1、JanetLeBlancDirector,CanadaPost,PricePerformanceProfile,ValueMap,ValueScorecard,Head-to-HeadComparisons(Average),,,,,IdentifyValueDrivers,MeasureValueCreationAfterTransaction,BusinessProcessImprovement,ConductBaselineStudy,On-goingTransactionalSurveys,,DevelopActionPlans,,MeasureMarketPerception,On-
2、goingMarketSurveys,,,TheValuePropositionDeploymentProcess,Define/RefineValueProposition,BuildCommitmentToValueProposition,Process&OrganizationGapAnalysis,ChangesToDeliverValueProposition,InternalTracking&Measurement,TrackingMarketImpact,,,,,,Plan/Do/Check/Act,Plan/Do/Check/Act,CustomerValueYieldsBig
3、Dividends,DoubledprofitsinasingleyearMovedfrombeingamarket“nicher”tothemarketleader,WirelessTelecomCompany,HeavyEquipmentDealership,UndergroundMiningEquipmentManufacturer/Distributor,InternationalHealthandLeisureFirm,50%reductionincustomerchurnImprovedequipmentdeliverytimefrom10daysto2daysTotalestim
4、atedbottomlinecontribution=$4.5M,Doubledsalesrevenue–from$250Mto$500M+Tripledmarketshareinastrategicallyimportantmarket:4%-12%Increasedemployeesfrom600to1000+Achievedrecordprofitabilitylastyear,Reclaimedmorethan$8mminlostsales30%improvementinon-timedeliveriesImprovedmarginsonequipmentrepairsfrom11%t
5、o28%,,,,Source:AdaptedfromCustomerSatisfactioninPracticebytheAmericanProductivity&QualityCenter,1998,MODELINGEMPLOYEEVALUE,,,,,,TheRightWorkforce”,PositiveTurnover,Acquisition,Retention,EmployeeValue,RelativeCompensation,RelativeJobQuality,BaseSalary,WorkLifeBalance,BrandEquity,ManagerQuality,Benefi
6、ts,Bonus,PayEquity,,,,,,,,,,,,,,,,,The“Value”ofCustomerValue,Strengthenvaluepropositions–valueisthebasisforcustomerdecisionsIdentifyresponseswiththegreatestimpactoncustomers’futurepurchasebehaviourHoneinonwinningclientstrategiesDisciplineandfocus—acrossallfunctionsDramaticimpactsandperformancegains,Thekeytoattracting,satisfying,andretainingcustomers.,November,2003,
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