1. World Class Business Solutions
World Class Service
Strategy Tool

2. Topics Quality of Service as a Competitive Advantage
Perceptions - Symptoms in the local market
Step 0
Reality Check
Requirements for Service Quality Breakthrough Improvement
HPDC Journey
Objective
HPDC Value Added

3. Quality of Service as a Competitive Advantage
Actual markets now a days look beyond product physical caracteristics
Market niches look for significance and outstanding quality of service
Is cheaper to sell to a recurrent customer than to a new customer
Social network and internet technologies drop borders and make outstanding quality of service globaly visible in just a click

4. Topics Quality of Service as a Competitive Advantage
Perceptions - Symptoms in the local market
Step 0
Reality Check
Requirements for Service Quality Breakthrough Improvement
HPDC Journey
Objective
HPDC Value Added

5. Perceptions - Symptoms of quality level in the local market
Tender wrong mood or attitude while serving the customer?
Video
Paper work impacting lead times, cost?
Response time to deliver service 2-3 hours waiting for a doctor at hospital or 3 days to repair cable/internet issue?
False delivery time promises or not delivery at all

6. Topics Quality of Service as a Competitive Advantage
Perceptions - Symptoms in the local market
Step 0
Reality Check
Requirements for Service Quality Breakthrough Improvement
HPDC Journey
Objective
HPDC Value Added

7. Recognize the opportunity
Step 0
Recognize the opportunity

8. Topics Quality of Service as a Competitive Advantage
Perceptions - Symptoms in the local market
Step 0
Reality Check
Requirements for Service Quality Breakthrough Improvement
HPDC Journey
Objective
HPDC Value Added

9. Reality Check
All organizations are designed to get the results they actually achieve

10. Topics Quality of Service as a Competitive Advantage
Perceptions - Symptoms in the local market
Step 0
Reality Check
Requirements for Service Quality Breakthrough Improvement
HPDC Journey
Objective
HPDC Value Added

11. Requirements for Service Quality Breakthrough Improvement
Voice of the Customer
Vision – World Class?
Hard numbers
Design Elements
Strategy
Burning Platform
High Performance
Company Design

12. Topics Quality of Service as a Competitive Advantage
Perceptions - Symptoms in the local market
Step 0
Reality Check
Requirements for Service Quality Breakthrough Improvement
HPDC Journey
Objective
HPDC Value Added

13. HPCD Journey Define the Improvement SCOPE Define Business Unit Vision
Social
Internally
Competitive framework
Employee expectations
KPIs
Define current status
Social
Internally
Competitive framework
Employee expectations
KPIs
Review Actual Strategy Impact
Support current GAPs?
Analyze Cultural Behaviours
Causing actual results
Review and confirm in GEMBA

14. Design elements

15. HPCD Journey Define Business Unit Vision Prepare Improvement Roadmap
Social
Internally
Competitive framework
Employee expectations
KPIs
Prepare Improvement Roadmap
Adjust Current Strategy
Support current GAPs?
Predict Negative Impact
Given the changes planned
Improve your action plan
Validate right timing

16. Topics Quality of Service as a Competitive Advantage
Perceptions - Symptoms in the local market
Step 0
Reality Check
Requirements for Service Quality Breakthrough Improvement
HPDC Journey
Objective
HPDC Value Added

17. Objective
CUSTOMER

18. Topics Quality of Service as a Competitive Advantage
Perceptions - Symptoms in the local market
Step 0
Reality Check
Requirements for Service Quality Breakthrough Improvement
HPDC Journey
Objective
HPDC Value Added

19. HPCD Value Added
As part of Planning Cycle (strategic organization design)
Planning scope for 5 to 10 years and adjusted annually
It integrates the cultural behaviors required to change in order to get future vision and performance level
Organization improvement based on Organization Design Elements
Is adaptable to any company level/area

20. Contact
ΕΥΧΑΡΙΣΤΩ!

21. World Class Business Solutions
World Class Service
Strategy Tool