
Course Step 5 Customer Excellence



OE21 Step 5 Customer Excellence
Prequisites for Step 5:
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Successful completion of OE21 Courses 1 and 2
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Completion of Step 4
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Payment of OE21 License Fee
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Optional Consulting/Coaching paid hourly on as-needed basis
INTENDED PARTICIPANTS:
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Organization Leaders and Managers (business, nonprofits, government organizations)
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Human Resource Managers and CHROs
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Organizations who wish to participate in preparing for Baldrige Award Programs
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Managers employed in business, nonprofit or government organizations
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Internal Consultants employed in business, nonprofit or government organizations
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Individuals seeking to become Management Analysts with a specialty in Organization Excellence
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Military active or veterans seeking to become Management Analysts (Organization Excellence)
LEARNING OBJECTIVES OR OUTCOMES
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Understand the process used by a professional management analyst to guide organization leaders and managers through implementing the OE21 Customer Excellence Processes:
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Understand the purpose of 3.1a Customer Listening
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Understand the purpose of 3.1b Customer Segments and Offerings
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Understand the purpose of 3.2a Customer Experience
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Understand the purpose of 3.2b Customer Satisfaction and Engagement
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Understand the purpose of 3.2c Voice of Customer and Market Data
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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)
A - iMPLEMENT OE21 MODELS AND TOOLS - including the following:
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3.1a Customer Listening
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3.1b Customer Segments and Offerings
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3.2a Customer Experience
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3.2b Customer Satisfaction and Engagement
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3.2c Voice of Customer and Market Data
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7.3 Customer Excellence Results
B - Downloads (from this site) OE21 Toolkits for 3.1a, 3.1b, 3.2a, 3.2b, 3.2c and 7.3, including:
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3.1a Customer Listening (.xlsx model) with survey data
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3.1b Customer Segments and Offering (.xlsx model) with supporting documents
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3.2a Customer Experience (.xlsx model) with survey data
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3.2b Customer Satisfaction and Engagement (.xlsx model) with survey data
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3.2c Voice of Customer and Market Data (.xlsx model) with survey data
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7.3 Customer Excellence Results (.xlsx model) with survey data and supporting documents
About Downloads: After payment of OE21 License fee you receive access to protected downloads page.
C - Implement OE21 Toolkits and Baldrige-aligned Standards
Step 5 Implementation Certificate - Once you complete the implementaion described above, you receive a OE21 Management Analyst Implementation Certificate for Customer Excellence
Next Step: Proceed to Step 6.
Figure 5-1 below presents an example Trend Chart for Customer Excellence Results.

Figure 5-1 Example OE21 Trend Chart for Customer Excellence Results.