SlideShare ist ein Scribd-Unternehmen logo

Improvement Methodology

•
•
Bernard Rosauer
Bernard Rosauer
BusinessTechnologie
1 von 15
Copyright 2008 Evenbetteryet, llc All rights reserved .
“ ” Steady success is good, but it can foster serious weaknesses. Complacency sets in, customer focus declines, creative ideas dry up and before you know it, you are in trouble. Fujio Cho Chairman, Toyota Motor Company Speaking in Traverse City, MI August 4, 2004
Economics of Customer Loyalty Year 1 2 3 4 5 6 Copyright 2008 Evenbetteryet, llc All rights reserved.
Economics of Customer Loyalty ,[object Object],New , stay, stay, stay, stay, stay, stay, stay, stay … New , stay, stay, stay, refer & stay , stay, stay, stay, stay, refer & stay , stay, stay, stay, stay, stay, stay, stay, … New , stay, stay, stay, stay, stay, stay, refer & stay , stay, stay, stay, stay, stay, stay… New , stay, stay, stay, stay, stay, stay, stay… Policyholder Loyalty (better) New Policyholder , stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay, stay
This is all about retaining profitable policyholders and earning unsolicited profitable referrals of family, friends and colleagues. “ ”
[object Object],[object Object],Process “ Detractors” Indifferent/Passive “ Promoters” 3 Areas of Focus Activities Customer Would Pay For Customer wouldn’t pay for but are incidental to providing something a customer would pay for. Customer wouldn’t pay for and are NOT necessary. (Waste) “ Promoters” Indifferent/Passive “ Detractors”
[object Object],[object Object],Process “ Detractors” Indifferent/Passive “ Promoters” A Look Ahead Activities Customer Would Pay For Customer wouldn’t pay for but are incidental to providing something a customer would pay for. Customer wouldn’t pay for and are NOT necessary. (Waste) “ Promoters” Indifferent/Passive “ Detractors”
Growth for growth’s sake… … Means Everything Grows Exponentially Promoters/Activities Customers Would Pay For Indifference/Incidentals Detractors/Non-incidental Activities Customers Would Not Pay For (waste)
Customer And Employee Promoters/Activities Customers Would Pay For Indifferent Customers and Employees Detractors/Non-incidental Activities Customers Would Not Pay For (waste) Profitable Growth = ‘Stickier’ Sales Using Fewer Resources
HOW?
[object Object],[object Object],Process Apply Net PromoterScore (NPS) HOW? Apply ‘Lean’ and “ Learn How To See” for Managers Positive Camaraderie , Fairness, and Sense of Achievement for Managers Completion: April Completion: September Completion: December
[object Object],[object Object],Process Apply Net PromoterScore (NPS) HOW? Apply ‘Lean’ and “ Learn How To See” for Managers Positive Camaraderie , Fairness, and Sense of Achievement for Managers Completion: April Completion: September Completion: December
[object Object],[object Object],Process Apply Net PromoterScore (NPS) HOW? Apply ‘Lean’ and “ Learn How To See” for Managers Positive Camaraderie , Fairness, and Sense of Achievement for Managers Completion: April Completion: September Completion: December
Year 1. Learning and Applying Key Concepts Year 2. Continuous Improvement/ Internal Innovation, ‘Pure’ Organic Growth ‘ External’ Innovation/Non-Organic (yet profitable) Growth Organic and Non Organic Profitable Growth Timeline and Methodology
End

Empfohlen

Pensions – cash in or cash out
Pensions – cash in or cash outPensions – cash in or cash out
Pensions – cash in or cash outdaulph
 
Transitioning from Inventor to Entrepreneur
Transitioning from Inventor to EntrepreneurTransitioning from Inventor to Entrepreneur
Transitioning from Inventor to Entrepreneurdeliadis
 
IFMA NM Presentation Sept 2009
IFMA NM Presentation Sept 2009IFMA NM Presentation Sept 2009
IFMA NM Presentation Sept 2009Organizational Development & Change Management
 
The ABCs of Job Hunting
The ABCs of Job HuntingThe ABCs of Job Hunting
The ABCs of Job HuntingHillary B. Lavin
 
EIA2017Italy - Ken Singer - Entrepreneurship. The Ultimate Team Sport.
EIA2017Italy - Ken Singer - Entrepreneurship. The Ultimate Team Sport. EIA2017Italy - Ken Singer - Entrepreneurship. The Ultimate Team Sport.
EIA2017Italy - Ken Singer - Entrepreneurship. The Ultimate Team Sport. European Innovation Academy
 
Core Values & Core Purpose - EO Costa Rica 2010
Core Values & Core Purpose - EO Costa Rica 2010Core Values & Core Purpose - EO Costa Rica 2010
Core Values & Core Purpose - EO Costa Rica 2010David Hauser
 
