Understanding and Improving Customer Focus: Module 2: Customer Focus Self-assessment

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Module 2 of 4: Customer Focus Self-Assessment.  Provides an effective assessment of the current extent of customer focus in the organisation. The tool provides a starting point for an open collaborative organisation-wide conversation about customer focus.  

Module 2 of 4. This customer focus self-assessment covering 12 areas is based on 3rdView Consulting's approach
to developing a customer-focused organisation, It is question-based and strongly fasvours co-design with customers and employees. The tool is scalable to different sized organisations. In essence, it is a systematic review of the extent to which customer objectives are considered in every business process. To be fully effective It requires engagement across the organisation. (Idriven by a Board member of senior manager.)  The question templates are clear and coherent. To be answered properly they need a willingness to find and identify the evidence (e.g. in policies and procedures) on which answers are based. It will not be completed in an afternoon and the engagement process is important.

Resource Information

  • Author: 3rdView Consulting
  • Date: 2013
  • Target Audience: Strategic level (e.g. CEO, Board)
  • Access to Item is free?: Yes
  • Type of Resource: Integrated resource