Customer Centric Process Design Every organisation has those critical client facing functions that give rise to endless customer complaints and possible loss of customers. They may even detract potential customers from doing business with you in future. By redesigning processes around the customer, organisations can drastically improve the customer experience, i.e. the process is actually the customer experience. If you have a particular problem that the traditional approaches have not managed to resolve, our rapid customer centric process design method may be the answer. IQ will facilitate workshops for a specific problematic process over a 5 day period. By committing to this engagement the organisation will be in a better position to: ● Understand your customer’s true needs and align the process to meet those needs ● Identify and address current process points of failure ● Design a customer centric To-Be process and a clearly defined action plan for implementation CEM@IQ www.iqbusiness.net IQ Business Park Third Avenue Rivonia Johannesburg For further information please email [email protected] www.iqbusiness.net +27 11 259 4000 Join our LinkedIn group - CEM@IQ Introduction Review the As-Is Process Maps Current State Analysis Future State Analysis Develop Action Plan Day 1 Day 2 Day 3 Day 4 Day 5 Redesign a single process in 5 days CEM Approach Benefits Typically 50% of the actions are implementable within 3 to 4 weeks of the workshop. IQ business Our team. Your advantage. Fast Results can be achieved in days and weeks not months and years. In a week you can define a solution to your biggest problem Participative The workshop is highly inclusive and builds a sense of empowerment within the team. Outcome versus Output An innovative and optimal to-be process design is achieved through an approach that is robust enough to ensure a valuable understanding of the as-is and the gaps is still obtained. Customer Centric The approach serves to create greater awareness of the Customer within the team and build a Customer centric mind-set Adaptable The CEM principles and method can be applied to any environment irrespective of the industry, maturity and dynamics Continuous Improvement Enables a team, department or organisation to grow from the current state and continuously improve to become centres of excellence Holistic Enables a team, department or organization to focus on and align the key elements of process, control, behaviour and leadership to achieving a Successful Customer Outcome (SCO) Achieve Triple Crown results Simultaneously reduce cost, improve revenue and enhance service, also known as the Triple Crown The Boulevard 2nd Floor Block C Searle Street Cape Town

Customer Experience Management Customer Centric Process Design

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Page 1: Customer Experience Management Customer Centric Process Design

By redesigning processes around the customer, organisations can drastically improve the customer experience, i.e. the process is actually the customer experience. If you have a particular problem that the traditional approaches have not managed to resolve, our rapid customer centric process design method may be the answer.

IQ will facilitate workshops for a specific problematic process over a 5 day period. By committing to this engagement the organisation will be in a better position to:

● Understand your customer’s true needs and align the process to meet those needs● Identify and address current process points of failure● Design a customer centric To-Be process and a clearly defined action plan for implementation

CEM@IQ

www.iqbusiness.net

IQ Business ParkThird AvenueRivonia Johannesburg

For further information pleaseemail [email protected]

www.iqbusiness.net+27 11 259 4000

Join our LinkedIn group - CEM@IQ

Introduction

Review the As-Is Process

Maps

Current StateAnalysis

Future StateAnalysis

Develop Action Plan

Day 1

Day 2

Day 3Day 4

Day 5

Redesign a single process in 5 days CEM Approach Benefits

Typically 50% of the actions are implementable within 3 to 4 weeks of the workshop.

IQbusinessOur team. Your advantage.

FastResults can be achieved in days and weeks not months and years. In a week you can define a solution to your biggest problem

ParticipativeThe workshop is highly inclusive and builds a sense of empowerment within the team.

Outcome versus Output An innovative and optimal to-be process design is achieved through an approach that is robust enough to ensure a valuable understanding of the as-is and the gaps is still obtained.

Customer CentricThe approach serves to create greater awareness of the Customer within the team and build a Customer centric mind-set

AdaptableThe CEM principles and method can be applied to any environment irrespective of the industry, maturity and dynamics

Continuous ImprovementEnables a team, department or organisation to grow from the current state and continuously improve to become centres of excellence

HolisticEnables a team, department or organization to focus on and align the key elements of process, control, behaviour and leadership to achieving a Successful Customer Outcome (SCO)

Achieve Triple Crown resultsSimultaneously reduce cost, improve revenue and enhance service, also known as the Triple Crown

The Boulevard2nd Floor Block CSearle StreetCape Town