Jean-Xtophe Ordonneau Presentation at YES Execom Athens, 14-16 April 2011
Jean-Xtophe Ordonneau Presentation at YES Execom Athens, 14-16 April 2011Jean-Xtophe Ordonneau Presentation at YES Execom Athens, 14-16 April 2011
Jean-Xtophe Ordonneau Presentation at YES Execom Athens, 14-16 April 2011YES European Confederation of Young Entrepreneurs
 
Eleven Essentials For Entrepreneurs
Eleven Essentials For EntrepreneursEleven Essentials For Entrepreneurs
Eleven Essentials For EntrepreneursStephen King
 

Empfohlen

Pensions – cash in or cash out
Pensions – cash in or cash outPensions – cash in or cash out
Pensions – cash in or cash outdaulph
 
Transitioning from Inventor to Entrepreneur
Transitioning from Inventor to EntrepreneurTransitioning from Inventor to Entrepreneur
Transitioning from Inventor to Entrepreneurdeliadis
 
IFMA NM Presentation Sept 2009
IFMA NM Presentation Sept 2009IFMA NM Presentation Sept 2009
IFMA NM Presentation Sept 2009Organizational Development & Change Management
 
The ABCs of Job Hunting
The ABCs of Job HuntingThe ABCs of Job Hunting
The ABCs of Job HuntingHillary B. Lavin
 
EIA2017Italy - Ken Singer - Entrepreneurship. The Ultimate Team Sport.
EIA2017Italy - Ken Singer - Entrepreneurship. The Ultimate Team Sport. EIA2017Italy - Ken Singer - Entrepreneurship. The Ultimate Team Sport.
EIA2017Italy - Ken Singer - Entrepreneurship. The Ultimate Team Sport. European Innovation Academy
 
Core Values & Core Purpose - EO Costa Rica 2010
Core Values & Core Purpose - EO Costa Rica 2010Core Values & Core Purpose - EO Costa Rica 2010
Core Values & Core Purpose - EO Costa Rica 2010David Hauser
 
Jean-Xtophe Ordonneau Presentation at YES Execom Athens, 14-16 April 2011
Jean-Xtophe Ordonneau Presentation at YES Execom Athens, 14-16 April 2011Jean-Xtophe Ordonneau Presentation at YES Execom Athens, 14-16 April 2011
Jean-Xtophe Ordonneau Presentation at YES Execom Athens, 14-16 April 2011YES European Confederation of Young Entrepreneurs
 
Eleven Essentials For Entrepreneurs
Eleven Essentials For EntrepreneursEleven Essentials For Entrepreneurs
Eleven Essentials For EntrepreneursStephen King
 
Banquet hall
Banquet hallBanquet hall
Banquet hallsamhawkins682
 
Lean Startup: Problems, market, value proposition & business model
Lean Startup: Problems, market, value proposition & business modelLean Startup: Problems, market, value proposition & business model
Lean Startup: Problems, market, value proposition & business modelaphwajdm aphwajdm
 
PB&A_ShouldIStayOrShouldIGo_UMich
PB&A_ShouldIStayOrShouldIGo_UMichPB&A_ShouldIStayOrShouldIGo_UMich
PB&A_ShouldIStayOrShouldIGo_UMichPaul Bernard
 
Jeff Bezos' 2016 Letter to Amazon Shareholders
Jeff Bezos' 2016 Letter to Amazon ShareholdersJeff Bezos' 2016 Letter to Amazon Shareholders
Jeff Bezos' 2016 Letter to Amazon ShareholdersRazin Mustafiz
 
Organic growth for clients - Account Management Role
Organic growth for clients - Account Management RoleOrganic growth for clients - Account Management Role
Organic growth for clients - Account Management RoleAamir Abbasi
 
Shift Happens! for OFSA - Manage Change
Shift Happens! for OFSA - Manage ChangeShift Happens! for OFSA - Manage Change
Shift Happens! for OFSA - Manage ChangeJames Feldman
 
Work as a way to personal success
Work as a way to personal successWork as a way to personal success
Work as a way to personal successIgor Yanyutin
 
The 5 most expensive mistakes you can make when planning to sell your business
The 5 most expensive mistakes you can make when planning to sell your businessThe 5 most expensive mistakes you can make when planning to sell your business
The 5 most expensive mistakes you can make when planning to sell your businessSouthern Group Business Advisors Ltd
 
Group 11 hrm
Group 11 hrmGroup 11 hrm
Group 11 hrmAyushiGarg93
 
Business Plan Basics: How to Save Time & Write an Effective Strategy
Business Plan Basics: How to Save Time & Write an Effective Strategy Business Plan Basics: How to Save Time & Write an Effective Strategy
Business Plan Basics: How to Save Time & Write an Effective Strategy Manta
 
