1. EffCo 3D Approach
2012
Efficiency Coaching Since 1994

2. The EffCo Values
 Measurable Results
 Buy-In of people involved
 A genuine transfer of our Know How
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3. Why companies should look at their processes in 3D ?
 Customer Centricity and Employee Engagement should be more
than some lines in an annual report
 The process-approach generated silo thinking, but the customers
and the employee see the whole picture
 Customers and employees are now comparing cross-industry
 The voice of dissatisfaction is now louder than ever before
 Engaged organistations grow 3.9 times faster than others (Gallup)
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4. A 3 Dimensional Approach starting from the process :
 Efficiency and Sales improvement
 An amazing customer experience
 An improved employee engagement

5. A 3 Dimensional Approach starting from the processes,
involving all disciplines :
Sales
Marketing Customer Employee
HR
Customer-Care
Journey Engagement
Process
Operational
Excellence
Operations

6. The proposal is tailor made after a quick scan
• Executive Briefing
• Areas for improvement (3D)
• Resistance to change
• Supervisory behaviour
Quick
Proposal Project
Scan

7. The focus of this project is on the first levels of supervision !
Buy-In of them is the key
to continuous
improvement
Management
&
Directors

8. Supervisory Behaviour
Active Supervision
Skills Development
Admin
Firefighting
Working
Available

9. Productivity
Productive
Pacing
Unproductive

10. Employee Engagement & Customer Satisfaction Surveys
Dissatisfied Satisfied Fan

11. The proposal is tailor made after a quick scan
Quick
Proposal Project
Scan
• Project Themes
• Project Management
• Deliverables
• Pricing and ROI
• Transfer of Know How

12. 4 Phases – 26 weeks IC
Training
Identification  Creating buy-in for the change to come
Development  Facilitating and coaching
Implementation  Making it happen !
Sustainment  Assuring the continuous improvement

13. Brown Papers to create buy in
 Productivity (Top line / Costs)
 Customer Journey
 Employee journey

14. Calibration Meeting = Executives Regaining Control
Calibration
Identification Project
Meeting

15. Development of a model ready for deployment – 26 weeks
Identification  Creating buy-in for the change to come
Development  Developing new working methods
Implementation  Making it happen !
Sustainment  Assuring the continuous improvement – Plan for deployment !

16. A Gennuine transfer of our Know How to our clients
IC
Sustainment  Assuring the continuous improvement
Training
• Teaching
• Coaching
• Management