Upload
luciecolt
View
123
Download
0
Embed Size (px)
DESCRIPTION
Netforte Company Presentation
Citation preview
Delivering Customer Aligned Service ExcellenceDelivering Customer Excellence in:
• Business & Operational Services• IT Services• Thought Leadership & Training
Company PresentationApril 2014
1
Content• Vision• History • Strategy• Differentiators • Services• Social Agenda• Future• Testimonials
2
Vision
We inspire individuals and organisations to work more effectively and efficiently, whilst solving some of the more pressing problems for the organisation. As a leading supplier of business, operational and IT change services we aspire to offer exceptional service levels that are consistently above those of our competitors. We believe that the customer agenda should drive everything we do and are conscious of our need to offer next practice solutions as well as the currently accepted “best in class”.
3
Paul Singh, CEO Netforte
HistoryWe have training and consulting clients in 45 countries. We have delivered more than 300 million GBP in change benefit for our customers.
Founded in 2006, specialists in Operational Excellence, Customer Centricity, international IT services and outsourcing, with over 130 staff around the world and an annual turnover of over 15 Million GBP.
Possessing comprehensive, unique & highly sought after capabilities has established us as a major player
4
5
2011 2012 2013 2014
0 €
2,000,000 €
4,000,000 €
6,000,000 €
8,000,000 €
10,000,000 €
12,000,000 €
14,000,000 €
16,000,000 €
Revenue and Customers (Euro)
20142011
History
Traditional Market Leaders 2014
Change Focus Symptom, defect, painMove to “cheaper, faster, better”
Point of Failure, Cause of WorkSuccessful Customer Outcome
Processes Complex and output aligned Appropriately SimpleEvery process aligned to customer outcome
Measures of Success Internal and related to problem Corporate and Outcome Success MeasuresCustomer specific KPIs
Customer/process/employee KPIs aligned
Change Methods Slow, complex, reductionist focus Foster resistance
Rapid, domain of all, inclusive
People ControlledCore competency focussed
Empowered & MotivatedCustomer Outcome focus
Structure Hierarchy/Functional
“Command & control”
TeamInfluence over power
Systems PrescriptiveFeature/function/technology driven
AdaptiveProcess & Outcome driven
Measurement Activities Outcomes
Role of Customer End of chainSegmented, Outside Organisation
Inclusive i.e. domain of allIndividual, Outcome Focus
Preparing for the Future Extrapolating the past Extending the Customer Experience
Innovation Domain of the “gifted” few“Hit and Miss” and often no focus
Expanding the Customer ExperiencePotentially the domain of all
6
Training:
• Lean Six Sigma for service
• Advanced BPM methods
• Customer Expectation Management
Thought Leadership Research Centre into next practice
approaches Developing new advanced BPM,
customer centricity & innovation methods
White papers, articles and blogs Conferences, seminars and webinars
Training and Thought Leadership
Driving operational excellence and continuos improvement initiatives
Developing customer strategies and driving through to operational and process change
Customer experience management BPM and Lean Six Sigma deployments Project and programme management
Business and Operational Services
Managed Services Integrated functions Integrated managed functions Outsourcing
Kaizen Services Kaizen evaluation & grading system Kaizen office
Efficiency Services Efficiency base scorecard IT efficiency office Rapid efficiency assessment
IT Services
7
StrategyKey Factors and Elements Characteristics of Service ExcellenceCustomer Outcome Focus Move every project and process closer to the customer in terms of desired outcome and experience
associated with that outcome. An outcome based approach will always supersede simply “solving the problem”
Next Practice Deliverables “Core” projects and processes should always consider the implications of Next Practice as part of planning for “tomorrow”. Best in Class is easily copied and should represent only the start point
Shared Risk & Reward Introduce the concept of shared risk /reward in structuring commercial propositions. Shared project KPI’s to better fosters the 1 team approach. Move away from activity based (charge by the day) deliverables
Best in Market Expertise Specialist expertise selected, delivering the best possible outcome, not what is just available “on the bench”
Resource Independence Creation of transparent delivery and information framework rather than rely on individual stakeholder or resource skills. Person reliance threatens resilience and is a significant risk to both partner and customer as there is a risk of de-stabilisation long term.
