Een DOE concept waarbij voor organisatie die willen groeien. Ik verleen ondersteuning op alle niveaus zowel voor top-management als de basis uitvoerder.
Gregory Bateson fue un antropólogo, científico social, lingüista y cibernético británico-estadounidense. Se dedicó al estudio de la comunicación y analizó los cambios sociales desde una perspectiva evolucionista. Formuló una teoría sistémica de la comunicación basada en que las personas crean realidades de significado a través de interacciones y comunicación. Utilizó conceptos como la abducción, creatura, pleroma y doble vínculo en sus estudios. Publicó varios libros sobre sus teorías de la
Managing client expectations of agile in commercial software projectsMSM Software
The word ‘agile’ has become one of those software development buzzwords that people use but do not fully understand. So how do you manage expectations for clients who are new to agile or do not fully understand the agile methodology? And, does agile work for every project? This session considers how to define an agile project methodology that fits client needs and will deliver project success.
This presentation was first presented by Steve Adams at Agile on the Beach.
Gregory Bateson fue un antropólogo, científico social, lingüista y cibernético británico-estadounidense. Se dedicó al estudio de la comunicación y analizó los cambios sociales desde una perspectiva evolucionista. Formuló una teoría sistémica de la comunicación basada en que las personas crean realidades de significado a través de interacciones y comunicación. Utilizó conceptos como la abducción, creatura, pleroma y doble vínculo en sus estudios. Publicó varios libros sobre sus teorías de la
Managing client expectations of agile in commercial software projectsMSM Software
The word ‘agile’ has become one of those software development buzzwords that people use but do not fully understand. So how do you manage expectations for clients who are new to agile or do not fully understand the agile methodology? And, does agile work for every project? This session considers how to define an agile project methodology that fits client needs and will deliver project success.
This presentation was first presented by Steve Adams at Agile on the Beach.
Een college van 1,5u over Scrum. De presentatie start met een korte introductie over Fabrique. Daarna ga ik in op de redenen waarom we ooit begonnen zijn met scrum: waarom scrum het antwoord is op de problemen met de watervalmethode. Ik leg een paar basisprincipes uit, en laat dan zien welke hulpmiddelen scrum biedt om het proces op te zetten volgens die basisprincipes. Ik sluit af met enkele situaties waarin het juist weer niet handig is om te scrummen.
The document discusses how businesses can better manage customer expectations to achieve success. It argues that Michael Porter's value chain, which focuses on cost optimization, is wrong because customers, not margins, drive business success. Companies like Virgin Mobile and Zara are used as examples of those that focus on meeting customer expectations without exception through innovations in their processes and supply chains. This allows them to deliver higher customer value through offerings like contracts-free mobile plans or rapid fashion trends, outweighing higher costs. The key lessons are that market leaders simplify customers' lives, align everything to the customer, and use technology and processes to maximize customer value over margins.
Managing expectations is important for well-being. Expectations can come from oneself, family, peers, school, work, sports, and society. While some pressure motivates, too much can cause stress, anxiety, guilt, and relationship or health issues. It is important to communicate with those creating expectations, challenge unrealistic expectations of oneself, have a support system, and take care of one's physical and mental health.
Excellent customer service and high customer satisfaction must start with understanding customer expectations. Whether your customers are internal (i.e., HR, Finance, Marketing business users) or external, you need to know who your customers are and what their goals are before launching any business initiative. If not, you’ll never win. Pulling from her industry experience in Government, Legal, Education and Healthcare, Strategic Engagement Manager Shannon Duplessis will use the Sparkhound Assessment Model (SAM) approach to show how to assess client needs, agree upon desired expectations and results, and then develop the right KPIs (Key Performance Indicators) to measure success.
Customer expectations are beliefs about the level and quality of service that will be provided, which act as standards against which customer satisfaction is judged. These expectations are influenced by word of mouth, personal needs, past experiences, and advertising. Customer expectations fall along a zone of tolerance, with adequate service being the minimum accepted, desired service being the goal, and anything exceeding expectations delighting the customer.
Customer expectations are beliefs about a service that act as standards against which performance is judged. There are different types of expectations including ideal, normative, experience-based, and minimum tolerance levels. Marketers should be aware of factors that influence expectations like perceived alternatives, word-of-mouth, and past experiences. To manage expectations, companies should understand what customers will accept as adequate service and aim to meet or exceed expectations through consistent, high-quality performance.
The document discusses the importance of quality and reliability in services marketing. It argues that quality and reliability are the foundations of services marketing excellence. When services are similar, performance and customer experience become the core differentiators. Delivering high quality services that meet or exceed customer expectations is crucial to gaining competitive advantage and building customer loyalty. The key aspects of quality services discussed are reliability, responsiveness, assurance and empathy from the customer's perspective.
This document provides an overview of managing customer expectations. It discusses:
1) Identifying customer expectations, which are their vision of future service and can change over time based on experiences. Customers generally expect competent, efficient service; anticipation of their needs; and explanations in terms they understand.
2) There are two key elements to meeting expectations - the technical element of the product/service working properly, and the human element of how customers feel they are treated during the process.
3) Managing expectations at different stages - learn expectations prior to purchase, communicate expectations during service, and follow-up after to ensure expectations were met. Influencing expectations involves establishing trust and communicating the benefits of realistic expectations.
This presentation discusses customer expectations of service. It begins by defining customer expectations and explaining that there are different types and levels of expectations, including ideal, normative, experience-based, acceptable, and minimum tolerance expectations.
It then examines the factors that influence customer expectations, such as explicit and implicit promises made by marketers, word of mouth, past experience, and situational factors. Current issues involving customer expectations are also addressed, like how to meet unrealistic expectations and exceed customer expectations.
