2. Sessie 1
ken ik mijn klanten écht?
Sessie 2
hoe ervaren mijn klanten mijn huidig dienstenaanbod?
Sessie 3
Nieuwe en verbeterde diensten ontwerpen
Sessie 4
pas je processen en systemen aan om je uniek
dienstenaanbod waar te maken
Sessie 5
genereer inkomen met je nieuwe dienst
5. Designing and overhauling
systems and processes
Understanding the
reality of people’s lives
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Facilitating inter- and crossdepartmental working
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Show instantly where issues arise for
Enable and deliver true customer
customers
focus and insight
Ensure systems are efficient, effective and
Define things from a customer
customer-focused
viewpoint (e.g. understand big
Understand transactions and deliver
lifestage changes)
solutions
Understand the differences between
people (needs, ability, ways
Take cost & complexity out
of doing things)
of the system
Bringing the
Use deep understanding to
Design customer
design policy, engagement
outside in
experiences
and communication
Thinking and
working to a
customer-focused
approach
Understand processes and
transactions that cut across more
than one function and/or department
Overcome silo thinking
Identify ‘baton-change’ moments
Provide a highly visual way of looking at
things, to help different functions
identify common ground
Find the best way of working together
Making decisions
• Make decisions on relative priorities
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between, for example, different
customer groups
Plan how to allocate resources –
people, infrastructure, budgets and
systems
34. ‘PLAY IT FORWARD’
TEAMS
7 tot 10 spelers per team
zo divers/ multidisciplinair mogelijk:
Verschillende disciplines, leeftijd, geslacht,
specialisaties, professionele achtergrond
35. Functies
• kapitein: Timekeeper & progress check
• verkoper: Elevator Pitch (Business owner)
• beheerder: maakt notities (Post-its)
36. Stage 1: bouw het business model
• Hou het ritme hoog
• 9* 10 minuten
• 1 regel
> DIRECT LINKS TO BENEFITS & COSTS
37. Stage 2: Ruimte voor discussie
• Kapitein faciliteert de discussie
> Verschil in perceptie door teamleden
• Zoek overeenstemming
• Kom tot een akkoord binnen het team
• Elevator Pitch voorbereiding
• 20 minuten
