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Results for: 1.1.2 Survey market and determine customer needs and wants 
- The Role of Benchmarking in Client Engagements (Slides)
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Benchmarking is a powerful tool for consulting and professional services firms.
Type: Presentations Topics: Benchmarking, Business Excellence, Project Management, Organization and Management Processes: 1.1.2.2 Capture and assess customer needs, 1.1 Define the business concept and long-term vision, 1.1.2 Survey market and determine customer needs and wants, 12.2.3.3 Measure performance against benchmarks, 12.2 Benchmark performance, 12.2.3 Conduct process benchmarking, 12.2.4.2 Establish benchmarks, 12.2.4 Conduct competitive benchmarking, 12.2.4.3 Measure performance against benchmarks, 12.2.5 Conduct gap analysis to understand need for change and degree needed, 12.0 Manage Knowledge, Improvement, and Change, 4.1.2.2 Collaborate with customers, 4.1 Plan for and acquire necessary resources (Supply Chain Planning), 4.1.2 Manage demand for products and services, 4.4.3 Provide service to specific customers, 4.0 Deliver Products and Services, 4.4 Deliver service to customer Industry: Consulting/Consultants, Professional Services/Business Services- Relevance: 64%
- Member Price: FREE
- The Role of Benchmarking in Client Engagements
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Benchmarking is a powerful tool for consulting and professional services firms.
Type: Presentations Topics: Benchmarking, Business Excellence, Project Management, Organization and Management Processes: 1.1.2.2 Capture and assess customer needs, 1.1 Define the business concept and long-term vision, 1.1.2 Survey market and determine customer needs and wants, 12.2.3.3 Measure performance against benchmarks, 12.2 Benchmark performance, 12.2.3 Conduct process benchmarking, 12.2.4.2 Establish benchmarks, 12.2.4 Conduct competitive benchmarking, 12.2.4.3 Measure performance against benchmarks, 12.2.5 Conduct gap analysis to understand need for change and degree needed, 12.0 Manage Knowledge, Improvement, and Change, 4.1.2.2 Collaborate with customers, 4.1 Plan for and acquire necessary resources (Supply Chain Planning), 4.1.2 Manage demand for products and services, 4.4.3 Provide service to specific customers, 4.0 Deliver Products and Services, 4.4 Deliver service to customer Industry: Consulting/Consultants, Professional Services/Business Services- Relevance: 64%
- Member Price: FREE
- Work with Customers to Identify and Edge Out Competitors
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Many organizations think they know who their competitors are, but their customers might have a very different perspective.
Type: Best Practices and Business Drivers Topics: Customer Feedback, Customer-focused Processes and Functions, Customer Relationship Management, Competitive Intelligence, Organization and Management Processes: 1.1.1.1 Analyze and evaluate competition, 1.1 Define the business concept and long-term vision, 1.1.1 Assess the external environment, 1.1.2.2 Capture and assess customer needs, 1.1.2 Survey market and determine customer needs and wants, 12.2.4 Conduct competitive benchmarking, 12.0 Manage Knowledge, Improvement, and Change, 12.2 Benchmark performance, 5.1.1.2 Analyze feedback of customer needs, 5.1 Develop customer care/customer service strategy, 5.1.1 Develop customer service segmentation/prioritization (e.g., tiers) Industry: Consumer Products/Packaged Goods, Electronics, Financial Services/Banking, Medical Equipment, Printing & Publishing- Relevance: 63%
- Member Price: FREE
- Capitalizing on Complexity: Insights from the 2010 IBM Global CEO Study
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In a world fraught with uncertainty, what are today’s CEOs doing to strengthen their situations against competitors? Peter J.
Type: Presentations Topics: Strategic Planning, Organization and Management, Competitive Intelligence, Change Management, Growth Processes: 1.1.1 Assess the external environment, 1.0 Develop Vision and Strategy, 1.1 Define the business concept and long-term vision, 1.1.1.1 Analyze and evaluate competition, 1.1.1.2 Identify economic trends, 1.1.2 Survey market and determine customer needs and wants, 1.1.4 Establish strategic vision- Relevance: 50%
- Member Price: FREE
- Identify Your Customers to Align Benchmarking Efforts
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The first question to ask when determining the course of benchmarking activities is: Who are our customers?
