Experiencing World Class Service Excellence
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improvement and own and deliver the outcomes.
Processes are fundamental because in the same way that they can promote alignment they can also engineer in misalignment and higher operational costs. The switched-on companies made a point of backward engineering from an understanding of their customer’s requirements into the organisation (as shown in the ‘Customer Pull’ feedback loops in the earlier ‘Line of Sight’ diagram) – and keeping it simple.
One tends to think of processes as having a manufacturing or production connotation. However, many of the tools used by companies in the management of staff such as internal communications had the same structured and focused rigour.
Product Variables
Functional value and competitiveness of core products remain a fundamental.
No overt evidence of overall premium pricing – although this may have varied for
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