Workshop Greenwich BV
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This document summarizes a workshop on putting customers first and achieving the Greenwich Standard for customer service. The workshop aimed to: 1) Develop an understanding of the Greenwich Standard and assessment process. 2) Consider the benefits of being customer-focused for organizations and customers. 3) Understand the customer relationship, market awareness, and people sections of the standard. 4) Start action planning to support self-assessment and prepare for external assessment.
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Achieve excellence with customer service excellence
Want to differentiate yourself from your competitors? Are your customers important to you? Want to prove it?
Customer Service Excellence is a practical tool that will be an invaluable assest to your company. A tool that enables continuous improvement by assessing and identifying your business capabilities allowing you to improve and deploy a more customer focussed delivery.
Start your journey in Excellence today!
Choosing a behavioral health accreditator
This document provides guidance on choosing an accreditation body for behavioral health care organizations. It discusses the benefits of accreditation, such as strengthening practices, reimbursement advantages, and risk mitigation. Key factors to consider in an accreditation body include relevance to the organization's services, a customizable process, an educative survey approach, high standards, organizational oversight, and a focus on process improvement. Important questions to ask cover the accrediting organization's experience, fees, survey process, surveyors' qualifications, accreditation standards, and available support resources. Accreditation is presented as a means to validate and improve care quality through an external review process.
How to Choose a Behavioral Health Accreditator
This document provides guidance on choosing an accreditation body for behavioral health care organizations. It discusses the benefits of accreditation, such as strengthening practices, reimbursement advantages, and risk mitigation. Key factors to consider in an accreditation body include relevance to the organization's services, a customizable process, an educative survey approach, high standards, organizational oversight, and a focus on process improvement. Important questions to ask cover the accrediting organization's experience, fees, survey process, surveyors' qualifications, accreditation standards, and available support resources. Accreditation is presented as a means to validate and improve care quality through an external review process.
strategicaccountmanagement-sam-.pdf
The document discusses strategic account management (SAM) and provides a framework to enhance relationships with strategic clients. It outlines key issues such as the need to build more strategic relationships, strengthen team leadership, and increase motivation. The framework aims to move clients from single-product relationships to integrated solutions partnerships. It recommends initiatives like setting clear objectives and metrics, implementing activity agendas, and engaging more account team members. The goal is to transition clients from tactical to strategic relationships and make the account team a trusted business advisor.
Improving Patient Centered Care Through Rapid Cycle Change
The document discusses improving person-centered care through rapid cycle process improvement. It recommends understanding the customer perspective, selecting an influential change leader, focusing on key problems, seeking outside ideas, and pilot testing changes. The document provides process improvement principles and tools to assess current processes, collect data, set targets, pilot test changes, and conduct plan-do-study-act cycles to continuously improve care and address common concerns about change.
B2B Strategic Account Management - SAM
Is your company having trouble driving more revenue from current clients?
Are you losing your current clients to competitors?
Watch this presentation to learn how to build B2B strategic account teams to generate 3X more revenue and profit than originally believed, within a short period of time.
240 Measuring Customer Satisfaction and Complaint Handling
The document outlines an agenda for a two-day workshop on measuring customer satisfaction and complaint handling. The workshop will cover designing and implementing customer satisfaction surveys, analyzing results, and using insights to increase loyalty and reduce customer defection. Participants will learn how to set objectives for surveys, design effective questionnaires, launch surveys, analyze key performance indicators over time, and present findings to management to improve the customer experience. The workshop will also cover best practices for effective complaint handling and using customer feedback to fulfill their needs.
Performance management
This document provides guidance on developing objectives for an organization using the Balanced Scorecard performance management approach. It discusses defining a value proposition and strategy, then developing objectives in four perspectives: Customer, Internal Business Process, Learning and Growth, and Financial. Objectives should enable achieving the value proposition and strategy. The document provides examples of objectives for each perspective, such as increased customer satisfaction, faster delivery, improved skills, and financial measures.
Delivery Excellence
The document outlines a 5-step process for coaching organizations to improve performance: 1) Analyze hard data and form initial opinions, 2) Gather individual and organizational intelligence, 3) Define the scope of work, 4) Conduct discovery interviews and assessments, 5) Provide feedback and recommendations. It recommends developing a defined, consistent customer journey across all delivery sites aligned with contractual outcomes to optimize performance. Interviews found inconsistencies in customer journeys and a lack of understanding of how journeys lead to sales. A consistent journey would improve understanding of key performance indicators and allow for continuous quality improvement.
2009 Counselors Academy Presentation
- Airfoil is an independent public relations firm known for working with emerging tech companies to help them gain national prominence.
- The document discusses various processes Airfoil uses to gather diagnostic feedback from clients, employees, and past clients/employees including surveys, interviews, and exit interviews to evaluate performance and identify areas for improvement.
- This feedback is used to refine Airfoil's business processes, communications strategies, and culture to ensure healthy relationships and performance over time.
