Aligning To The Voice Of The Customer At Three Levels

April 24, 2002 Prepared for: ISPI 2002 Conference Dallas, Texas Prepared by: Guy W. Wallace ISPI 2002 Conference Aligning to the Voice of the Customer at Three Levels P-1036

Session Open Aligning to the Voice of the Customer at Three Levels

Session Performance Context ,[object Object],B3 Depending on your enterprise’s purpose, size, organization, complexity, and culture . . . ,[object Object],[object Object],[object Object],[object Object],[object Object]

Session Objectives ,[object Object],[object Object],[object Object],[object Object],B4 ,[object Object],[object Object]

Session Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Session Presenter Intro Guy W. Wallace ,[object Object],[object Object],[object Object],[object Object],[object Object]

Audience Survey ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],B2 ,[object Object],[object Object]

Quick Orientation to the Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Quick Orientation to the Model ( continued) ,[object Object],[object Object],[object Object],[object Object],B3 Governance Board Senior Executives PERMANENT GOVERNANCE AND ADVISORY Enterprise Level 1 ABC Advisory Council DEF Advisory Council GHI Advisory Council XYZ Advisory Council Training Council(s) T&D Representatives Functional Level 2 Project Steering Team Project Steering Team Analysis Team Design Team Etc. TEMPORARY SUPPORT (AS REQUIRED) Process Level 3

Level 1: Enterprise–Governance ,[object Object],[object Object],[object Object],[object Object],[object Object],B1

Level 1: Enterprise–Governance (continued) ,[object Object],[object Object],[object Object],B1 ,[object Object],[object Object],[object Object]

Level 1: Enterprise–Governance (continued) Level 1 alignment could look like this in a formal mode B1 ABC Advisory Council DEF Advisory Council GHI Advisory Council XYZ Advisory Council Training Council(s) T&D Representatives Functional Level 2 Governance Board Senior Executives PERMANENT GOVERNANCE AND ADVISORY Enterprise Level 1

The Costs and Signals of Misalignment at Level 1 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],* EVA is a registered trademark of Stern Stewart & Company)

Exercise 1 Self Assessment: Level 1 Alignment ,[object Object],[object Object],[object Object]

Level 2: Functional–Advisory ,[object Object],[object Object],[object Object],[object Object],[object Object],B1

Level 2: Functional–Advisory (continued) ,[object Object],[object Object],[object Object],B1 ,[object Object],[object Object],[object Object]

Level 2: Functional–Advisory (continued) ,[object Object],ABC Advisory Council DEF Advisory Council GHI Advisory Council XYZ Advisory Council Training Council(s) T&D Representatives PERMANENT GOVERNANCE AND ADVISORY Functional Level 2 B2 Project Steering Team Project Steering Team Analysis Team Design Team Etc. TEMPORARY SUPPORT (AS REQUIRED) Process Level 3 Governance Board Senior Executives Enterprise Level 1

The Costs and Signals of Misalignment at Level 2 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Level 3: Process/Performer–Project ,[object Object],[object Object],B1 ,[object Object],[object Object]

Level 3: Process/Performer–Project (continued) ,[object Object],[object Object],[object Object],B1 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Level 3: Process/Performer–Project (continued) ,[object Object],Project Steering Team Project Steering Team Analysis Team Design Team Etc. TEMPORARY SUPPORT (AS REQUIRED) Process Level 3 B1 ABC Advisory Council Functional Level 2

The Costs and Signals of Misalignment at Level 3 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Targeting Your Own Improvements ,[object Object],[object Object],[object Object]

Session Summary Aligning to the Voice of the Customer at Three Levels

Session Objectives Review ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Session Close ,[object Object],[object Object],[object Object],[object Object],[object Object]

Additional References/Resources ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Facilitator Contact Information ,[object Object],[object Object],[object Object],[object Object]

Aligning To The Voice Of The Customer At Three Levels

Recommended

Recommended

More Related Content

What's hot

What's hot (12)

Similar to Aligning To The Voice Of The Customer At Three Levels

Similar to Aligning To The Voice Of The Customer At Three Levels (20)

Recently uploaded

Recently uploaded (20)

Aligning To The Voice Of The Customer At Three Levels

Editor's Notes