Customer Focus Third Edition
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About this ebook
How are the Customer Focus's objectives aligned to the organization’s overall business strategy? How can we incorporate support to ensure safe and effective use of Customer Focus into the services that we provide? What are the success criteria that will indicate that Customer Focus objectives have been met and the benefits delivered? Are there any easy-to-implement alternatives to Customer Focus? Sometimes other solutions are available that do not require the cost implications of a full-blown project? If substitutes have been appointed, have they been briefed on the Customer Focus goals and received regular communications as to the progress to date?
This breakthrough Customer Focus self-assessment will make you the trusted Customer Focus domain standout by revealing just what you need to know to be fluent and ready for any Customer Focus challenge.
How do I reduce the effort in the Customer Focus work to be done to get problems solved? How can I ensure that plans of action include every Customer Focus task and that every Customer Focus outcome is in place? How will I save time investigating strategic and tactical options and ensuring Customer Focus costs are low? How can I deliver tailored Customer Focus advice instantly with structured going-forward plans?
There’s no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Customer Focus essentials are covered, from every angle: the Customer Focus self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Customer Focus outcomes are achieved.
Contains extensive criteria grounded in past and current successful projects and activities by experienced Customer Focus practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Customer Focus are maximized with professional results.
Your purchase includes access details to the Customer Focus self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria:
- The latest quick edition of the book in PDF
- The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
- The Self-Assessment Excel Dashboard, and...
- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
…plus an extra, special, resource that helps you with project managing.
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
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Book preview
Customer Focus Third Edition - Gerardus Blokdyk
About The Art of Service
The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.
Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.
Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’
With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:
http://theartofservice.com
service@theartofservice.com
Acknowledgments
This checklist was developed under the auspices of The Art of Service, chaired by Gerardus Blokdyk.
Representatives from several client companies participated in the preparation of this Self-Assessment.
Our deepest gratitude goes out to Matt Champagne, Ph.D. Surveys Expert, for his invaluable help and advise in structuring the Self Assessment.
In addition, we are thankful for the design and printing services provided.
Included Resources - how to access
Included with your purchase of the book is the Customer Focus Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.
How? Simply send an email to
access@theartofservice.com
with this books’ title in the subject to get the Customer Focus Self Assessment Tool right away.
You will receive the following contents with New and Updated specific criteria:
•The latest quick edition of the book in PDF
•The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
•The Self-Assessment Excel Dashboard, and...
•Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
•…plus an extra, special, resource that helps you with project managing.
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Get it now- you will be glad you did - do it now, before you forget.
Send an email to access@theartofservice.com with this books’ title in the subject to get the Customer Focus Self Assessment Tool right away.
Your feedback is invaluable to us
If you recently bought this book, we would love to hear from you!
You can do this by writing a review on amazon (or the online store where you purchased this book) about your last purchase! As part of our continual service improvement process, we love to hear real client experiences and feedback.
How does it work?
To post a review on Amazon, just log in to your account and click on the Create Your Own Review button (under Customer Reviews) of the relevant product page. You can find examples of product reviews in Amazon. If you purchased from another online store, simply follow their procedures.
What happens when I submit my review?
Once you have submitted your review, send us an email at
review@theartofservice.com with the link to your review so we can properly thank you for your feedback.
Purpose of this Self-Assessment
This Self-Assessment has been developed to improve understanding of the requirements and elements of Customer Focus, based on best practices and standards in business process architecture, design and quality management.
It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.
The criteria of requirements and elements of Customer Focus have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.
In this format, even with limited background knowledge of Customer Focus, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.
How to use the Self-Assessment
On the following pages are a series of questions to identify to what extent your Customer Focus initiative is complete in comparison to the requirements set in standards.
To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.
1 Strongly Disagree
2 Disagree
3 Neutral
4 Agree
5 Strongly Agree
Read the question and rate it with the following in front of mind:
‘In my belief,
the answer to this question is clearly defined’.
There are two ways in which you can choose to interpret this statement;
1.how aware are you that the answer to the question is clearly defined
2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.
A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.
After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Customer Focus Scorecard on the second next page of the Self-Assessment.
Your completed Customer Focus Scorecard will give you a clear presentation of which Customer Focus areas need attention.
Customer Focus
Scorecard Example
Example of how the finalized Scorecard can look like:
Customer Focus
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service7
Acknowledgments8
Included Resources - how to access8
Your feedback is invaluable to us10
Purpose of this Self-Assessment10
How to use the Self-Assessment11
Customer Focus
Scorecard Example13
Customer Focus
Scorecard14
BEGINNING OF THE
SELF-ASSESSMENT:15
CRITERION #1: RECOGNIZE16
CRITERION #2: DEFINE:23
CRITERION #3: MEASURE:34
CRITERION #4: ANALYZE:47
CRITERION #5: IMPROVE:56
CRITERION #6: CONTROL:68
CRITERION #7: SUSTAIN:79
Customer Focus and Managing Projects, Criteria for Project Managers:105
1.0 Initiating Process Group: Customer Focus106
1.1 Project Charter: Customer Focus108
1.2 Stakeholder Register: Customer Focus110
1.3 Stakeholder Analysis Matrix: Customer Focus111
2.0 Planning Process Group: Customer Focus113
2.1 Project Management Plan: Customer Focus115
2.2 Scope Management Plan: Customer Focus117
2.3 Requirements Management Plan: Customer Focus119
2.4 Requirements Documentation: Customer Focus121
2.5 Requirements Traceability Matrix: Customer Focus123
2.6 Project Scope Statement: Customer Focus125
2.7 Assumption and Constraint Log: Customer Focus127
2.8 Work Breakdown Structure: Customer Focus129
2.9 WBS Dictionary: Customer Focus131
2.10 Schedule Management Plan: Customer Focus134
2.11 Activity List: Customer Focus136
2.12 Activity Attributes: Customer Focus138
2.13 Milestone List: Customer Focus140
2.14 Network Diagram: Customer Focus142
2.15 Activity Resource Requirements: Customer Focus144
2.16 Resource Breakdown Structure: Customer Focus146
2.17 Activity Duration Estimates: Customer Focus148
2.18 Duration Estimating Worksheet: Customer Focus151
2.19 Project Schedule: Customer Focus153
2.20 Cost Management Plan: Customer Focus155
2.21 Activity Cost Estimates: Customer Focus157
2.22 Cost Estimating Worksheet: Customer Focus159
2.23 Cost Baseline: Customer Focus161
2.24 Quality Management Plan: Customer Focus163
2.25