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JanetLeBlancDirector,CanadaPostJanetLeBlancPricePerformanceProfilePricePerformanceProfileValueMapValueMapValueScorecardValueScorecardHead-to-HeadComparisons(Average)Head-to-HeadComparisons(AverIdentifyValueDriversMeasureValueCreationAfterTransactionBusinessProcessImprovementConductBaselineStudyOn-goingTransactionalSurveysDevelop
ActionPlansMeasureMarketPerceptionOn-goingMarketSurveysfeedbackIdentifyMeasureBusinessConducTheValuePropositionDeploymentProcessDefine/RefineValuePropositionBuildCommitmentToValuePropositionProcess&OrganizationGapAnalysisChangesToDeliverValueProposition
InternalTracking&MeasurementTrackingMarketImpactPlan/Do/Check/ActPlan/Do/Check/ActInternalManagement/StaffGroupofCompaniesTheValuePropositionDeploymeCustomerValueYieldsBigDividendsDoubledprofitsinasingleyearMovedfrombeingamarket“nicher”tothemarketleaderWirelessTelecomCompanyHeavyEquipmentDealershipUndergroundMiningEquipmentManufacturer/DistributorInternationalHealthandLeisureFirm50%reductionincustomerchurnImprovedequipmentdeliverytimefrom10daysto2daysTotalestimatedbottomlinecontribution=$4.5MDoubledsalesrevenue–from$250Mto$500M+Tripledmarketshareinastrategicallyimportantmarket:4%-12%Increasedemployeesfrom600to1000+AchievedrecordprofitabilitylastyearReclaimedmorethan$8mminlostsales30%improvementinon-timedeliveriesImprovedmarginsonequipmentrepairsfrom11%to28%Source:AdaptedfromCustomerSatisfactioninPracticebytheAmericanProductivity&QualityCenter,1998CustomerValueYieldsBigDiviMODELING
EMPLOYEEVALUETheRightWorkforce”PositiveTurnoverAcquisition
Retention
EmployeeValueRelativeCompensationRelativeJobQuality
BaseSalary
WorkLifeBalance
BrandEquity
Manager
Quality
Benefits
Bonus
PayEquity
MODELING
EMPLOYEEVALUETheRiThe“Value”ofCustomerValueStrengthenvaluepropositions–valueisthebasisforcustomerdecisions
Identifyresponseswiththegreatestimpactoncustomers’futurepurchasebehaviour
Honeinonwinningclientstrategies
Disciplineandfocus—acrossallfunctions
DramaticimpactsandperformancegainsThekeytoattracting,satisfying,andretainingcustomers.The“Value”ofCustomerValueSNovember,2003November,2003JanetLeBlancDirector,CanadaPostJanetLeBlancPricePerformanceProfilePricePerformanceProfileValueMapValueMapValueScorecardValueScorecardHead-to-HeadComparisons(Average)Head-to-HeadComparisons(AverIdentifyValueDriversMeasureValueCreationAfterTransactionBusinessProcessImprovementConductBaselineStudyOn-goingTransactionalSurveysDevelop
ActionPlansMeasureMarketPerceptionOn-goingMarketSurveysfeedbackIdentifyMeasureBusinessConducTheValuePropositionDeploymentProcessDefine/RefineValuePropositionBuildCommitmentToValuePropositionProcess&OrganizationGapAnalysisChangesToDeliverValueProposition
InternalTracking&MeasurementTrackingMarketImpactPlan/Do/Check/ActPlan/Do/Check/ActInternalManagement/StaffGroupofCompaniesTheValuePropositionDeploymeCustomerValueYieldsBigDividendsDoubledprofitsinasingleyearMovedfrombeingamarket“nicher”tothemarketleaderWirelessTelecomCompanyHeavyEquipmentDealershipUndergroundMiningEquipmentManufacturer/DistributorInternationalHealthandLeisureFirm50%reductionincustomerchurnImprovedequipmentdeliverytimefrom10daysto2daysTotalestimatedbottomlinecontribution=$4.5MDoubledsalesrevenue–from$250Mto$500M+Tripledmarketshareinastrategicallyimportantmarket:4%-12%Increasedemployeesfrom600to1000+AchievedrecordprofitabilitylastyearReclaimedmorethan$8mminlostsales30%improvementinon-timedeliveriesImprovedmarginsonequipmentrepairsfrom11%to28%Source:AdaptedfromCustomerSatisfactioninPracticebytheAmericanProductivity&QualityCenter,1998CustomerValueYieldsBigDiviMODELING
EMPLOYEEVALUETheRightWorkforce”PositiveTurnoverAcquisition
Retention
EmployeeValueRelativeCompensationRelativeJobQuality
BaseSalary
WorkLifeBalance
BrandEquity
Manager
Quality
Benefits
Bonus
PayEquity
MODELING
EMPLOYEEVALUETheRiThe“Value”ofCustomerValueStrengthenvaluepropositions–valueisthebasisforcustomerdecisions
Identifyresponseswiththegreatestimpactoncustomers’futurepurchasebehaviour
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