Management Consulting and Training - International Management Technologies, Inc.
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Courses > Measuring Knowledge Work and Customer Satisfaction
-- Course Outline --
This fast-paced, interactive workshop uses humor to make an otherwise technical topic fun and personally relevant. It is a common revelation to discover what we measure most is often what customers care about least. This workshop shows how you can significantly impact that alignment. It is specifically intended for change leaders from government, education, health and other information-intensive organizations. Learn a new, intuitive and highly practical way such enterprises have achieved 10:1 return on investment (ROI) from their transformation initiatives by removing these obstacles:
- Survey addiction: Asking the wrong questions of the wrong people in the wrong way, obscuring priorities we should and could address.
- Activity-oriented initiatives: Activity is often confused with results. Completion of milestones is considered the definition of success.
- Measurement imbalance: Big focus on what we care about, little focus on customers’ priorities.
This session will stimulate and equip you to understand why we measure the things we do, what we really should measure and how to measure seemingly immeasurable customer wants for service organizations. Examples show you how others have used this approach successfully. Don’t even think about creating balanced scorecards or surveys without this information. Use this tutorial to better meet the new ISO 9000/2001 requirements and Baldrige criteria categories 3, 4 and 7.
Participants work in teams for maximum application to real life. Every concept is taught in a practical, jargon-free style and presented with humor. You will leave the session able to measure intangible work and customer satisfaction, as well as create a desire to do so in others. Examples are used to show how others have used these methods to achieve competitive advantage with great speed.
OBJECTIVES
You will learn to:
- Avoid dependence on surveys that may only be suitable for wrapping fish
- Identify what to measure first to propel dramatic improvement in satisfaction
- Unambiguously identify who “the customers” really are, in an elegantly simple way you have never heard before
- Infuse your scorecard (8 dimensions) with the balance customers will love
- Identify what to measure first to drive improvement in satisfaction
- Define service and knowledge work as tangible, measurable products
- Ask the three (3) questions that always uncover what customers want
- Translate seemingly immeasurable subjective expectations into objective measures
- Use measures to create cultural change
- Take the first steps in applying these practices upon your return to the office
OUTLINE
Satisfaction Surveys
- Common problems
- Examples of the good, bad and ugly
- Keys to survey success
How to identify the three drivers of customer satisfaction
- How to separate performance, perception and outcome expectations (TEAM APPLICATION TOOL)
WHY to measure service and knowledge work
- 8 Dimensions of performance to measure and balance
- Align mission, strategy, values and behavior
- Improve the right things
- Numerically define “success” in a way everyone understands
WHAT to measure and in what sequence
- Outcomes (results)
- Products (knowledge-based deliverables)
- Process (activity)
HOW to measure the seemingly immeasurable
- Redefine intangible service and knowledge work as products
- How to uncover and anticipate what customers want (APPLICATION TOOL)
- The top three customer expectations for every product
- Translate squishy perceptions into objective measures (APPLICATION TOOL)
- Designing products, evaluating satisfaction
Taking action
WHO SHOULD ATTEND Executives, managers and change leaders responsible for implementing performance measurement, customer satisfaction/success, survey development, ISO certification and related initiatives for enhanced competitive position.
For more information about this course, contact us.
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