Fractional CFO that helps businesses grow exponentially - Technology, Operati...
Fractional CFO that helps businesses grow exponentially - Technology, Operati...Fractional CFO that helps businesses grow exponentially - Technology, Operati...
Fractional CFO that helps businesses grow exponentially - Technology, Operati...pwhitley100
 
Hhs micro entrepreneurship course1
Hhs micro entrepreneurship course1Hhs micro entrepreneurship course1
Hhs micro entrepreneurship course1Mayor Cyrille
 
Choosing the best way to finance your company
Choosing the best way to finance your companyChoosing the best way to finance your company
Choosing the best way to finance your companyTanzil Al Gazmir
 
Your checklist for closing opportunities this quarter
Your checklist for closing opportunities this quarterYour checklist for closing opportunities this quarter
Your checklist for closing opportunities this quarterValueSelling Associates, Inc.
 
Enterprise strategy
Enterprise strategyEnterprise strategy
Enterprise strategyJulia Wester
 
Converting Your Crowd for Culture Days, National Arts Congress
Converting Your Crowd for Culture Days, National Arts CongressConverting Your Crowd for Culture Days, National Arts Congress
Converting Your Crowd for Culture Days, National Arts CongressLiesl Barrell
 
Addict Wipii English 081128
Addict Wipii English 081128Addict Wipii English 081128
Addict Wipii English 081128eardigo
 
вебинары конф
вебинары конфвебинары конф
вебинары конфMoscow State University
 
Managing Communities of Learning: The Impact and Role of Facilitators
Managing Communities of Learning: The Impact and Role of FacilitatorsManaging Communities of Learning: The Impact and Role of Facilitators
Managing Communities of Learning: The Impact and Role of FacilitatorsMartin Rehm
 
Net 451 in action
Net 451 in actionNet 451 in action
Net 451 in actionSuthep Sangvirotjanaphat
 
香港六合彩 » SlideShare
香港六合彩 » SlideShare香港六合彩 » SlideShare
香港六合彩 » SlideSharepiwnioyh
 
How Stupid Can We Get
How Stupid Can We GetHow Stupid Can We Get
How Stupid Can We Getguest7cdf23
 

Weitere ähnliche Inhalte

Was ist angesagt?

Lean Startup: Problems, market, value proposition & business model
Lean Startup: Problems, market, value proposition & business modelLean Startup: Problems, market, value proposition & business model
Lean Startup: Problems, market, value proposition & business modelaphwajdm aphwajdm
 
PB&A_ShouldIStayOrShouldIGo_UMich
PB&A_ShouldIStayOrShouldIGo_UMichPB&A_ShouldIStayOrShouldIGo_UMich
PB&A_ShouldIStayOrShouldIGo_UMichPaul Bernard
 
Jeff Bezos' 2016 Letter to Amazon Shareholders
Jeff Bezos' 2016 Letter to Amazon ShareholdersJeff Bezos' 2016 Letter to Amazon Shareholders
Jeff Bezos' 2016 Letter to Amazon ShareholdersRazin Mustafiz
 
Organic growth for clients - Account Management Role
Organic growth for clients - Account Management RoleOrganic growth for clients - Account Management Role
Organic growth for clients - Account Management RoleAamir Abbasi
 
Shift Happens! for OFSA - Manage Change
Shift Happens! for OFSA - Manage ChangeShift Happens! for OFSA - Manage Change
Shift Happens! for OFSA - Manage ChangeJames Feldman
 
Work as a way to personal success
Work as a way to personal successWork as a way to personal success
Work as a way to personal successIgor Yanyutin
 
The 5 most expensive mistakes you can make when planning to sell your business
The 5 most expensive mistakes you can make when planning to sell your businessThe 5 most expensive mistakes you can make when planning to sell your business
The 5 most expensive mistakes you can make when planning to sell your businessSouthern Group Business Advisors Ltd
 
Business Plan Basics: How to Save Time & Write an Effective Strategy
Business Plan Basics: How to Save Time & Write an Effective Strategy Business Plan Basics: How to Save Time & Write an Effective Strategy
Business Plan Basics: How to Save Time & Write an Effective Strategy Manta
 
Fractional CFO that helps businesses grow exponentially - Technology, Operati...
Fractional CFO that helps businesses grow exponentially - Technology, Operati...Fractional CFO that helps businesses grow exponentially - Technology, Operati...
Fractional CFO that helps businesses grow exponentially - Technology, Operati...pwhitley100
 
Hhs micro entrepreneurship course1
Hhs micro entrepreneurship course1Hhs micro entrepreneurship course1
Hhs micro entrepreneurship course1Mayor Cyrille
 
Choosing the best way to finance your company
Choosing the best way to finance your companyChoosing the best way to finance your company
Choosing the best way to finance your companyTanzil Al Gazmir
 
Your checklist for closing opportunities this quarter
Your checklist for closing opportunities this quarterYour checklist for closing opportunities this quarter
Your checklist for closing opportunities this quarterValueSelling Associates, Inc.
 
