1. Janet LeBlanc Director, Canada Post

2. Price Performance Profile

3. Value Map

4. Value Scorecard

5. Head-to-Head Comparisons (Average)

6. Conduct Baseline Study Business Process Improvement On-going
Identify
Value
Drivers
Measure
Value Creation
After
Transaction
Develop Action
Plans
Measure
Market
Perception
feedback
Conduct
Baseline
Study
Business
Process
Improvement
On-going
Transactional
Surveys
On-going
Market
Surveys

7. The Value Proposition Deployment Process
Plan/Do/Check/Act
Define/
Refine
Value
Proposition
Build
Commitment To
Value
Proposition
Process &
Organization
Gap
Analysis
Changes
To Deliver
Value
Proposition
Internal
Tracking
&
Measurement
Tracking
Market
Impact
The Value Proposition Deployment Process
Plan/Do/Check/Act
Internal
Management/
Staff
Group of
Companies

8. Customer Value Yields Big Dividends
Wireless Telecom Company
Heavy Equipment Dealership
Underground Mining Equipment Manufacturer / Distributor
International Health and Leisure Firm
Reclaimed more than $8mm in lost sales
30% improvement in on-time deliveries
Improved margins on equipment repairs from 11% to 28%
Doubled sales revenue – from $250M to $500M+
Tripled market share in a strategically important market: 4% - 12%
Increased employees from 600 to 1000+
Achieved record profitability last year
Doubled profits in a single year
Moved from being a market “nicher” to the market leader
50% reduction in customer churn
Improved equipment delivery time from 10 days to 2 days
Total estimated bottom line contribution = $4.5M
Source: Adapted from Customer Satisfaction in Practice by the American Productivity & Quality Center, 1998

9. Retention Acquisition Positive Turnover Employee Value
The Right Workforce”
MODELING EMPLOYEE VALUE
Retention
Acquisition
Positive Turnover
Employee Value
Relative Compensation
Relative Job Quality
Base Salary
Pay Equity
Bonus
Benefits
Manager Quality
Brand Equity
Work Life Balance

10. The “Value” of Customer Value
Strengthen value propositions – value is the basis for customer decisions
Identify responses with the greatest impact on customers’ future purchase behaviour
Hone in on winning client strategies
Discipline and focus—across all functions
Dramatic impacts and performance gains
The key to attracting, satisfying, and retaining customers.

11. November, 2003