CUSTOMER CENTRICITY TRAINING- 2 Day intensive workshop

Training to Implement CUSTOMER CENTRICITY

Date:

Wednesday 14 & Thursday 15 January 2009

Venue:

Brisbane. Host TBA on registration. If you’d like to host this please let us know – 2 of your people can come for free.

Time:

9am-5PM, Day 2 finishing at 4.30PM

Investment:

$895 inc GST per day (per person)

Early Bird Registration:

If you register before 24 December 2008 you will receive a 10% discount, in addition to other discounts noted below.

Workshop discount:

5% discount for the 2nd person, 10% for the 3rd person, 15% for the 4th person & 20% for the 5th & subsequent persons who register together at the same time from the same organisation

Presenters/facilitators:

This course is co-facilitated by Bruce Searles and Anton Benc, the two Managing Partners and Co-Directors of Benchmarking Partnerships, bringing together their joint detailed experience from both the service and the manufacturing sectors. We have also just completed a world wide search and compendium of Customer Centric Best Practices. A FREE copy of this extensive compendium will be issued to you at the training course!

Training Outline:

Overview of Customer Centricity

What it Is and What it is Not
Types of Customer Centricity

Why Focus on the External Customer? Basic Principles of Customer Focus/Service

How to get started
Who are the Customers?
Defining Customer Centricity
Customer Centricity/Business Excellence
Understanding Customer Needs & Wants

Best Practices of Customer Centricity

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

Getting Customer Feedback & Using It

Wanting and managing complaints
What are the customers really telling us?
Feedback mechanisms
Gaining buy-in for improvements

Tools and Templates for you to Use

Tools that work in best practice orgs
Templates for you to use

Customer Centricity Excellence Model

The best practices model
Assessing your strengths and gaps
Benchmarking to accelerate improvement
What are the customers really telling us?

One Page Partnership Agreements (SLAs)

Key Performance Indicators

Next Steps

Benchmarking Code of Conduct protects confidentiality & privacy

Learn How to Plan and Implement a focus for the entire business on the external customers. This course will be tailored to suit your specific needs.

Why you want to participate:

Learn best practices in 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.

Draw on our experience across 5,000 organisations in many countries to learn how to improve your Customer Centricity. Also drawing on our own detailed experience in working within and assisting Business Excellence Award winners such as NRMA Limited, BHP Billiton, South East Water etc.
You will save yourself from doing the extensive research and benchmarking that we have facilitated over two decades now and also involving our overseas partners like APQC in the USA, Asian Productivity Organisation across 20 Asian Countries including Singapore, Malaysia, the Philippines, Japan and Thailand, the Global Benchmarking Network (GBN) covering for example Europe, UK, Canada and the Middle East and the New Zealand Business Excellence Foundation (NZBEF) and some Pacific Islands where we have worked with multi nationals like Sheraton, Coca Cola etc
The best practices you will learn are drawn (“blind” of identity) from many organisations including NRMA, South East Water, University of Wollongong, BHP Billiton, HP, etc.

Outcomes:

At the end of the Training, participants will have a clear, customized strategy, a supporting action plan, tools and templates to progress and implement Customer Centricity in your own organisation.

Your delegate 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

What's included:

Certificate of participation
A FREE copy of our extensive world wide compendium of Customer Centricity Best practices
Simulated benchmarking against real topics/ projects that will be facilitated to prioritise for action planning
Practical adaptation into your workplace when you return
Interactive sharing with other participants in an action packed comprehensive training course
Harvesting BEST PRACTICES and 'Think-tank' discussion
'Hands-on' learning.
A comprehensive activity and reference workbook manual issued for all training delegates
Content experts – Anton Benc & Bruce Searles sharing real case studies, exercises across their vast experience(refer to CV’s on our website)
Delegate and content expert contact list provided
Share the lessons learned, and experience through benchmarking knowledge exchange
Competency feedback evaluation

Feedback from previous same course held earlier this year

On a scale of 1=Very poor, 2= Poor, 3= Neither, 4=Good, 5 = Very good, the following average responses were received from feedback forms submitted:

Presentation/ sharing of information 4.3
Timeliness 4.6
Facilitation 4.7
Catering 4.0
Ability to formulate action plans 4.0
Value of learning for your business 4.4
Value of learning to you 4.6
Opportunities for networking 4.3
Overall rating of this workshop 4.5

