Management Consulting and Training - International Management Technologies, Inc.
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Articles
These articles expand upon or illustrate topics covered in our books. They are a great help in getting others on the same C3 wavelength with you. If you really want others to understand and act on an article, don't just send it. Ask the recipient(s) to do something with it:
- Ask readers to identify three (3) ideas in the article most relevant to your organization.
- Schedule a meeting to discuss how the ideas could be acted on.
- Note specific ideas that support or contrast with those of your current or past improvement initiative(s).
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1 - A C3 Self-Assessment (C3 IQ)
Take five minutes to see how customer-centered your organization is on the topics of strategic direction, satisfaction and measures of success. Identify what to strengthen first. |
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2 - 8 Dimensions of Excellence
You wouldn’t knowingly drive your car if only two or three of its eight cylinders were working. Yet when the “car” is your enterprise or a key strategic project, you may focus improvement efforts with an unintended and limiting bias. My objective here is to help you get all eight cylinders working as you never thought possible. |
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3 - Balance Your Balanced Scorecard
by Robin Lawton
A balanced scorecard is a management decision tool. It is intended to be a framework for linking strategy with operational performance measures. In practice, it is an integrated report, usually showing diverse areas of performance an organization most values. This is a departure from traditional performance measurement tools such as financial repo... |
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4 - Creating Total Customer Satisfaction: A Service Quality Strategy That Will Work For You
A great deal of energy has been invested by US manufacturers to improve competitiveness in the past couple decades. Armed with the rediscovered teachings of Deming, Juran, Crosby, Akao and others, significant strides have been made in improving industrial quality and operations; but many would say this isn't enough. The key, others say, is to l... |
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5 - Strategic Plan Abstract
A superb example of a strategic plan that is embraced (not just tolerated) by senior management, easily understood and relevant to personnel at all levels, aggressive and tied to budgeting, performance measurement, incentives and compensation throughout organization. Well done! |
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6 - Measures & the 8 Dimensions of Excellence
Use this self-assessment to determine how effective your key performance measures are. Do they direct and access customer-centered improvement or internally driven priorities? |
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7 - C3 Integration Map
Did you ever wonder how all the C3 core concepts, principles and tools fit into the deployment process? Here is a map to answer your questions! Print on 11x17 paper. For large format printing suitable for training, please email Peggy@imtC3.com with your required file type. |
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8 - Voice of the Customer in a Widget-Free World
Language is inherently ambiguous. The challenge in capturing the voice of the customer (VOC) is to eliminate confusion about who the customers really are and understand what they want so we can predictably create satisfaction and excitement. |
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9 - Applying Customer-Centered Quality to Human Resources
Two myths about quality are that (1) it is hard to apply to the "soft" sides of organizations and (2) that the approach to use is "continuous improvement.” Very advanced quality management systems can be applied to service/knowledge work if we can redefine this work as creating tangible products. Indeed, radical improvements of 80 p... |
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10 - Are Your Surveys Only Suitable for Wrapping Fish?
There's no question that the popularity of surveys is on the rise. You can't go anywhere without being asked to complete one. They are in every hotel room and restaurant, and on every airplane. I fully expect to come home from work one day and find a survey from my wife on the kitchen counter. If paper and pencil surveys are the panacea for build... |
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11 - Customer Satisfaction: The Rules Are Changing
All business success stories necessarily begin with something that links a company to a customer. That something is called a sale. To earn that sale and hold on to customers, manufacturing companies must now pay special attention to "customer focus". In technologically driven industries customer care adds a new skill set requirement to th... |
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12 - Unsung Heroes of Quality
by Debbie Phillips-Donaldson
Guru or not to guru. In the "Up Front" column of the April issue of QP, I shared a challenge from Joseph M. Juran, one of quality's pioneers...He believes most quality leaders are quietly working away without recognition. |
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13 - C3 Discussion Guide
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14 - Sponsor-Participant Testimonials
If you have never attended one of our keynotes, presentations or workshops and would like to know what others have experienced, just download this document! |
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15 - Customer Satisfaction: What to Measure and Why
To offer the best products, leaders must know who their customers are, what they want and what variables should be measured. |
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20 - Product Definition Excel-Based VOC Tool
Use this FREE C3 VOC Tool to: - Eliminate ambiguity of “service” and in defining the purpose of work - Create a tangible link between process and outcome - Provide the basis for identifying who “the customer” really is - Shift focus from “how” to “what”, keeping “why” in mind - Enable the measurement of the seemingly immeasurable (in term... |
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21 - Customer Roles & Power Excel-Based VOC Tool
Use this FREE C3 VOC Tool to: - Identify who your customers are and what role they play with the specific product you have selected. - Determine who currently has the most power and who should have it. |
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22 - C3 Project Action Plan Excel-Based VOC Tool
Use this FREE C3 VOC Tool to: guide you in your C3 implementation project. |
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50 - IMT C3 Tools Copyright Agreement
Please read this copyright Agreement before downloading, purchasing or using any of our Excel based C3 Project Tools |
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