By David Drennan, Steuart Pennington
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Additional resources for 12 Ladders to World Class Performance: How Your Organization Can Compete With the Best in the World
But that’s managing blind. We’ve never met the management who could manage better blind than by having hard data, and taking action on the data to make measurable progress. Later in the Ladders (Ladder 4) we not only promote the value of measurement, but the benefits of using visible measures. By making the chosen measures visible right at the place of work, staff and managers are made aware on a daily basis of what the company wants everybody to concentrate on. That shapes behaviour. And if employee rewards are linked to company 22 / 12 LADDERS TO WORLD CLASS PERFORMANCE progress (see Ladder 10), then that adds to the focus and energy put behind them by everyone.
Exercise A good exercise to go through with managers or staff is to ask: what are all the interfaces our company has with the customer (from the reception desk to problem-solving post delivery)? What experiences do you think customers are getting in each of these? What must we or can we do to improve these? 5. We have to value the customer not just for the benefit we get from one sale, but for all the sales he can bring us in the future. If a housewife spends, say, £50 per week on her groceries, that is £2,500 a year, or £25,000 over a 10-year period.
The only reason the customer parts with his money is because he sees the value of what we are giving him as worth more than the money he has in his hand. No other reason. And it is not just the product or service he gets that counts. It is also the courtesy he experiences, the speed and accuracy with which we fulfil his request, the quality of the product in practice, getting things right the first time, the concern we show for resolving his problems quickly, etc. CUSTOMER FOCUS / 31 3. Normally the customer can choose to go elsewhere, if he doesn’t like the product quality, the price, the delivery, the treatment he gets, etc.
12 Ladders to World Class Performance: How Your Organization Can Compete With the Best in the World by David Drennan, Steuart Pennington