|
Customer Focus
Who are our most (profitable) valuable customers?
What are their needs, characteristics? What should we deliver and how should it be delivered?
Why should they prefer us compared to competition
Who are our least important (profitable) customers. How do our offer differ towards them?
Engage / Involve
Engagement from the organisation - start to end, CEO to case worker
What does this mean to me as an individual?
Involvement right from start
Performance Monitor
Management Team creates clear and distinct goals and communicates them to everybody in the organisation, making sure they are properly understood
Clearly aligned and cascade down each individual with both 'leading' and 'lagging' indicators
Frequent follow up
Compare
Internal benchmarking and Best Practice transfer
External Best Practice and Process comparison
Best Practice sharing and transfer of critical areas/processes
Process
Organise
Competence Develop
IT Select
What are the functional specifications
How do they translate to technical specifications
What do we need to automate from a customer perspective, from internal efficiency requirements and from competence point of view
Implement
Clarity: what should be delivered; what are the expected results with in what scope
What needs to be done different, new or not at all
What does it look like to the customer
Assure benefits are delivered
|
