Achieving Customer Centricity – 2 day workshop, 9.00 to 17.00, 3/4 December 2012

Introduction

Whether in the public or private sector there is an increased expectation for organisations and suppliers to be ‘customer centric’ such that there is a clear ‘line of sight’ from the development, design, corporate services, facilities management and  “back room” staff and senior executives to see and serve the external customer through internal customers. This workshop has been designed to give participants practical experience in using various templates and tools to develop their own customer services capability and strategy. These tools have been developed from extensive research of organizations in Australasia and internationally. Delegates for this program will receive a free copy of the Customer Centricity Best Practices Compendium Report as well as workshop materials.

Facilitator – Anton Benc                                  Guest speaker Day 2 – Art Daniels

Fee = $1,460 GST Inclusive for 2 days        Register Now

Note: 1. Workshop delegates can register for the Congress at “Organiser member” rates (NZ$100 less than standard fees).
2. If 3 or more people from the same organization attend a workshop subtract $220 per delegate from the Workshop fee.
3. Congress registration fees increase on 1 November.

Workshop Objectives

Your will Know How to Plan, Organise and Implement Customer Centricity, including:

  • Understand what good practice Customer Centricity is and what it isn’t.
  • Create a Customer Centricity vision that is specially for your organisation
  • Identify why and how to focus the entire organisation on the external customers
  • A draft definition for their organisation
  • How to understand, communicate and manage customer needs and wants
  • Build customer centricity into core principles and values
  • Practices that enable sustainable customer centricity
  • How to build customer centricity into business planning and strategy map key outcomes and measures to sustain the vision and build organisational capability
  • Managing customer complaints
  • Types of customer feedback mechanisms
  • Gaining buy-in
  • Knowing Tools and Templates to use
  • Excellence Model for Customer Centricity
  • How to identify gaps and strengths
  • Partnership Agreements
  • Network ideas and harvest best practices

Who Should Attend

  • Business Leaders
  • Senior Managers
  • Customer Relationship Management staff
  • Customer Service staff

Agenda

Day 1– Training to Implement Customer Centricity

9.00amRegistration – arrival coffee / tea
9.10amWelcome, Introductions, Program, facilitating key issues for participants to focus the program on participant’s expectations
9.45amOverview of Customer Centricity

Anton will lead participants through a shared understanding of Customer Centricity and ‘bringing to life’ principles, tools and case study examples:
  • What is Customer Centricity and what it is not?
  • Why Focus on the External Customer?
  • Types of Customer Centricity
  • Best Practice Examples from our Global Networking
  • Benefits Realisation
10.45amMorning Coffee and Networking
11.10amBest Practices of CustomerCentricity

  • How to get started
  • Who are the customers?
  • Customer segmentation
  • Defining Customer Centricity
  • Develop Your Vision for Customer Centricity – work shopped
  • Customer Centricity related to Business Excellence and organisational Sustainability
  • How to Understand Customer Needs and Wants
12.30pmLunch and Networking
1.15pmBest Practices of Customer Centricity

Anton will discuss the current best practices from recent international research across Australia, Asia, USA and NZ guiding participants through a workshop which will identify ideas for adaptation to their own organisation. Participants will receive a complimentary copy of the Customer Centricity Best Practice Compendium report.Coverage includes:simulated benchmarking project, based on participants real benchmarking needs, to ensure the learning, exercises, knowledge exchange and feedback is ‘value-creating’ for each organisation to take away and implement an effective process in their workplaces.

Areas covered in include:

  • Customer Centricity, what does a good practice organisation look like and critical characteristics?
  • Leadership direction and support to deliver quality internal and external customer outcomes
  • Creating and maintaining a customer serving mindset throughout the organisation
  • Listening, learning and understanding to focus on the customer
  • Building customer centricity into corporate and business planning
  • Performance management and measurement
  • Sustaining excellence
  • This session includes afternoon tea.
3.45pmGetting Customer Feedback and Using It

Anton will continue to guide participants through the training with a focus here on best practices on Customer Satisfaction Measurement and Complaints Management for both internal and external customers.

Areas covered in this stage include:

  • Wanting and managing complaints
  • What are the customers really telling us?
  • Feedback mechanisms – types of measures
  • Not just focusing on Customer satisfaction
  • Gaining buy-in for improvements
4.15pmTools and Templates for You to Use

Anton will share the various tools and templates to apply and adapt to enhance customer centricity and its deployment in your organisation. These tools and templates have been used practically in various organisations. This session includes morning tea.

