Three things to focus on with immediate benefits:
1.
Define a Successful Customer Outcome for the
processes you are involved with.
Watch – What is a Successful Customer Outcome (SCO) http://bit.ly/1flfSmm
Watch – Step by step guide to creating a SCO.
Watch – What is a Successful Customer Outcome (SCO) http://bit.ly/1flfSmm
Watch – Step by step guide to creating a SCO.
2.
Identify all the customer[1] touchpoints
(aka Moments of Truth - MOT) in your process
Watch – What is a Moment of Truth (MOT) http://bit.ly/1fxHO8T
Watch – What is a Moment of Truth (MOT) http://bit.ly/1fxHO8T
3.
Evaluate all the MOT’s and classify them as (a)
aligned to the SCO, or (b) not aligned. For the latter identify actions to
remove or improve the MOT.
These three easy and quick to do steps will lead to
reductions in cost and complexity, improvements to service and delivery, and
for revenue generating processes growth in income.
[1]
Customer as defined within your SCO map.
Note customers can be
(a) Primary – the ones providing the revenue and paying our salaries. (b) Secondary – those folks interested in our process but not directly involved e.g. Regulators. (c) Internal – other departments/functions or across the value chain partners,
Note customers can be
(a) Primary – the ones providing the revenue and paying our salaries. (b) Secondary – those folks interested in our process but not directly involved e.g. Regulators. (c) Internal – other departments/functions or across the value chain partners,