Enterprise strategy
Enterprise strategyEnterprise strategy
Enterprise strategyJulia Wester
 

Was ist angesagt? (15)

Banquet hall
Banquet hallBanquet hall
Banquet hall
 
Lean Startup: Problems, market, value proposition & business model
Lean Startup: Problems, market, value proposition & business modelLean Startup: Problems, market, value proposition & business model
Lean Startup: Problems, market, value proposition & business model
 
PB&A_ShouldIStayOrShouldIGo_UMich
PB&A_ShouldIStayOrShouldIGo_UMichPB&A_ShouldIStayOrShouldIGo_UMich
PB&A_ShouldIStayOrShouldIGo_UMich
 
Jeff Bezos' 2016 Letter to Amazon Shareholders
Jeff Bezos' 2016 Letter to Amazon ShareholdersJeff Bezos' 2016 Letter to Amazon Shareholders
Jeff Bezos' 2016 Letter to Amazon Shareholders
 
Organic growth for clients - Account Management Role
Organic growth for clients - Account Management RoleOrganic growth for clients - Account Management Role
Organic growth for clients - Account Management Role
 
Shift Happens! for OFSA - Manage Change
Shift Happens! for OFSA - Manage ChangeShift Happens! for OFSA - Manage Change
Shift Happens! for OFSA - Manage Change
 
Work as a way to personal success
Work as a way to personal successWork as a way to personal success
Work as a way to personal success
 
The 5 most expensive mistakes you can make when planning to sell your business
The 5 most expensive mistakes you can make when planning to sell your businessThe 5 most expensive mistakes you can make when planning to sell your business
The 5 most expensive mistakes you can make when planning to sell your business
 
Group 11 hrm
Group 11 hrmGroup 11 hrm
Group 11 hrm
 
Business Plan Basics: How to Save Time & Write an Effective Strategy
Business Plan Basics: How to Save Time & Write an Effective Strategy Business Plan Basics: How to Save Time & Write an Effective Strategy
Business Plan Basics: How to Save Time & Write an Effective Strategy
 
Fractional CFO that helps businesses grow exponentially - Technology, Operati...
Fractional CFO that helps businesses grow exponentially - Technology, Operati...Fractional CFO that helps businesses grow exponentially - Technology, Operati...
Fractional CFO that helps businesses grow exponentially - Technology, Operati...
 
Hhs micro entrepreneurship course1
Hhs micro entrepreneurship course1Hhs micro entrepreneurship course1
Hhs micro entrepreneurship course1
 
Choosing the best way to finance your company
Choosing the best way to finance your companyChoosing the best way to finance your company
Choosing the best way to finance your company
 
Your checklist for closing opportunities this quarter
Your checklist for closing opportunities this quarterYour checklist for closing opportunities this quarter
Your checklist for closing opportunities this quarter
 
Enterprise strategy
Enterprise strategyEnterprise strategy
Enterprise strategy
 

Andere mochten auch

Converting Your Crowd for Culture Days, National Arts Congress
Converting Your Crowd for Culture Days, National Arts CongressConverting Your Crowd for Culture Days, National Arts Congress
Converting Your Crowd for Culture Days, National Arts CongressLiesl Barrell
 
Addict Wipii English 081128
Addict Wipii English 081128Addict Wipii English 081128
Addict Wipii English 081128eardigo
 
Managing Communities of Learning: The Impact and Role of Facilitators
Managing Communities of Learning: The Impact and Role of FacilitatorsManaging Communities of Learning: The Impact and Role of Facilitators
Managing Communities of Learning: The Impact and Role of FacilitatorsMartin Rehm
 
香港六合彩 » SlideShare
香港六合彩 » SlideShare香港六合彩 » SlideShare
香港六合彩 » SlideSharepiwnioyh
 
How Stupid Can We Get
How Stupid Can We GetHow Stupid Can We Get
How Stupid Can We Getguest7cdf23
 
Bald Eagle by Rashawn Bryant
Bald Eagle by Rashawn BryantBald Eagle by Rashawn Bryant
Bald Eagle by Rashawn Bryantvebrya
 
Y vuestros ojos lo veran
Y vuestros ojos lo veranY vuestros ojos lo veran
Y vuestros ojos lo veranPaulo Arieu
 
MACE Presentation
MACE PresentationMACE Presentation
MACE PresentationJoss Winn
 
A Long Walk to Water: Lesson4 unit2
A Long Walk to Water: Lesson4 unit2A Long Walk to Water: Lesson4 unit2
A Long Walk to Water: Lesson4 unit2Terri Weiss
 
