Improve the Product Experience and Everybody Wins
Customer and Process Excellence
Overview
My Customer and Process Excellence workshops are designed to help you to ‘Think Customer’. Whilst many organisations have reasonably good processes, they are often designed to deliver internal performance metrics. What can really differentiate you from your competition is the ability to deliver what your customers really want and value.
So, instead of focussing on internal efficiencies, think about making life easy for your customers. The internal efficiencies will flow through as a by-product.
These underlying principles of the Customer and Process Excellence training programme help you to think ‘outside in’. Start with Journey Mapping before moving on to designing lean, efficient and high performing processes:
stay focussed on the customer
define your value proposition
articulate your customer promises
think customer and continuously improve
If you want to explore how you can start to increase your customer satisfaction and reap additional business benefits from having lean, efficient and effective processes, let me know and we can start the conversation.
Course detail
No. of days: 0.5, 1 or 2
No. of Participants: 6-14
Depending on the areas you want to focus on, we will jointly build a programme that matches your needs. Developing customer and process excellence in your organisation will give you long term competitive advantage. You can pick and mix from the list below - each topic below is roughly an hour module with an exercise, reflection and debrief.
Topics covered
Customer Journey Mapping
Value Chain Design
Customer Experience - balanced scorecard
Process Architecture - what, why, how
Process Design
Process Analysis
Everyday Continuous Improvement
Process Ownership
Process Metrics and Voice of Customer
Process Risks and Controls
Process Performance Management
Process Maturity