CustomerSatisfactionMethodologyDeliverables:BalancedKPIScorecardContinuousImprovementWorkoutsCoreProcessAlignmentCurrentPracticesandPerformanceReviewCustomerAcquisitionandRetentionAnalysisCustomerNeedsMapDistributionChannelAnalysisKeyInitiative'sBusinessCaseMarketSegmentAnalysisStateOfTheIndustryAnalysisPhaseName:EstablishCustomerFocusedVisionPhaseDeliverables:Company'sBasisofCompetitionCoreCompetitiveCompetencyAnalysisCriticalCustomerEventAnalysisCurrentPracticesandPerformanceReviewStakeholderCommunicationsStrategyStateOfTheIndustryAnalysisStepName:AnalyzeIndustryValueSystemStepDeliverables:StateOfTheIndustryAnalysisTasks:1.Formindustryanalysisteama.Cross-functionalcompanyrepresentativesb.AAindustryexpertsc.AAengagementteam2.Prepareworkshopmaterialsa.Industrytrendspresentation(mayuseotherindustriestrendslikeoutsourcing,superstoreconcept,premiumprivatelabeling,etc.)b.Prepareworkshopagendaandapproachpresentationc.Facilitiesandlogisticsd.Inviteparticipants(nomorethan15forworkshop)3.Conductworkshopa.Introduceworkshopapproachb.Industrytrendspresentationc.Wholegroupidentificationofindustryparticipantsd.Breakoutsassignedtodefineindustryparticipantroles,influenceoncustomersatisfactionandbehavior,opportunitiese.Challengebreakoutstocreatea“mystery”industryentrantandhavethemdescribeitsroleandeffectonthecompany’scompetitiveposition4.Finalizeindustryanalysisa.Documentindustryvaluesystemgraphicb.Documentindustryparticipantroles,pointsofinfluence,andopportunitiesc.DocumentpotentialscenariosforchangeinthebasisofcompetitionStepName:AnalyzeCriticalCustomterEventsStepDeliverables:CriticalCustomerEventAnalysisTasks:1.Formindustryanalysisteam(nomorethan15individuals)a.Cross-functionalcompanyrepresentativesb.AAindustryexpertsc.AAengagementteam2.Prepareworkshopmaterialsa.ReviewIndustryValueSystemAnalysisPresentationb.Determinecustomertypestobeanalyzed(e.g.OEM,end-user,dealer,agents,etc.)b.Prepareworkshopagendaandapproachpresentationc.Facilitiesandlogisticsd.Inviteparticipants(nomorethan15forworkshop)3.Conductworkshops(foreachcustomertype)a.Introduceworkshopapproachb.Presenttargetcustomerinindustrycontextc.Ask“Wheredoesrelationshipbegin?”d.Ask“Whereisrelationshiprenewed?”e.Placebeginandrenewaleventsapartonablankwallf.Askteamtofillinblanksspaceg.Review/refinemodelformissingevents,pushoutatbothendsh.Identifylogicalsegmentsinmodelandassignportionstobreakoutteamsi.Havebreakoutsidentifycustomerneedsateacheventj.Reportbackonevents/needsandassigntoproduct,service,channelandintangiblek.Usecoloredstickerstolocatestrengthsandweaknessesl.Brainstormopportunitiestoimproveandidentifyquickwins4.Finalizecriticalcustomereventanalysisa.Documentcriticalcustomereventmodelsb.Documentwantsandneedsbyvaluepropositioncategoryc.Documentstrengths,weaknesses,opportunitiesandquickwinsStepName:IdentifyCoreCompetitiveCompetenciesStepDeliverables:CoreCompetitiveCompetencyAnalysisTasks:1.IdentifyValue-AddedCompetenciesa.ReviewCriticalCustomerEventAnalysisb.Ask“Whatdoesthecompanydowelltomeetcustomerneeds?”c.Obtainevidenceofeach“Dowell”(e.g.KPIs)2.IdentifyEnablingCompetenciesa.Foreach“Dowell”ask“Whyweareabletodoit?”b.Drawstructureofcustomervalue-addedandunderlyingcompetencies3.DetermineCompetitiveCompetenciesa.Forallcompetencies,ask“Whatdowedobetterthancompetition?”b.Ask“Whatdoesthecompetitiondobetterthanus?...