Standardisierte Medizinische Übergaben - Wie lernen, lehren und implementiere...
Standardisierte Medizinische Übergaben - Wie lernen, lehren und implementiere...Standardisierte Medizinische Übergaben - Wie lernen, lehren und implementiere...
Standardisierte Medizinische Übergaben - Wie lernen, lehren und implementiere...Hendrik Drachsler
 
Tamgün Sunusu
Tamgün SunusuTamgün Sunusu
Tamgün Sunusuanttab
 
#WhatsTheDifference?
#WhatsTheDifference?#WhatsTheDifference?
#WhatsTheDifference?Martin Rehm
 
Lyddie: Unit3 lesson7
Lyddie: Unit3 lesson7Lyddie: Unit3 lesson7
Lyddie: Unit3 lesson7Terri Weiss
 
Open Education and Sustainability
Open Education and SustainabilityOpen Education and Sustainability
Open Education and SustainabilityJoss Winn
 
A Long Walk to Water - Lesson2 unit2
A Long Walk to Water - Lesson2 unit2A Long Walk to Water - Lesson2 unit2
A Long Walk to Water - Lesson2 unit2Terri Weiss
 
Mobile Showcase Moblin2
Mobile Showcase Moblin2Mobile Showcase Moblin2
Mobile Showcase Moblin2Tomas Bennich
 

Andere mochten auch (20)

Converting Your Crowd for Culture Days, National Arts Congress
Converting Your Crowd for Culture Days, National Arts CongressConverting Your Crowd for Culture Days, National Arts Congress
Converting Your Crowd for Culture Days, National Arts Congress
 
Addict Wipii English 081128
Addict Wipii English 081128Addict Wipii English 081128
Addict Wipii English 081128
 
вебинары конф
вебинары конфвебинары конф
вебинары конф
 
Managing Communities of Learning: The Impact and Role of Facilitators
Managing Communities of Learning: The Impact and Role of FacilitatorsManaging Communities of Learning: The Impact and Role of Facilitators
Managing Communities of Learning: The Impact and Role of Facilitators
 
Net 451 in action
Net 451 in actionNet 451 in action
Net 451 in action
 
香港六合彩 » SlideShare
香港六合彩 » SlideShare香港六合彩 » SlideShare
香港六合彩 » SlideShare
 
How Stupid Can We Get
How Stupid Can We GetHow Stupid Can We Get
How Stupid Can We Get
 
Bald Eagle by Rashawn Bryant
Bald Eagle by Rashawn BryantBald Eagle by Rashawn Bryant
Bald Eagle by Rashawn Bryant
 
Y vuestros ojos lo veran
Y vuestros ojos lo veranY vuestros ojos lo veran
Y vuestros ojos lo veran
 
M02 un04 p04
M02 un04 p04M02 un04 p04
M02 un04 p04
 
Unit 2.11 - Forms
Unit 2.11 - FormsUnit 2.11 - Forms
Unit 2.11 - Forms
 
MACE Presentation
MACE PresentationMACE Presentation
MACE Presentation
 
A Long Walk to Water: Lesson4 unit2
A Long Walk to Water: Lesson4 unit2A Long Walk to Water: Lesson4 unit2
A Long Walk to Water: Lesson4 unit2
 
Standardisierte Medizinische Übergaben - Wie lernen, lehren und implementiere...
Standardisierte Medizinische Übergaben - Wie lernen, lehren und implementiere...Standardisierte Medizinische Übergaben - Wie lernen, lehren und implementiere...
Standardisierte Medizinische Übergaben - Wie lernen, lehren und implementiere...
 
Tamgün Sunusu
Tamgün SunusuTamgün Sunusu
Tamgün Sunusu
 
#WhatsTheDifference?
#WhatsTheDifference?#WhatsTheDifference?
#WhatsTheDifference?
 
Lyddie: Unit3 lesson7
Lyddie: Unit3 lesson7Lyddie: Unit3 lesson7
Lyddie: Unit3 lesson7
 
Open Education and Sustainability
Open Education and SustainabilityOpen Education and Sustainability
Open Education and Sustainability
 
A Long Walk to Water - Lesson2 unit2
A Long Walk to Water - Lesson2 unit2A Long Walk to Water - Lesson2 unit2
A Long Walk to Water - Lesson2 unit2
 
Mobile Showcase Moblin2
Mobile Showcase Moblin2Mobile Showcase Moblin2
Mobile Showcase Moblin2
 

Ähnlich wie Improvement Methodology

Loan promotions twd
Loan promotions twdLoan promotions twd
Loan promotions twdTracey
 
Charter School Association Myths and Science of Sustainability
Charter School Association Myths and Science of SustainabilityCharter School Association Myths and Science of Sustainability
Charter School Association Myths and Science of Sustainabilitytedfujimoto
 
Ideas To Deals 3 19 09 V2
Ideas To Deals 3 19 09 V2Ideas To Deals 3 19 09 V2
Ideas To Deals 3 19 09 V2Michael Bowers
 