Workshop strengths

Variety of presentations
Excellent course content
Well delivered
Presenters “know their stuff” and really follow through with including extra topics suggested by participants
Good mix of people/skills/ background
Strategy map session
Sharing with others
Diagrams represent courses of action good
Willingness to go over material people not clear about
Range of practical materials
Good examples- not just theory
Emphasis on local application
Compendium of best practices

PROGRAM Day 1 Training to Implement Customer Centricity

9.00am	Registration - arrival coffee / tea

9.10am	Welcome, Introductions, Program, facilitating key issues for participants to focus the program on participant’s expectations

9.45am	Overview of Customer Centricity- *Bruce Searles & Anton Benc, Managing Partners, Benchmarking Partnerships.* Bruce & 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

10.45am	Morning Coffee and Networking

11.10am	Best Practices of Customer Centricity How to get started Who are the customers? Customer segmentation Defining Customer Centricity Develop Your Vision for Customer Centricity – workshopped Customer Centricity related to Business Excellence and organisational Sustainability How to Understand Customer Needs and Wants

1.00pm	Lunch and Networking

2.00pm	Best Practices of Customer Centricity Bruce and Anton will discuss the current best practices from recent international research across Australia, Asia, USA and NZ guide participants through a workshop which will identify ideas for adaptation to their own organisation. Participants will receive a complimentary copy of the Best Practice Compendium report. Coverage includes: Simulation of a 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 benchmarking 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.

5.00pm	Close Day 1 followed by Informal Networking Dinner.

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PROGRAM Day 2 Training to Implement Customer Centricity

9.00am	Review Day 1 and Planning for Day 2.

9.30am	Strategy/ Outcomes Mapping & Measurement. Anton & Bruce will guide participants through strategy mapping for their own organisation to realise key customer centricity outcomes and useful measures.

10.45am	Morning Coffee.

11.15am	Getting Customer Feedback and Using It. Bruce and Anton will continue to guide participants through the training with a focus here on best practices gleaned from our benchmarking over the years on Customer Satisfaction Measurement and Complaints Management for both internal and external customers. Areas covered in this stage include: Wanting and managing complaints Making it easy for customers to complain What are the customers really telling us? Feedback mechanisms – types of measures Not just focusing on Customer satisfaction Gaining buy-in for improvements

12.00pm	Tools and Templates for You to Use Anton and Bruce will share the various tools and templates you could adapt to enhance customer centricity and its deployment in your organisation. These tools and templates have been used practically in various organisations.

12.45pm	Lunch and Networking.

1.45pm	Customer Centricity Excellence Model. This is very much a workshopping 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)

3.10pm	Afternoon Coffee.

3.30pm	Action 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 benchmarking project.

4.30pm	Close and transport co-ordination.

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On a scale of 1=Very poor, 2= Poor, 3= Neither, 4=Good, 5 = Very good, the following average responses were received from feedback forms submitted:

Presentation/ sharing of information 4.3
Timeliness 4.6
Facilitation 4.7
Catering 4.0
Ability to formulate action plans 4.0
Value of learning for your business 4.4
Value of learning to you 4.6
Opportunities for networking 4.3
Overall rating of this workshop 4.5

Workshop strengths

Variety of presentations
Excellent course content
Well delivered
Presenters “know their stuff” and really follow through with including extra topics suggested by participants
Good mix of people/skills/ background
Strategy map session
Sharing with others
Diagrams represent courses of action good
Willingness to go over material people not clear about
Range of practical materials
Good examples- not just theory
Emphasis on local application
Compendium of best practices

Registration Form

Training Course: Customer Centricity Training

Training Course Date: Wednesday 14 and Thursday 15 January 2009

Investment per person per day:

$895 inc GST (Early Bird 10% discount until 24 December $805.50 inc GST)

Please fill out the form below to register for the Workshop, or, alternatively
FAX TO: Bruce Searles: (02) 9482 4093
Phone: 0418 267 794


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Cancellations must be received in writing. Full refund for 14 days prior to event. 50% refund for between 7-14 days prior. No refund for less than 7 days prior. * * Accommodation, travel, etc not included. Lunch, morning and afternoon teas included. Please notify us if you have specific dietary requirements.

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