Tools and templates include:

  • Empowerment card
  • “No” Report
  • Customer Survey
  • Customer Maturity Self Assessment Framework
  • 4 Principles
5.00pmClose Day 1

 

Day 2 – Training to Implement Customer Centricity

9.00amReflection and Review Day 1 and Planning for Day 2. Includes Systems Views of our organisations for context and application of tools/techniques and customer centricity model application for the next sessions
10.30am Morning Coffee.
11.00amCreating a Customer Centric Organization – Guest Speaker, Art Daniels.Art is a recognised leader driving Canadian Public Sector change and customer/citizen focus reform initiatives, as well as his customer centric impact and influence across international Public Sector projects, and so we are very proud to have Art present and share with us in this workshop.The Ontario (Canada) Public Service has twice been recognized by the Commonwealth Association of Public Administration and Management (CAPAM) with Gold Medals for its excellence in service delivery and innovation. In this presentation using the Ontario Public Service as example of Customer Centric Culture we will exam the many elements that go into creating a customer service culture.The elements include listening to the voice of the customer through survey and feedback instruments. Using that knowledge to change how services are delivered through new channels and service bundling. Ensuring that service expectations are met by adhering to published service standard and service guarantees.Understanding good service to customers is part of a service value chain linking employee engagement to customer satisfaction. Ensuring employees are recognized and rewarded for excellence in customer service.A culture of customer service must be sustained over a long period of time through training, senior management commitment and continuous effective listening to the voice of the customer. The example of the Ontario Public Service has been evolving and sustained in a political environment where change is the norm.
12.15pmLunch and Networking.
1.00pmCustomer Centricity Excellence Model.

This is very much a work shopping session to assess the strengths and gaps according to a best practices model that will be discussed and shared. This session includes:
  • The best practices model
  • Assessing your strengths and gaps
  • Benchmarking to accelerate improvements
  • One-page Partnership Agreements
  • What are the customers really telling us?
  • Key Performance Indicators (KPIs)
3.30pmAction Planning.

This session includes feedback and further specific learning needs for each participant in their ‘Action Planning’, Issuing of Certificates of completion.Next Steps – embarking on a customer centricity benchmarking project.
4.30pmClose, competency evaluation, feedback and certificates

 

Benefits from Attendance

  • Participants will have a clear, customised strategy, a supporting action plan, tools and templates to progress and implement Customer Centricity.
  • Knowledge of how to achieve customer centricity by optimising and aligning organisational resources, processes and structures (where internal customers support delivery to the external customers) to effectively meet the needs of the customer, while building mutually beneficial relationships.
  • A free copy of the Customer Centricity Best Practices Compendium Report as well as workshop materials.

Facilitator

Anton Benc

Organisation: Benchmarking Partnerships, Australia

Bio: Anton Benc is Director for Benchmarking Partnerships. Anton has planned and facilitated over 80 different benchmarking studies involving over 800 organisations in Australia, Asia and New Zealand, including one and multi-day Best Practice workshops, International Business Excellence Study Tours, Special interest Study Tours, Study Missions from international and award winning organisations, and many other Strategic in-house and public workshops, including International Research compendiums of Best Practices on topics such as Customer Centricity.

His particular focus has been helping award winning organisations stretch and sustain their improvement effort via benchmarking interventions including training on specific customer driven projects. He has developed joint projects in conjunction with the NZ Business Excellence Foundation, many Business Excellence Study Tours with SAI Global over the last decade, and has designed and developed Government led Study Tour initiatives like the Queensland Government Business Improvement Study Tours for government Senior Officers and Directors over multiple years.

Anton previously was Project Director for the AQC, heading up the national benchmarking initiative responsible for the strategic development and business growth and running of the suite of national benchmarking network processes across Australia.


Art Daniels
Bio: Art Daniels has over 40 years’ experience in managing and developing institutions in the Canadian public service. He is widely recognized as a leader in implementing public sector change initiatives particularly in citizen focused reform initiatives. In the course of executive appointments he has effected tangible improvements in workforce motivation, efficiency, productivity, client satisfaction, and cost-efficiency. He has served as Assistant Deputy Minister, Ontario Public Service Excellence and Innovation Office, Centre for Leadership, Cabinet Office, and as Assistant Deputy Minister, Ontario Public Service Restructuring Secretariat, Centre for Leadership, Cabinet Office, 1997–2002. Mr. Daniels has been a Senior Manager at BearingPoint involved in major public service reform nationally and internationally with projects in Qatar, Egypt, Ireland, Jordan and Jamaica. Nationally he has worked on the federal governments Modernizing Service for Canadians initiative as well as projects with Service Ontario.

Mr. Daniels contributions have been recognized through awards such as the Lieutenant Governor General Award for excellence in the Public Service and the Amethyst Award for Leadership in Innovation. Most recently he was awarded the first Ralph Hientzman Award for leadership in citizen-centred government.

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