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What you can strengthen<br>with C3 inside
Balanced Scorecard
Baldrige National Quality Award
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Change Agent
Customer Relationship Management (CRM)
Culture Change
Customer Satisfaction
Customer Service
Design for Six Sigma
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Measurement
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IMTC3

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8 Dimensions

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Creating a customer-centered culture requires a change in thinking. The C3 Foundation Model provides a graphic version of the framework for this new thinking. This is not a flowchart. It shows the relationships among key topics. The sequence in which the C3 Foundation Model's concepts are applied is vital to rapidly achieving customer and enterprise success. Consider these the 10 Steps to Alignment with Customers:
  1. Articulate, align and measure both strategic and customer outcomes.
  2. Select the few products most likely to enable or constrain outcome success.
  3. Identify end-user, broker & fixer customers for chosen products.
  4. Uncover and measure customers' priority expectations for each product.
  5. Measure seemingly immeasurable voice of the customer expectations.
  6. (Re)Design products and innovate to best achieve outcome priorities.
  7. Assure the mission of the enterprise and its internal functions are in alignment.
  8. Produce the minimum number of easily understood source products (policies, strategies and plans) necessary to execute mission intent.
  9. Cut producer's production process and customer's acquisition process times by 80%
  10. Measure and improve performance of outcomes, products and processes, in that order.

-- Sustain and Celebrate Success! --

There are five major themes explicitly addressed when we apply the C3 Foundation Model: language, values, measures, power and hidden assumptions. These themes can be considered key levers to change or strengthen your organization's focus on customers.

Successful application of the C3 leadership system achieves measurable results including:

  • customer success and loyalty
  • breakthroughs in product design and organizational responsiveness
  • rapid, sustainable deployment of the change process
  • empowerment of customers and employees.

The ultimate goal is to transform organizational performance for the benefit of end-users, producers and society.


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"Creating a Customer-Centered Culture", the Customer-Centered Culture (C3) Model, the C3 logo and the 8 Dimensions Model are service marks or registered trademarks of International Management Technologies, Inc. ©2008 Management Consulting and Training - International Management Technologies. All rights reserved.