A SPLICE Expert Perspectives Webcast: Customer Experience Beyond Surveys
A SPLICE Expert Perspectives Webcast: Customer Experience Beyond SurveysA SPLICE Expert Perspectives Webcast: Customer Experience Beyond Surveys
A SPLICE Expert Perspectives Webcast: Customer Experience Beyond SurveysSPLICE Software
 
Fundraising Strategy - useful tools that really work IoF 2011
Fundraising Strategy - useful tools that really work IoF 2011Fundraising Strategy - useful tools that really work IoF 2011
Fundraising Strategy - useful tools that really work IoF 2011Simon Burne
 
Big Event 2011: Producers...
Big Event 2011: Producers...Big Event 2011: Producers...
Big Event 2011: Producers...Jason Hoeppner
 
Changing Behaviours For Better Performance
Changing Behaviours For Better Performance Changing Behaviours For Better Performance
Changing Behaviours For Better Performance GuideDotYou
 
Bringing Your Marketing Plan To Life
Bringing Your Marketing Plan To LifeBringing Your Marketing Plan To Life
Bringing Your Marketing Plan To Lifeericgagliano
 
Revised-ch08-Negative Messages.ppt
Revised-ch08-Negative Messages.pptRevised-ch08-Negative Messages.ppt
Revised-ch08-Negative Messages.pptumara19
 
Ideas Lab 2017 Slides
Ideas Lab 2017 SlidesIdeas Lab 2017 Slides
Ideas Lab 2017 SlidesStephen Kerr
 
Customer Service New
Customer Service NewCustomer Service New
Customer Service Newguest665fc089
 
Measure and Communicate ROI - Bruce Nustad, MN Retail Association
Measure and Communicate ROI - Bruce Nustad, MN Retail AssociationMeasure and Communicate ROI - Bruce Nustad, MN Retail Association
Measure and Communicate ROI - Bruce Nustad, MN Retail AssociationJeff Zahn
 
Seven Strategic Questions - Colin Shaw
Seven Strategic Questions - Colin ShawSeven Strategic Questions - Colin Shaw
Seven Strategic Questions - Colin ShawBeyond Philosophy
 
Attitudinal re-orientation tool for Customer Satisfaction
Attitudinal re-orientation tool for Customer SatisfactionAttitudinal re-orientation tool for Customer Satisfaction
Attitudinal re-orientation tool for Customer SatisfactionShefiu Olabanjo
 
Success of the future with the customers
Success of the future with the customersSuccess of the future with the customers
Success of the future with the customersKrisztina Varsányi
 
Alistaire croll lean analytics - montreal lean startup circle - september 2018
Alistaire croll lean analytics - montreal lean startup circle - september 2018Alistaire croll lean analytics - montreal lean startup circle - september 2018
Alistaire croll lean analytics - montreal lean startup circle - september 2018Lean Startup Circle Montreal
 
How to measure and communicate the value of ux roi
How to measure and communicate the value of ux roiHow to measure and communicate the value of ux roi
How to measure and communicate the value of ux roiVidhya Sriram, CCXP
 

Ähnlich wie Improvement Methodology (20)

Loan promotions twd
Loan promotions twdLoan promotions twd
Loan promotions twd
 
Understanding and maximizing business value
Understanding and maximizing business valueUnderstanding and maximizing business value
Understanding and maximizing business value
 
Charter School Association Myths and Science of Sustainability
Charter School Association Myths and Science of SustainabilityCharter School Association Myths and Science of Sustainability
Charter School Association Myths and Science of Sustainability
 
Ideas To Deals 3 19 09 V2
Ideas To Deals 3 19 09 V2Ideas To Deals 3 19 09 V2
Ideas To Deals 3 19 09 V2
 
Understanding and Maximizing Business Value
Understanding and Maximizing Business ValueUnderstanding and Maximizing Business Value
Understanding and Maximizing Business Value
 
A SPLICE Expert Perspectives Webcast: Customer Experience Beyond Surveys
A SPLICE Expert Perspectives Webcast: Customer Experience Beyond SurveysA SPLICE Expert Perspectives Webcast: Customer Experience Beyond Surveys
A SPLICE Expert Perspectives Webcast: Customer Experience Beyond Surveys
 
Fundraising Strategy - useful tools that really work IoF 2011
Fundraising Strategy - useful tools that really work IoF 2011Fundraising Strategy - useful tools that really work IoF 2011
Fundraising Strategy - useful tools that really work IoF 2011
 
Big Event 2011: Producers...
Big Event 2011: Producers...Big Event 2011: Producers...
Big Event 2011: Producers...
 