Alignment to Vodafone Way Trust, mutual respect and integrity aligned to the Vodafone way is key to team morale and productivity.Project outcomes are threatened without these supporting core people skills.
Consistent Projectisation of Assignment
Clearer structures and communication with the appropriate level of supporting detail will help sponsors, stakeholders and partner resources to work in the most effective manner. Critical to trust.
Transparency and Structure Project Documentation follows a clear structure and format , that stakeholders can quickly navigate and understand. A document repository should be an agile tool to help stakeholder and customer, not a “sitting place” for paper and data.
8
Shared Risk &Reward
Best in MarketExpertise
Resource Independence
Alignment toVodafone Way
Next Practice Deliverables
ConsistentProjectisation
Transparency &Structure
Customer Outcome
Focus
Partners and Customer need to be
much more closely aligned
DifferentiatorsThe problems in today’s corporate worldcannot be solved by adopting traditionalService Delivery approaches
The scale of opportunity is massive!!Most companies, even those that have been optimised many times are sitting on25% to 50% redundant cost base & missed revenue opportunities!!
9
Motivation & EmpowermentRemoving the
barriers
Customer to Employee
Success Measures
Rapid & Agile Approaches to Process Change & Deployment
Successful Customer
Outcomes and Experience
driving every process
Aligning to the New Paradigm
STRUCTURED ROLL OUT
Priority Defined by Customer and Company Outcome Adaptive VoC and VoE at every step
EMPOWERMENT, MOTIVATION, CAPABILITYLean Six Sigma for Service Operation Diagnostics
PROOF OF CONCEPT & RISK MITIGATIONRapid Training Proof on selected processes
• Enables proactive outcomes, not reactive symptom fixing• Drives customer centricity strategy • Aligns directly to the Vodafone way• Gives ability to scale globally , whilst mitigating risks• Extends employee capability and innovation• Focused on “Right First Time”
10
Social Agenda
11
Economic
• Business Excellence• Risk Management &
Mitigation• Customer Outcome &
Satisfaction• Governance & Compliance
Social
• Training & Development• Integration• Empowerment• Motivation• Health & Safety• Rewarding work environment
Environmental
• Support clients with their environmental targets
• Environmental conscious behaviour
• Reducing unnecessary consumption
Economic
Social
Environmental
Future Perspective
1. Further invest in building a lean operating organisation to maximise value to customers
2. Invest in social initiatives for the betterment of the larger community
3. Contribute to seminars and conferences with thought leadership ideas
4. Build internal expertise in new generation ideas
INTERNAL PERSPECTIVE
1. Close collaboration with customers to obtain best resources required for required project roles
2. Continued focus on selecting best in market rather than what is available on the bench
3. Cross training most important resources in new initiatives
4. Reward key contributors well to ensure long term loyalty to company
PEOPLE
1. Product and Software acquisition2. New innovation approaches3. Gradually increase scope of new services in line
with customer appetite4. Review extending the Netforte brand to take
advantage of new opportunities in other markets
NEW INITIATIVES
Future
12
1. Build service portfolio in line with customers most significant problems/opportunities
2. Invest further in thought leadership around next practice approaches
3. Build Proof of concept initiatives to test new propositions with rapid deployment model
4. Invest in partnerships so we can serve customers well even if outside core competency
5. Build thought leadership communications channels ie blogs, articles and papers relating to experiences, new initiatives in market
CUSTOMER PERSPECTIVE
Creating Service ExcellenceNetforte helping you create a Service Excellence Partnership, delivering customer outcomes that consistently satisfy or exceed expectations.
A Service Delivery Framework that is transparent, repeatable, easy to follow and resource independent.
This focus will help you solve the3 biggest challenges facing organisations today:
• Customer Satisfaction
• Stakeholder/Employee Engagement & Commitment
• The consistent delivery of exceptional results
13