9001 15 awareness v1
This presentation will provide the awareness level info regarding ISO 9001:2015 version . This may useful for beginners
Business Presentation Today 1
This document contains information about various business and personal development training programs. It discusses strategic planning sessions that help create business strategies and implementation plans. It also describes time management training that teaches skills like getting organized, stress management, and prioritizing. Additional sections cover developing customer loyalty through understanding customer wants and building trust and connections. The document also discusses an assessment that examines attributes, behaviors, values, and how to understand oneself and others for optimal performance. Contact information is provided to inquire further about the programs.
Maximizing the Value of Customer Feedback Surveys Design and Benefits.pdf
Maximizing the Value of Customer Feedback Surveys Design and Benefits" is a PDF document that discusses the importance of designing effective customer feedback surveys and the benefits they provide to businesses. The document begins by highlighting the importance of customer feedback in driving business growth and improving customer satisfaction.
The PDF then goes on to discuss the key factors to consider when designing a customer feedback survey, including the types of questions to ask, the format of the survey, and the timing and frequency of the survey. The importance of ensuring the survey is easy to complete and understand is also emphasized.
The document then outlines the benefits of customer feedback surveys, including improved customer loyalty, increased revenue, and enhanced product development. The PDF also discusses how customer feedback surveys can help identify areas of improvement and provide insights into customer preferences and behaviors.
To ensure maximum value from customer feedback surveys, the document recommends that businesses take a strategic approach to survey design and analysis, and use the insights gained from the surveys to inform their decision-making processes. The document concludes by emphasizing the importance of continuous improvement in survey design and implementation to ensure ongoing success.
Constructing Your SaaS Marketing Engine
Important concepts for building a successful inbound demand generation strategy to grow revenue and build positive brand awareness.
Surviving Downturn Through Quality
The document provides guidance on how organizations can survive economic downturns through quality improvement. It recommends listening to customer needs, establishing strategic objectives, mapping key processes, measuring performance metrics, identifying issues and their causes, prioritizing the most important problems, involving employees, eliminating waste from processes, standardizing procedures, and demonstrating the business case for quality improvement. Quality improvement is presented as a way for organizations to adapt, change, improve performance and competitiveness, and ensure long-term survival during difficult economic times.
Human resource - Performance Management -The Balanced Scorecard
The balanced scorecard is a strategic planning and management system developed in the early 1990s. It provides a framework for translating an organization's mission and strategy into a comprehensive set of performance measures. The balanced scorecard suggests that organizations must balance four perspectives - financial, customer, internal business process, and learning and growth. Each perspective contains objectives, measures, targets, and initiatives. Together these provide managers with a comprehensive picture of an organization's overall health.
UoLCMI Day1
This document provides an overview of a marketing planning unit, including:
1. Learning objectives around understanding organizational roles, identifying customer needs, and planning to meet stakeholder requirements.
2. Definitions of marketing from professional organizations.
3. Discussions of different company orientations like product-oriented vs customer-centered.
4. Identification of key aspects of marketing planning like analyzing environments, developing the marketing mix, and monitoring gaps in customer expectations.
Module 1
This document provides an overview of Lean Six Sigma Yellow Belt Certification training for the service industry. It discusses the importance of improvement culture and methodologies like DMAIC. Improvement focuses on continuously improving processes to better meet customer needs and remove waste. Good service is defined by the customer, not the organization, and focuses on eliminating defects. Processes must be regularly evaluated and improved to address changing customer and operational needs.
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Achieve excellence with customer service excellence
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Workshop Greenwich BV
- 1. GREENWICH BVWORKSHOPS MARCH2010 BY: PETER WOUTERS
- 2. GREENWICH BV WORKSHOPSPutting the Customer First The Greenwich Standard for Customer Service Customer First Workshop Facilitated by Peter Wouters Greenwich BV
- 4. To consider the benefits of being an organisation who puts the costumer first
- 5. To develop an understanding of the Customer Relationship, Market Awareness and People sections Statements, including the application to organisational context and potential evidence sources
- 6. To start action planning that supports Self Assessment
- 7. To assist in preparing individuals / teams for external assessmentGreenwich BV
- 9. What are your objectives for today?
- 13. Impact on your customer You provide what they want and need Increased customer loyalty More receptive to other products or services – increased sales High levels of trust Your customer Feel good factor Consistent approach to delivery of services
- 15. 87% reported increases in new service development to meet customer needs
- 16. 80% reported increases in partnership working and collaboration
- 17. 77% reported increases in the take up of services
- 22. Market Awareness
- 23. People
- 24. Each section has a series of Statements which an organisation must ‘comply with’ in order to meet the Standard
- 26. Scoping
- 27. Self Assessment Questionnaire undertaken by your organisation
- 28. External Assessment by an assessor
- 29. Feedback from your Assessor - Assessment outcome and report
- 30. Development plan
- 33. Provides you with an understanding of where you stand with the Standard, where there are gaps and what you need to put in place
- 34. To help the Assessor to understand your organisation, what you deliver and how you deliver it
- 38. Have we met our aims and objectives?
- 39. Questions?