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Adapted from The Center for Quality of Management, Inc.
5P Framework for Selecting Business Opportunities
DEFINING INTERNA...
Adapted from The Center for Quality of Management, Inc.
5P Framework for Selecting Business Opportunities
5P Concept Frame...
Adapted from The Center for Quality of Management, Inc.
5P Framework for Selecting Business Opportunities
5P Concept Frame...
Adapted from The Center for Quality of Management, Inc.
5P Framework for Selecting Business Opportunities
5P Concept Frame...
Adapted from The Center for Quality of Management, Inc.
5P Framework for Selecting Business Opportunities
5P Concept Frame...
Adapted from The Center for Quality of Management, Inc.
5P Framework for Selecting Business Opportunities
5P Concept Frame...
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Defining internal customer value

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Using marketing principles for internal customer service improvement of support teams such as operational communications, human resources and information technology.

Published in: Business
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Defining internal customer value

  1. 1. Adapted from The Center for Quality of Management, Inc. 5P Framework for Selecting Business Opportunities DEFINING INTERNAL CUSTOMER VALUE Operational Communications Team
  2. 2. Adapted from The Center for Quality of Management, Inc. 5P Framework for Selecting Business Opportunities 5P Concept Frame – Delivering Value to Internal Customers Product/Service Placement/Audience Performance Metrics Promotion Vehicle Value Proposition
  3. 3. Adapted from The Center for Quality of Management, Inc. 5P Framework for Selecting Business Opportunities 5P Concept Frame – Delivering Value to Internal Customers Product/Service Placement/Audience Performance Metrics Promotion Vehicle Value Proposition Describe your Product/Service concept and how it solves the customer’s problem Define performance metrics and targets – how will you know if you have provided the value? Describe your plan for communicating the value proposition for this idea to internal customers Describe the target audience (and segments) and estimate the frequency of service Describe your perceived advantage over doing “it” themselves
  4. 4. Adapted from The Center for Quality of Management, Inc. 5P Framework for Selecting Business Opportunities 5P Concept Frame – Product Code Spreadsheet Product/Service Placement/Audience Performance Metrics Promotion Value Proposition 1. Product Code Spreadsheet 1. Credit Decisioning 2. Document Management 3. Quality Management 4. Planning and Analysis • Mass e-mail to user group • Posting on S drive • Posting in eventual document library • Rewards for finding validated errors • % of historical loan programs covered • % of active loan programs covered • Turnaround time – delivery timing as a function of need (2 days after implementation) • Turnaround time – error correction • # of error indications received (and timing of error’s entry) • # of users accessing / # of programs accessed To provide a single source for accurate loan program information.
  5. 5. Adapted from The Center for Quality of Management, Inc. 5P Framework for Selecting Business Opportunities 5P Concept Frame – Online Reference Manual Products Placement/Audience Performance Metrics Promotional Vehicles To create a consistent and standardized source of on-the-job information for Client Services. 1. Online Manual • Reference Materials • Portal to other Applications • Archives • Online version of TIPS 1. Customer Service 2. Borrower Services 3. Lender Services 4. Vendor Services • Online • Easy accessibility • Updated daily; no two week delay • Periodic handouts when new features are delivered • # of hits per pages • Decrease in call time • Decrease in number of key strokes and clicks • Accuracy
  6. 6. Adapted from The Center for Quality of Management, Inc. 5P Framework for Selecting Business Opportunities 5P Concept Frame – Online Reference Manual Products Placement/Audience Performance Metrics Promotional Vehicles To create a consistent and standardized source of on-the-job information for Client Services. 1. Online Manual • Reference Materials • Portal to other Applications • Archives • Online version of TIPS 1. Customer Service 2. Borrower Services 3. Lender Services 4. Vendor Services • Online • Easy accessibility • Updated daily; no two week delay • Periodic handouts when new features are delivered • # of hits per pages • Decrease in call time • Decrease in number of key strokes and clicks • Accuracy

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