Business
Context
Every organization is a collection of processes that serve
external customers or serve internal customers who serve external
customers. Successful organizations focus on overall process
performance rather than just on the performance of each function
and achieve great efficiencies in the process because:
- 87% of all organizational performance problems are linked to
process deficiencies
- Between 20-40% of all organizational costs are wasted—they
add no value to customers and are created by inefficient
processes
Target Audience
Managers, supervisors, or project managers in a business
process that serves the customer regardless of where in that
process they work.
Key Topics
Managing The Customer Experience is a
2-day program that focuses on the following:
- Calculating the cost of customer retention on the business
- Identifying key customer drivers
- The organization as a system—the business service-profit
chain
- Function versus process management
- Definition of a process
- Identification of key processes linked to customers
- Process measurement and why it is important
- Overview of process improvement methodology
- Determining appropriate approaches to process improvement
Outcomes
At the conclusion of this course participants will be able to:
- Understand what process management is and why it is
important to business results
- Understand the links between the customer and internal
functions that support the customer
- Identify links between the customer and their own processes
- Understand the importance of measuring process performance
- Identify their own highest customer impact processes
- Understand the need for change to be based on facts and data
- Identify their own strategy and approach for process
management going forward
For More Information
For more information, contact Carpe Diem Consultants, Inc. at
info@loyalty-cdci.com
or call us at 877-733-1320.
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