Sheet1Page1CustomerSatisfactionMethodologyDeliverables:BalancedKPIScorecardContinuousImprovementWorkoutsCoreProcessAlignmentCurrentPracticesandPerformanceReviewCustomerAcquisitionandRetentionAnalysisCustomerNeedsMapDistributionChannelAnalysisKeyInitiative'sBusinessCaseMarketSegmentAnalysisStateOfTheIndustryAnalysisPhaseName:EstablishCustomerFocusedVisionPhaseDeliverables:Company'sBasisofCompetitionCoreCompetitiveCompetencyAnalysisCriticalCustomerEventAnalysisCurrentPracticesandPerformanceReviewStakeholderCommunicationsStrategyStateOfTheIndustryAnalysisStepName:AnalyzeIndustryValueSystemStepDeliverables:StateOfTheIndustryAnalysisTasks:1Formindustryanalysisteama.Cross-functionalcompanyrepresentativesb.AAindustryexpertsc.AAengagementteam2Prepareworkshopmaterialsa.Industrytrendspresentation(mayuseotherindustriestrendslikeoutsourcing,superstoreconcept,premiumprivatelabeling,etc.)b.Prepareworkshopagendaandapproachpresentationc.Facilitiesandlogisticsd.Inviteparticipants(nomorethan15forworkshop)3Conductworkshopa.Introduceworkshopapproachb.Industrytrendspresentationc.Wholegroupidentificationofindustryparticipantsd.Breakoutsassignedtodefineindustryparticipantroles,influenceoncustomersatisfactionandbehavior,opportunitiesTimetoCompletionSheet1Page2e.Challengebreakoutstocreatea“mystery”industryentrantandhavethemdescribeitsroleandeffectonthecompany’scompetitiveposition4Finalizeindustryanalysisa.Documentindustryvaluesystemgraphicb.Documentindustryparticipantroles,pointsofinfluence,andopportunitiesc.DocumentpotentialscenariosforchangeinthebasisofcompetitionStepName:AnalyzeCriticalCustomterEventsStepDeliverables:CriticalCustomerEventAnalysisTasks:1Formindustryanalysisteam(nomorethan15individuals)a.Cross-functionalcompanyrepresentativesb.AAindustryexpertsc.AAengagementteam2Prepareworkshopmaterialsa.ReviewIndustryValueSystemAnalysisPresentationb.Determinecustomertypestobeanalyzed(e.g.OEM,end-user,dealer,agents,etc.)b.Prepareworkshopagendaandapproachpresentationc.Facilitiesandlogisticsd.Inviteparticipants(nomorethan15forworkshop)3Conductworkshops(foreachcustomertype)a.Introduceworkshopapproachb.Presenttargetcustomerinindustrycontextc.Ask“Wheredoesrelationshipbegin?”d.Ask“Whereisrelationshiprenewed?”e.Placebeginandrenewaleventsapartonablankwallf.Askteamtofillinblanksspaceg.Review/refinemodelformissingevents,pushoutatbothendsh.Identifylogicalsegmentsinmodelandassignportionstobreakoutteamsi.Havebreakoutsidentifycustomerneedsateacheventj.Reportbackonevents/needsandassigntoproduct,service,channelandintangiblek.Usecoloredstickerstolocatestrengthsandweaknessesl.Brainstormopportunitiestoimproveandidentifyquickwins4Finalizecriticalcustomereventanalysisa.Documentcriticalcustomereventmodelsb.Documentwantsandneedsbyvaluepropositioncategoryc.Documentstrengths,weaknesses,opportunitiesandquickwinsStepName:IdentifyCoreCompetitiveCompetenciesSheet1Page3StepDeliverables:CoreCompetitiveCompetencyAnalysisTasks:1IdentifyValue-AddedCompetenciesa.ReviewCriticalCustomerEventAnalysisb.Ask“Whatdoesthecompanydowelltomeetcustomerneeds?”c.Obtainevidenceofeach“Dowell”(e.g.KPIs)2IdentifyEnablingCompetenciesa.Foreach“Dowell”ask“Whyweareabletodoit?”b.Drawstructureofcustomervalue-addedandunderlyingcompetencies3DetermineCompetitiveCompetenciesa.Forallcompetencies,ask“Whatdowedobetterthancompetition?”b.Ask“...
