On-Target Business Requirements Chartering

Wow Customer Service

Improvement Consulting Skills

3-Day Program

Goal:

The Goal of this program is for participants to be able to determine clear, on-target business requirements from customers, resulting in WOW customer service when implemented.

Background

Too often customers and their suppliers think they are successfully communicating about requirements of a needed service, only to find out...too late, that they were talking past one another. They become caught up in jargon and fail to get the key information clear.

The key questions to be clarified is not which widgets do you like best, but...

• What is it that you are trying to achieve?
• What is the sequence of functions you now use to achieve this?
• How do you measure performance quality?
• Do you have data or customer input indicating improvements needed in your current functions?
• What would a really successful outcome of this improvement process look like, sound like, feel like?
• How have your partners been involved in your improvement plans?

Instructional Objectives

By the end of this training, participants will be able to:

1. Explain team-based customer service and the value of chartering with customers;
2. Define the mission of the customer service improvement initiative;
3. State customer requirements as functional performance outcome success indicators;
4. Define the difference between customer wants, interests, and requirements;
5. Establish and maintain appropriate role boundries with customers;
6. Involve customers and their partners in needs assessment, while retaining diagnostic and prescriptive solutions recommendations for technical experts;
7. Listen, facilitate, and build consensus plans and solutions with customers;
8. Define customer processes, and map requirements to each process;
9. Determine interfaces needed with dependent partners in the process;
10. Create a clear case for the customer's needs, understandable to anyone who might intervene with technical expertise or solutions;
11. Establish a strategic customer service plan with key performance metrics;
12. Establish ongoing loops for testing and improving customer service, and for adding unforeseen value through leveraged learning and teamwork.

Who Should Attend?

This class is a three-day orientation for Customer Service Advocates, Project Managers, IT Development Managers, Internal Quality Consultants, Team Facilitators, IT Managers and Supervisors