OE21 Step 5 Customer Excellence

 

Prequisites for Step 5:

• Successful completion of OE21 Courses 1 and 2

• Completion of Step 4

• Payment of OE21 License Fee

• Optional Consulting/Coaching paid hourly on as-needed basis 

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INTENDED PARTICIPANTS:

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

• Human Resource Managers and CHROs

• 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)

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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)

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A - iMPLEMENT OE21 MODELS AND TOOLS - including the following:

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• 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

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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

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About Downloads: After payment of OE21 License fee you receive access to protected downloads page. 

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C - Implement OE21 Toolkits and Baldrige-aligned Standards

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Step 5 Implementation Certificate - Once you complete the implementaion  described above, you receive a OE21 Management Analyst Implementation Certificate for Customer Excellence  

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Next Step: Proceed to Step 6.

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Figure 5-1 below presents an example Trend Chart for Customer Excellence Results.