1、Janet LeBlancDirector, Canada PostPrice Performance ProfileValue MapValue ScorecardHead-to-Head Comparisons (Average)IdentifyValueDriversMeasureValue CreationAfter TransactionBusiness ProcessImprovementConductBaselineStudyOn-goingTransactionalSurveysDevelopActionPlansMeasureMarketPerceptionOn-goingM
2、arketSurveysfeedbackThe Value Proposition Deployment ProcessDefine/Refine Value PropositionBuild CommitmentToValue PropositionProcess &OrganizationGap AnalysisChanges To Deliver Value Proposition Internal Tracking&MeasurementTrackingMarketImpactPlan/Do/Check/ActPlan/Do/Check/ActInternalManagement/St
3、affGroup ofCompaniesCustomer Value Yields Big DividendsDoubled profits in a single yearMoved from being a market “nicher” to the market leaderWireless Telecom CompanyHeavy Equipment DealershipUnderground Mining Equipment Manufacturer / Distributor International Health and Leisure Firm50% reduction i
4、n customer churnImproved equipment delivery time from 10 days to 2 days Total estimated bottom line contribution = $4.5MDoubled sales revenue from $250M to $500M+Tripled market share in a strategically important market: 4% - 12%Increased employees from 600 to 1000+Achieved record profitability last
5、yearReclaimed more than $8mm in lost sales30% improvement in on-time deliveriesImproved margins on equipment repairs from 11% to 28%Source: Adapted from Customer Satisfaction in Practice by the American Productivity & Quality Center, 1998MODELING EMPLOYEE VALUEThe Right Workforce”Positive TurnoverAc
6、quisitionRetentionEmployee ValueRelative CompensationRelative Job QualityBase SalaryWork Life BalanceBrand EquityManagerQualityBenefitsBonusPay EquityThe “Value” of Customer ValueStrengthen value propositions value is the basis for customer decisionsIdentify responses with the greatest impact on customers future purchase behaviourHone in on winning client strategiesDiscipline and focusacross all functionsDramatic impacts and performance gainsThe key to attracting, satisfying, and retaining customers.November, 2003
