|
It is more likely that any changes to your business will be successful if you are able to base the changes on facts. An OPUS project begins by “discovering” the current reality. During the Discovery Phase we uncover the universe of good and bad experiences and opinions that your customers have regarding your company and their unfulfilled needs. This phase will ask searching questions covering your products, customer services, key processes and relationships. The output of a Discovery Phase produces a large amount of information which needs to be processed in a totally objective and professional manner. An experienced EBS-OPUS facilitator analyses the mass of comments and delivers a comprehensive statement of your customers needs.
The output from a Discovery Phase is presented to your OPUS Project Team. At this session we prepare for the next phase – Prioritisation. During this phase we ask a large sample of the customers to tell us what’s important to them and how well they believe you are satisfying them. The output from the Prioritisation Phase is clear – you now have:
- A ranking of customer needs from the most to the least important.
- A measure of your performance in delivering against these needs.
- A list of performance gaps
At this stage you have a very clear picture of exactly what problems your customers are experiencing. Now is the time to come up with workable solutions to these problems.
This phase we call the Harvest Ideas. With the data now available your key people can move to a common agenda and a shared action plan. The Harvest Ideas phase engages your people. Teams of employees, sometimes together with customers or others create a universe of ideas – dreaming, imagining, creating, farming. All this is aimed at - how can you solve the problems your customers experience in dealing with you? All the ideas are processed in a unique way to connect, combine, screen and select. The output of this phase is a number of solutions to the customers problems based on the ideas of your employees. All the ideas having been screened to ensure that they are both effective and acceptable.
The last phase is Realise Solutions. This phase delivers results by implementing the solutions. The key management activities are planning, mobilizing, enabling and motivating. Individuals and teams of employees carry through major change initiatives. Actions need to be monitored, reviewed and revised to keep your people focused on the key issues to maximize the impact of action.
And finally, when the performance gaps are closed we CELEBRATE success
|