Type: Presentations Topics: Benchmarking, Business Excellence, Customer-focused Processes and Functions, Strategic Planning, Organization and Management, Process Improvement, Process Processes: 1.1.2 Survey market and determine customer needs and wants, 1.0 Develop Vision and Strategy, 1.1 Define the business concept and long-term vision, 1.1.2.2 Capture and assess customer needs, 1.2 Develop business strategy, 12.1 Create and manage organizational performance strategy, 12.0 Manage Knowledge, Improvement, and Change, 12.2 Benchmark performance- Relevance: 40%
- Member Price: FREE
- A Useable Past: Learning from History
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In this article, Gary Hoover describes the importance of understanding business history and how such historical knowledge can stimilate ideas and insights for enterprises.
Type: Articles and White Papers Topics: Knowledge Management (KM), Knowledge and Information Management, Strategic Planning, Organization and Management Processes: 1.1.1 Assess the external environment, 1.0 Develop Vision and Strategy, 1.1 Define the business concept and long-term vision, 1.1.2 Survey market and determine customer needs and wants, 1.1.4 Establish strategic vision- Relevance: 38%
- Member Price: FREE
- How Leading Organizations Define Innovation
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To excel in innovation, organizations must be able to define it. This sampling of definitions from best-practice organizations demonstrate how leaders in innovation understand and integrate it into their businesses.
Type: Articles and White Papers Topics: Product and Service Innovation, Innovation, Operational and Process Innovation Processes: 1.1.2 Survey market and determine customer needs and wants, 1.0 Develop Vision and Strategy, 1.1 Define the business concept and long-term vision, 2.1.3.1 Identify new technologies, 2.1 Manage product and service portfolio, 2.1.3 Perform discovery research, 2.1.3.2 Develop new technologies Industry: Aerospace, Consumer Products/Packaged Goods, Healthcare, Medical Equipment, Soaps/Detergents/Perfumes, Telecommunication- Relevance: 38%
- Member Price: FREE
- Measure Objective, Fact-based Activities
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Chris Gardner, director of performance improvement at APQC, discusses why customer opinion is so important and why managers cannot measure and manage according to it.
Type: Presentations Topics: Customer Feedback, Customer-focused Processes and Functions, Customer Value Analysis, Performance Measurement, Business Excellence, Measurement, Process Management, Process Processes: 1.1.2 Survey market and determine customer needs and wants, 1.0 Develop Vision and Strategy, 1.1 Define the business concept and long-term vision, 12.1 Create and manage organizational performance strategy, 12.0 Manage Knowledge, Improvement, and Change, 12.1.1 Create enterprise measurement systems model, 5.1 Develop customer care/customer service strategy, 5.0 Manage Customer Service- Relevance: 37%
- Member Price: FREE
- Measuring Quality Based on Customer Requirements
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Chris Gardner, director of performance improvement at APQC, describes how quality can be measured and how customer requirements should be incorporated into management decisions.
Type: Presentations Topics: Customer Feedback, Customer-focused Processes and Functions, Customer Satisfaction, Customer Value Analysis, Quality Measurement, Business Excellence, Measurement Processes: 1.1.2 Survey market and determine customer needs and wants, 1.0 Develop Vision and Strategy, 1.1 Define the business concept and long-term vision, 12.1 Create and manage organizational performance strategy, 12.0 Manage Knowledge, Improvement, and Change, 5.1.1 Develop customer service segmentation/prioritization (e.g., tiers), 5.0 Manage Customer Service, 5.1 Develop customer care/customer service strategy- Relevance: 37%
- Member Price: FREE
- Customer Requirements Define Quality
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Chris Gardner, director of performance improvement at APQC, explains why organizations should base measures of quality on what customers value.
Type: Presentations Topics: Customer Feedback, Customer-focused Processes and Functions, Customer Satisfaction, Customer Value Analysis, Service Quality, Measurement, Business Excellence, Quality Measurement Processes: 1.1.2 Survey market and determine customer needs and wants, 1.0 Develop Vision and Strategy, 1.1 Define the business concept and long-term vision, 12.1 Create and manage organizational performance strategy, 12.0 Manage Knowledge, Improvement, and Change, 12.1.1 Create enterprise measurement systems model, 5.1.1 Develop customer service segmentation/prioritization (e.g., tiers), 5.0 Manage Customer Service, 5.1 Develop customer care/customer service strategy- Relevance: 37%
- Member Price: FREE
