The Five Steps to Winning the Triple
Crown with MOT's
Identify your Goal
Of course the overall goal is to improve
customer satisfaction. But to achieve that goal we need to know what role we
are acting within. This helps us know if we are educating, leading, directing
or doing.
Describe your Target
The target is the “area” we are seeking to
improve. Most often this would be thought of in terms of a “process” but there
is no restriction on how we define the target areas we are working on.
Identify Moments of Truth
For the target area, all of the Moments of
Truth that exist need to be identified. They also need to be described well
enough that what was meant is easily recognizable to others or when we come
back to our work at a later date.
“Blink” your Analysis
Judging the impact of Moments of Truth on
Customer Satisfaction is a very subjective thing. It’s relatively easy for
people to do, but very difficult to codify. It can best be done by looking at
the Goal, the Target and the Moments of Truth all together. In most cases the
Moments of Truth that are problematic will immediately become obvious.
Describe your Actions
Describing your actions is the way you
build the direction, leadership vision or specific activities that need to be
done for improvement to take place. Depending on what your Goal is, your
Actions need to take the form that will help get the work you know needs doing,
done.
It’s important to have a goal. If we don’t
have a goal then it’s very hard to play the game to win! So in your MOT Plan
you need a goal.
What is your goal?
While Improving Customer Satisfaction is
the overall goal, the specific goals for people to help us achieve that are
what is needed to get results.