The presentation concludes by providing strategies for how service marketers can influence expectations, answering frequently asked questions, and highlighting examples of what basic expectations customers have for different service types.
Een college van 1,5u over Scrum. De presentatie start met een korte introductie over Fabrique. Daarna ga ik in op de redenen waarom we ooit begonnen zijn met scrum: waarom scrum het antwoord is op de problemen met de watervalmethode. Ik leg een paar basisprincipes uit, en laat dan zien welke hulpmiddelen scrum biedt om het proces op te zetten volgens die basisprincipes. Ik sluit af met enkele situaties waarin het juist weer niet handig is om te scrummen.
The document discusses how businesses can better manage customer expectations to achieve success. It argues that Michael Porter's value chain, which focuses on cost optimization, is wrong because customers, not margins, drive business success. Companies like Virgin Mobile and Zara are used as examples of those that focus on meeting customer expectations without exception through innovations in their processes and supply chains. This allows them to deliver higher customer value through offerings like contracts-free mobile plans or rapid fashion trends, outweighing higher costs. The key lessons are that market leaders simplify customers' lives, align everything to the customer, and use technology and processes to maximize customer value over margins.
Managing expectations is important for well-being. Expectations can come from oneself, family, peers, school, work, sports, and society. While some pressure motivates, too much can cause stress, anxiety, guilt, and relationship or health issues. It is important to communicate with those creating expectations, challenge unrealistic expectations of oneself, have a support system, and take care of one's physical and mental health.
Excellent customer service and high customer satisfaction must start with understanding customer expectations. Whether your customers are internal (i.e., HR, Finance, Marketing business users) or external, you need to know who your customers are and what their goals are before launching any business initiative. If not, you’ll never win. Pulling from her industry experience in Government, Legal, Education and Healthcare, Strategic Engagement Manager Shannon Duplessis will use the Sparkhound Assessment Model (SAM) approach to show how to assess client needs, agree upon desired expectations and results, and then develop the right KPIs (Key Performance Indicators) to measure success.
Customer expectations are beliefs about the level and quality of service that will be provided, which act as standards against which customer satisfaction is judged. These expectations are influenced by word of mouth, personal needs, past experiences, and advertising. Customer expectations fall along a zone of tolerance, with adequate service being the minimum accepted, desired service being the goal, and anything exceeding expectations delighting the customer.
Customer expectations are beliefs about a service that act as standards against which performance is judged. There are different types of expectations including ideal, normative, experience-based, and minimum tolerance levels. Marketers should be aware of factors that influence expectations like perceived alternatives, word-of-mouth, and past experiences. To manage expectations, companies should understand what customers will accept as adequate service and aim to meet or exceed expectations through consistent, high-quality performance.
The document discusses the importance of quality and reliability in services marketing. It argues that quality and reliability are the foundations of services marketing excellence. When services are similar, performance and customer experience become the core differentiators. Delivering high quality services that meet or exceed customer expectations is crucial to gaining competitive advantage and building customer loyalty. The key aspects of quality services discussed are reliability, responsiveness, assurance and empathy from the customer's perspective.
This document provides an overview of managing customer expectations. It discusses:
1) Identifying customer expectations, which are their vision of future service and can change over time based on experiences. Customers generally expect competent, efficient service; anticipation of their needs; and explanations in terms they understand.
2) There are two key elements to meeting expectations - the technical element of the product/service working properly, and the human element of how customers feel they are treated during the process.
3) Managing expectations at different stages - learn expectations prior to purchase, communicate expectations during service, and follow-up after to ensure expectations were met. Influencing expectations involves establishing trust and communicating the benefits of realistic expectations.
This presentation discusses customer expectations of service. It begins by defining customer expectations and explaining that there are different types and levels of expectations, including ideal, normative, experience-based, acceptable, and minimum tolerance expectations.
It then examines the factors that influence customer expectations, such as explicit and implicit promises made by marketers, word of mouth, past experience, and situational factors. Current issues involving customer expectations are also addressed, like how to meet unrealistic expectations and exceed customer expectations.
The presentation concludes by providing strategies for how service marketers can influence expectations, answering frequently asked questions, and highlighting examples of what basic expectations customers have for different service types.
De startcursus 'IKZ in het sociaal-cultureel volwassenenwerk' richtte zich naar beroepskrachten in de sector en leverde de basis om integrale kwaliteitszorg systematisch in organisaties op te starten of verder te zetten.
6. Stap 1 : Management model Allesomvattend “ Organisatiesturingsmodel “ HUIDIGE FOTOSterkten & Zwaktengeen voorkennis vereistmanagement + sleutelfigurengestructureerd analyse rapport“basedon EFQM model 2010” Online - Begeleiding 2 halve dagen http://ehbm-office.net
7. Stap 2 : Beleidsontwikkeling Strategisch / Business plan(discussie document : stap 1) Waar staan we voor ? Wat willen we bereiken ?Waar houden we ons aan ? VISIE MISSIE WAARDEN STRATEGIE TARGETS Begeleiding http://handboek.ehbm-cms.net
8. Stap 3 : ProjectenProcessen Loyaliteit Krijtlijnen Veiligheid OmgevingFunctioneren Klanten= R O I INTERN EXTERN Samenwerking Betrokkenheid Team coaching http://projects.ehbm-cms.net
14. Tot slot Aftoetsen naar eigen werkomgeving Onderschatting van de impact van leidinggevendenMeerwaarde van externe ondersteuning Rol KISS principe VRAGEN ? Doel = Organisatieontwikkeling willy.smets@ubeon.behttp://smetswilly.behttp://orgont.ehbm-cms.net Binnenkort: workshop stap 1zelf-evaluatie