A structured workshop for a crossdepartemantal team of executives
We have all, in a way, heard about Business Process Reengineering/Redesign (BPR) or about Digital Transformation and the very positive results this method has brought to many companies worldwide. The reversal of multi-year negative results was not achieved by improving individually a single sector of the company but all sectors together such as sales, profits, speed of development of new products, utilization of technology, etc.
Today, each company operates in a highly competitive market, with strong “players”, with new competitors taking advantage of new business models due to technology, with low growth rates with expected changes. In order to remain competitive it must achieve growth rates in sales, profits and generally a market penetration greater than its main and nascent competitors.
“The companies that achieved their regeneration, but also every successful company bases its success on an approach called “”Customer Focus””. Customer focus means Profitable customer development and management.
These goals are not achieved on their own, but with the participation of all the human resources of the company, which gradually assimilates and utilizes all new methods, tools and approaches.”
“The purpose of the workshop is to raise awareness of the sales, marketing, production, technical, logistics and customer service departments in general of the concept of “”Customer Focus”” and in the concept of “”Profitable Development & Management””.
It is also the first phase of a Business Process Redesign/ Reengineering, during which the “”Actions That Add Value to the Customer”” will be developed and evaluated.”
17:00 – 18:00 : Getting acquainted
18:00 – 19:00 : Introduction to customerfocus”
09:00 – 10:30 : Exercise – Actions that add value.
10:30 – 11:00 : Introduction to value chain.
11:00 – 11:15 : Break
11:15 – 12:45 : Exercise – Reclassification of actions that add value.
12:45 – 13:00 : Introduction to the Characteristics Matrix
13:00 – 14:30 : Break
14:30 – 16:00 : Reclassification of actions in the sections of the matrix
16:00 – 17:00 : Immediate action list.
Alternatively, the workshop can be done gradually, in many short meetings, where each exercise will be prepared by groups and presented at the next meeting.
At the end of the workshop, a list of actions, which must be integrated into daily practices and procedures or must cease to be done in order for the company to move towards a “Customerfocused Culture”, that is, a profitable customer management approach.