Powerpoint slide deck from Rob Kleier's presentation to HDIOC on March 9, 2011.

1. Rob Kleier
Director, Solutions Development
Customer
Quality Environment

2. 360◦ View

3. Customer Quality Environment

4. How are we going to get there?
• Strategic principles to consider in creating a quality customer experience
• Implementation Framework of a “Customer Quality Environment”:
– Directs the guiding principles of customer satisfaction
– Ensures the customer has a voice
– Develops alignment throughout the organization

5. Strategic Principles
• Develop Driving Principles:
– Client involvement
– Employ a “Fix it Once and Forever” mentality
– “NILL” - ensure Nothing Is Left to Linger
– Make data transparent internally and externally

6. Strategic Principles
• Develop Driving Principles:
– Communicate with clients succinctly and often
– Proactive detection and resolution of issues
– “EE” - Escalation Empowerment
Preemptive Strike - commonly refers to an attack made upon an enemy as a
precautionary response to an anticipated or impending war.
- Wikipedia

7. Implementation Framework
Understand the Envision & Architect Deliver the Right
Business Challenge the Solution Integrated Solution
Define what customer Form a client advocate Form the SMO project
service means “Steering Committee” group
Prioritize customer
Get buy-in from the top Get the word out
satisfaction milestones
Execute against
Develop a change
Define roles & milestones – “Customer
management approach
responsibilities Satisfaction is
(FIOF / NILL)
Collaborative”
Build an execution plan
Continually improve by
Develop a GAP analysis for each area of the
testing the environment
company
Assess approaches to
close gaps
Develop project plan
milestones

8. “Success is getting what you want.
Happiness is wanting what you get”
Dale Carnegie
The goal is to keep the clients you have!!

9. Thank
Thank you!!
You!