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Course 5 Customer Excellence   

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OE21 Course 5 Customer Excellence

Availability: May 1, 2023 - Live Instructor Online Sessions

INTENDED LEARNERS:

  • Organization Leaders and Managers (business, nonprofits, government organizations)

  • Organizations who wish to participate in preparing for Baldrige Award Programs

  • Managers employed in business, nonprofit or government organizations

  • Internal Consultants employed in business, nonprofit or government organizations

  • Individuals seeking to become Management Analysts with a specialty in Organization Excellence

  • Military active or veterans seeking to become Management Analysts (Organization Excellence)

LEARNING OBJECTIVES OR OUTCOMES

  • Understand the process used by a professional management analyst to guide organization leaders and managers through implementing the OE21 Customer Excellence Processes:

  • Understand the purpose of 3.1a Customer Listening

  • Understand the purpose of 3.1b Customer Segments and Offerings

  • Understand the purpose of 3.2a Customer Experience 

  • Understand the purpose of 3.2b Customer Satisfaction and Engagement

  • Understand the purpose of 3.2c Voice of Customer and Market Data

  • Understand how OE21 Processes 3.1a, 3.1b, 3.2a, 3.2b and 3.2c contribute to improvement of 7.3 Customer Service Results (defined in Baldrige Excellence Framework item 7.3)

PREQUISITES for Course 5

  • Successful completion of OE21 Course 4 

  • Payment of OE21 Course 5 Fee (see OE21 Pricing page)

CURRICULUM (Sequence: Online Lectures, Downloads, Toolkits Practice, Quiz)

A - Attend OE21 Course 5 Online Lectures - After meeting Prerequisites for Course 5 you receive schedules for the following OE21 Course 5 Lectures:

  • 3.1a Customer Listening

  • 3.1b Customer Segments and Offerings

  • 3.2a Customer Experience

  • 3.2b Customer Satisfaction and Engagement

  • 3.2c Voice of Customer and Market Data

  • 7.3 Customer Excellence Results

About OE21 Course 5 Online Lecture Schedules - Customer Excellence lectures (45 minutes) are scheduled Thursday at 10AM and repeated at 2PM USA Eastern Standard Time. All lectures for this course are scheduled to start the first week of the month and completed by the last week of the Month. In other words, you should finish Customer Excellence training in one month. IF you miss a lecture, you should attend the lecture on the following month.   

B - Downloads (from this site) OE21 Toolkits for 3.1a, 3.1b, 3.2a, 3.2b, 3.2c and 7.3, including:

  • 3.1a Customer Listening (.xlsx model) with survey data

  • 3.1b Customer Segments and Offering (.xlsx model) with supporting documents

  • 3.2a Customer Experience (.xlsx model) with survey data

  • 3.2b Customer Satisfaction and Engagement (.xlsx model) with survey data

  • 3.2c Voice of Customer and Market Data (.xlsx model) with survey data

  • 7.3 Customer Excellence Results (.xlsx model) with survey data and supporting documents

About Downloads: After payment of Course fee you receive access to protected course downloads page. 

C - Practice input of changes to data into OE21 Toolkits; observe Analysis changes

  • Practice changing data and observing results in downloaded models listed above

D - Online Quizzes: A quiz is administered after each Course Lecture and after students practice exercise inputs of changes to data within the Downloaded OE21 Toolkits. Individual Quizzes must be passed for Lectures 3.1a, 3.1b, 3.2a, 3.2b, 3.2c and 7.3, including what was learned from toolkit practice exercises.  

 

Course 5 Training Certificate - Once you complete Curriculum item A, B, C, and D described above, you receive a OE21 Management Analyst Training Certificate for Customer Excellence  

Next Step: After completing Curriculum Items A, B, C and D. you may proceed to Course 6.

Figure 3-1 below presents an example Trend Chart for Customer Excellence Results.

Trend Chart 3.1.PNG

Figure 3-1 Example OE21 Trend Chart for Customer Excellence Results. 

AFTER COURSE 5 - PROCEED TO COURSE 6

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