Changing Behaviours For Better Performance
Changing Behaviours For Better Performance Changing Behaviours For Better Performance
Changing Behaviours For Better Performance
 
Bringing Your Marketing Plan To Life
Bringing Your Marketing Plan To LifeBringing Your Marketing Plan To Life
Bringing Your Marketing Plan To Life
 
Revised-ch08-Negative Messages.ppt
Revised-ch08-Negative Messages.pptRevised-ch08-Negative Messages.ppt
Revised-ch08-Negative Messages.ppt
 
Aprpowerpoint
AprpowerpointAprpowerpoint
Aprpowerpoint
 
Ideas Lab 2017 Slides
Ideas Lab 2017 SlidesIdeas Lab 2017 Slides
Ideas Lab 2017 Slides
 
Customer Service New
Customer Service NewCustomer Service New
Customer Service New
 
Measure and Communicate ROI - Bruce Nustad, MN Retail Association
Measure and Communicate ROI - Bruce Nustad, MN Retail AssociationMeasure and Communicate ROI - Bruce Nustad, MN Retail Association
Measure and Communicate ROI - Bruce Nustad, MN Retail Association
 
Seven Strategic Questions - Colin Shaw
Seven Strategic Questions - Colin ShawSeven Strategic Questions - Colin Shaw
Seven Strategic Questions - Colin Shaw
 
Attitudinal re-orientation tool for Customer Satisfaction
Attitudinal re-orientation tool for Customer SatisfactionAttitudinal re-orientation tool for Customer Satisfaction
Attitudinal re-orientation tool for Customer Satisfaction
 
Success of the future with the customers
Success of the future with the customersSuccess of the future with the customers
Success of the future with the customers
 
Alistaire croll lean analytics - montreal lean startup circle - september 2018
Alistaire croll lean analytics - montreal lean startup circle - september 2018Alistaire croll lean analytics - montreal lean startup circle - september 2018
Alistaire croll lean analytics - montreal lean startup circle - september 2018
 
How to measure and communicate the value of ux roi
How to measure and communicate the value of ux roiHow to measure and communicate the value of ux roi
How to measure and communicate the value of ux roi
 

Kürzlich hochgeladen

VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service Jamshedpur
VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service JamshedpurVIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service Jamshedpur
VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service JamshedpurSuhani Kapoor
 
Monthly Social Media Update April 2024 pptx.pptx
Monthly Social Media Update April 2024 pptx.pptxMonthly Social Media Update April 2024 pptx.pptx
Monthly Social Media Update April 2024 pptx.pptxAndy Lambert
 
0183760ssssssssssssssssssssssssssss00101011 (27).pdf
0183760ssssssssssssssssssssssssssss00101011 (27).pdf0183760ssssssssssssssssssssssssssss00101011 (27).pdf
0183760ssssssssssssssssssssssssssss00101011 (27).pdfRenandantas16
 
GD Birla and his contribution in management
GD Birla and his contribution in managementGD Birla and his contribution in management
GD Birla and his contribution in managementchhavia330
 
Best Basmati Rice Manufacturers in India
Best Basmati Rice Manufacturers in IndiaBest Basmati Rice Manufacturers in India
Best Basmati Rice Manufacturers in IndiaShree Krishna Exports
 
7.pdf This presentation captures many uses and the significance of the number...
7.pdf This presentation captures many uses and the significance of the number...7.pdf This presentation captures many uses and the significance of the number...
7.pdf This presentation captures many uses and the significance of the number...Paul Menig
 
Call Girls in Gomti Nagar - 7388211116 - With room Service
Call Girls in Gomti Nagar - 7388211116 - With room ServiceCall Girls in Gomti Nagar - 7388211116 - With room Service
Call Girls in Gomti Nagar - 7388211116 - With room Servicediscovermytutordmt
 
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRLMONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRLSeo
 
A DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMANA DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMANIlamathiKannappan
 
Event mailer assignment progress report .pdf
Event mailer assignment progress report .pdfEvent mailer assignment progress report .pdf
Event mailer assignment progress report .pdftbatkhuu1
 
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service AvailableCall Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service AvailableDipal Arora
 
The Coffee Bean & Tea Leaf(CBTL), Business strategy case study
The Coffee Bean & Tea Leaf(CBTL), Business strategy case studyThe Coffee Bean & Tea Leaf(CBTL), Business strategy case study
The Coffee Bean & Tea Leaf(CBTL), Business strategy case studyEthan lee
 
Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023Neil Kimberley
 
Progress Report - Oracle Database Analyst Summit
Progress Report - Oracle Database Analyst SummitProgress Report - Oracle Database Analyst Summit
Progress Report - Oracle Database Analyst SummitHolger Mueller
 
Tech Startup Growth Hacking 101 - Basics on Growth Marketing
Tech Startup Growth Hacking 101 - Basics on Growth MarketingTech Startup Growth Hacking 101 - Basics on Growth Marketing
Tech Startup Growth Hacking 101 - Basics on Growth MarketingShawn Pang
 
VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒
VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒
VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒anilsa9823
 
Insurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usageInsurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usageMatteo Carbone
 
Call Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine ServiceCall Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine Serviceritikaroy0888
 
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...Dave Litwiller
 

Kürzlich hochgeladen (20)

VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service Jamshedpur
VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service JamshedpurVIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service Jamshedpur
VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service Jamshedpur
 
Monthly Social Media Update April 2024 pptx.pptx
Monthly Social Media Update April 2024 pptx.pptxMonthly Social Media Update April 2024 pptx.pptx
Monthly Social Media Update April 2024 pptx.pptx
 
0183760ssssssssssssssssssssssssssss00101011 (27).pdf
0183760ssssssssssssssssssssssssssss00101011 (27).pdf0183760ssssssssssssssssssssssssssss00101011 (27).pdf
0183760ssssssssssssssssssssssssssss00101011 (27).pdf
 
GD Birla and his contribution in management
GD Birla and his contribution in managementGD Birla and his contribution in management
GD Birla and his contribution in management
 
Best Basmati Rice Manufacturers in India
Best Basmati Rice Manufacturers in IndiaBest Basmati Rice Manufacturers in India
Best Basmati Rice Manufacturers in India
 
7.pdf This presentation captures many uses and the significance of the number...
7.pdf This presentation captures many uses and the significance of the number...7.pdf This presentation captures many uses and the significance of the number...
7.pdf This presentation captures many uses and the significance of the number...
 
Call Girls in Gomti Nagar - 7388211116 - With room Service
Call Girls in Gomti Nagar - 7388211116 - With room ServiceCall Girls in Gomti Nagar - 7388211116 - With room Service
Call Girls in Gomti Nagar - 7388211116 - With room Service
 
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRLMONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
 
A DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMANA DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMAN
 
Event mailer assignment progress report .pdf
Event mailer assignment progress report .pdfEvent mailer assignment progress report .pdf
Event mailer assignment progress report .pdf
 
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service AvailableCall Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
 
The Coffee Bean & Tea Leaf(CBTL), Business strategy case study
The Coffee Bean & Tea Leaf(CBTL), Business strategy case studyThe Coffee Bean & Tea Leaf(CBTL), Business strategy case study
The Coffee Bean & Tea Leaf(CBTL), Business strategy case study
 
Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023
 
Progress Report - Oracle Database Analyst Summit
Progress Report - Oracle Database Analyst SummitProgress Report - Oracle Database Analyst Summit
Progress Report - Oracle Database Analyst Summit
 
Tech Startup Growth Hacking 101 - Basics on Growth Marketing
Tech Startup Growth Hacking 101 - Basics on Growth MarketingTech Startup Growth Hacking 101 - Basics on Growth Marketing
Tech Startup Growth Hacking 101 - Basics on Growth Marketing
 
Forklift Operations: Safety through Cartoons
Forklift Operations: Safety through CartoonsForklift Operations: Safety through Cartoons
Forklift Operations: Safety through Cartoons
 
VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒
VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒
VIP Call Girls In Saharaganj ( Lucknow ) 🔝 8923113531 🔝 Cash Payment (COD) 👒
 
Insurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usageInsurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usage
 
Call Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine ServiceCall Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine Service
 
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
 

Improvement Methodology

  • 1. Copyright 2008 Evenbetteryet, llc All rights reserved .
  • 2. “ ” Steady success is good, but it can foster serious weaknesses. Complacency sets in, customer focus declines, creative ideas dry up and before you know it, you are in trouble. Fujio Cho Chairman, Toyota Motor Company Speaking in Traverse City, MI August 4, 2004
  • 3. Economics of Customer Loyalty Year 1 2 3 4 5 6 Copyright 2008 Evenbetteryet, llc All rights reserved.
  • 4.
  • 5. This is all about retaining profitable policyholders and earning unsolicited profitable referrals of family, friends and colleagues. “ ”
  • 6.
  • 7.
  • 8. Growth for growth’s sake… … Means Everything Grows Exponentially Promoters/Activities Customers Would Pay For Indifference/Incidentals Detractors/Non-incidental Activities Customers Would Not Pay For (waste)
  • 9. Customer And Employee Promoters/Activities Customers Would Pay For Indifferent Customers and Employees Detractors/Non-incidental Activities Customers Would Not Pay For (waste) Profitable Growth = ‘Stickier’ Sales Using Fewer Resources
  • 10. HOW?
  • 11.
  • 12.
  • 13.
  • 14. Year 1. Learning and Applying Key Concepts Year 2. Continuous Improvement/ Internal Innovation, ‘Pure’ Organic Growth ‘ External’ Innovation/Non-Organic (yet profitable) Growth Organic and Non Organic Profitable Growth Timeline and Methodology
  • 15. End

Hinweis der Redaktion

  1. Introduce self.