Outside-In: The Secret of the 21st Century Leading Companies by Steve Towers - Buy it online - http://bit.ly/OITHESECRET
The rules of the game have changed. The Customer is center stage and everything will be aligned to achieving Successful Outcomes - Processes, People, Systems and Strategy.
Customer Expectation Management: Success Without Exception by Terry Schurter and Steve Towers - http://bit.ly/13BFKt
Customer Expectation Management (CEM) is a business approach that identifies and shapes customer expectations, and once set by the company, those expectations are met without exception.
CEMMethod
Customer Expectation Management (CEM) is an emergent management and business approach with the powerful idea of defining your business, not in terms of the goods and services you provide, but in terms of "customer expectations." CEM explicitly links corporate strategy down into every niche and corner of the enterprise to ensure that your business sets and meets customer expectations --without exception. These toolkits assist you with each step along the CEMMethod process.
CEMMethod(tm) Toolkits
The following CEMMethod(tm) toolkits are available for purchase:
Moments of Truth
Breakpoints
Business Rules
Successful Customer Outcomes
Bridging the Gap (building the business-technology partnership)
Innovation (going beyond the traditional mindset and moving to a new process-performance landscape)
The Premium Pack
Includes all 6 individual toolkits below.
$
195.00
Moments of Truth Toolkit
Toolkit 1 of 6 The purpose of the Moments of Truth Tool Kit is to give you an actionable approach to making Customer Satisfaction work in your favor... to recast it as a positive, enabling effect rather than as a negative, revenue-stealing one.
$
49.00
Breakpoints Toolkit
Toolkit 2 of 6 The purpose of the Break Points Tool Kit s to give you an actionable approach to Reducing Costs in your organization through the Identification and Elimination of Causes of Work. Most process improvement techniques focus on only a small portion of the improvement potential in every process… the tip of the iceberg if you will. How big is the opportunity resting out of our sight, hidden below the waterline of current process improvement practices? The Breakpoint Toolkit will help you realize the hidden potential in every process.
$
49.00
Toolkit 3 of 6 The purpose of the Business Rules Tool Kitis to give you an actionable approach to identifying and optimizing the process-based behavior in your organization, thereby Increasing Revenues and Enhancing Customer service. Rules are generally an unmanaged or mismanaged aspect of our businesses. They range from explicit rules (designed to manage decisions and control human behavior), to implied rules with no business basis for their existence. Rules are very “sticky.” Once a rule goes into place – whether it is explicit or implied – it tends to stay there for a very long time. That’s a problem because everything else is constantly changing while many of our rules are not. Obviously no benefit comes from have rules in place that contradict, or simply do not apply to, our current business context. This is called business rule obsolescence. It’s not hard to imagine why we aren’t getting our intended results if the business rules governing how we do things – our organizational behavior – are not aligned to our current goals or the experience we desire to deliver to our customers. The Business Rules Toolkit will help you realize the hidden potential in every process.
$
49.00
Successful Customer Outcomes Toolkit
Toolkit 4 of 6 The purpose of theSuccessful Customer Outcome Tool Kitis to give you an actionable approach to creating successful, winning strategies for your business in the face of the customer-driven economy of the 21st Century. You have to do the Right Thing to succeed these days, not just Do Things Right. In the bloom of the Industrial Age we didn’t have to do the right things we just needed to do things. Business success occurred on a broad scale for anyone that was able to organize a business and produce goods. As we grew out of the Industrial Age competition started increasing. It was no longer good enough to do things, we had to do things right. This was the genesis of the management approaches (Industrial Engineering, TQM, Porter’s Value Chain, Management by Objective, Six Sigma, Balanced Scorecard, Lean, etc.) in wide practice today. But you won’t find these approaches at the heart of most successful companies in the 21st Century because we’ve moved past these inside-out management techniques. The SCO Toolkit provides the opportunity to redefine and align our processes for success.
$
49.00
Innovation Toolkit
Toolkit 5 of 6 The purpose of theInnovation Tool Kitis to give you an actionable approach to Innovating on your Customer Value Propositions for the purpose of creating and sustaining Market Growth. The challenge of competing in the 21st Century Customer-Driven Economy All we have to do to know the challenge of competing in the 21st Century Customer-Driven Economy is to look at the news headlines to see what big company is struggling to produce profit today. Nobody is immune and what worked yesteryear won’t work now. Of course we all know that. But if so then why do we insist on cost-cutting strategies; glossy, big-budget marketing cam-pains (you know how much you hate those overdone advertisements? your customers hate them just as much); sales blitzes; reorganizations; Six, Eight or Ten Sigmas (what’s a sigma?); and Lean (a diet?) something or other. It’s simple, because we don’t now how to harness the power of innovation as a practice and as a behavior. This Toolkit brings back into play the power of innovation at every level of our organization.
$
49.00
Bridging the Gap Toolkit
Toolkit 6 of 6 The purpose of theBridging the Gap Tool Kitis to give you an actionable approach to leading and applying technology against core business issues of the organization. Technology is not a differentiator... but how we use Technology can be. The most successful organizations use technology to differentiate. But they don’t buy technology to differentiate, they apply technology to differentiate. The secret is in the application, and that is the secret to Bridging the Gap between IT and the business.