changing CUSTOMER SERVICE paradigm

shift to OUTCOMES and evidence that results are being delivered

INFORMED ORGANIZATIONS others will be bypassed

FROM THE OLD WAY

TOWARDS A NEW ERA

      

In the mail Limited hours availability In our city/community This is what we have We know what you need Mass production Ill get a decision for you

e-mail as we speak 24/7 anywhere in the world what do you need, I will get it customer defines product/service customized for niche market Im empowered to make decision

FROM service driven

goals/objectives CEO evaluated on efficiency annual reporting of activities, services and budget popular program design performance measurement based in inputs, outputs, satisfaction plan, market, budget and hire for programs and services bottom line focus least expensive way of doing business somewhat isolationist/competitive

TOWARDS outcome driven

outcomes/ends are outcomes delivered (and efficiency) reporting on difference made by organization evidence-based best practice outcome/results based PM (as well as efficiency and satisfaction) plan, market, budget and hire on promise to deliver open to possibility that best way to achieve outcome may require additional resources alliances/partnerships (given similar outcomes)

WORKSTYLE SHIFTS

   

Responsive/rigid Dependency on authority Trained response/conformity Replication

adaptive/flexible independency/autonomy initiative/problem solving creativity

   

adverse to risk Beurocracy managed individuals departments/units

calculated risk taking democratic self-managed teams project teams