to others what you liked most?
- “Defining products that are internal to clarify what it is you are doing, who the customers are and what are their expectations.”
- “How to get good customer feedback (Voice of the Customer)”
- “Excellent course and very engaging and entertaining presenter!”
- “Excellent course and curriculum. Lots of content was applicable to take back to my organization.”
- “It was presented in a manner which provided me the ability to clearly see how I can use this in my “real” world."
- “Focus on how to uncover and understand what customers really want and how to measure success. Lots of great discussion.”
- “New way of thinking that links other tools together in a unified system.”
- “The information we talked about appeared to have been designed specificially for our group. It was relevant and very enlightening.”
- “Enjoyed the interaction and discussion surrounding customer expectations and measurements – anything can be measured."
- “I liked the innovative thinking – very thought provoking."
- “You challenge us, you help us to be a stronger leadership team.”
WHO SHOULD ATTEND
This course is well-suited for executives, managers and change agents responsible for uncovering the Voice of the Customer, the development and success of transformation and improvement systems, achieving customer successes and business growth. Course content is applicable in all functions including engineering, marketing, quality, logistics, IT, customer service, finance, supply management, etc. Participants could be professionals well-versed in the latest management methods or newcomers from all industries and government.
For more information about this course, contact us.
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