Improve Customer Focus, Commercial Acumen and Cost Efficiency in your Service Delivery and Outcomes with C3CA
Pressure from all directions . . . .
The post-recession environment that UK service providers find themselves in now is radically different from the conditions in which many professionals learned their management skills.
The pressure is on to think differently, and act quickly & decisively to cut costs without detrimentally affecting service delivery and outcomes. Three critical ‘levers’ that enable success are:
- Customer Focus – placing the customer’s needs at the heart of service planning to deliver beneficial outcomes for both the provider and the recipient of the service at reasonable cost
- Commercial Acumen – becoming more business-like in the way that goods & services are contracted, and partners & channels are managed. Empowering managers to “act as if it’s their own money they’re spending”, and to know when and how to say “no”
- Cost Efficiency – improving and joining up processes to cut out waste and duplication (lean thinking); making best use of new technology to cut the cost of service interactions (channel shift); looking for ways to reduce service interdependency and complexity (simplification); and deciding more clearly exactly what services to offer and what can be outsourced or better delivered elsewhere (prioritisation)
The big questions
These levers are not new, but they are effective agents of change. The current economic and budgetary environment gives the “burning platform” by which such changes are being forced through. Given that many organisations have already been through and developed successful approaches to deploying these levers, some critical questions arise:
- I know we’ve got to do things differently and deliver “more for less”: how can I deliver “BETTER for less”?
- How do we avoid ‘reinventing the wheel’ to address these issues?
- How can we learn from the experiences of other organisations and sectors?
- How do we know what ‘good’ and ‘best’ practice looks like, and what’s the gap versus where we are now?
- How do we join up these interconnected issues so that improvements can be made on all fronts, not just one?
- Where is the best place to start? What are the practical first steps?
C3CA Capability Assessment
WCL’s Capability Assessment of these “three-C” levers (C3CA for short) will specifically address these issues to answer your big questions.
The C3CA model, illustrated here, is a proven ‘business system’ that breaks down the capabilities of any organisation into the hundreds of good practices that need to be in place to improve service delivery and outcomes for customers and citizens.
C3CA works by delivering a formal, evidence based, quantified capability review of your organisation conducted by experts:
- It scores and benchmarks your customer operations and governance against good and best practice
- Gaps-to-benchmark are clearly pinpointed, with the underlying issues identified
- Practical recommendations are made for swift and thorough improvements to be made
The benchmarking is underpinned by The Customer Framework Benchmark Database, which includes the world-leading CMATTM database. This has been built up over thirteen years of assessing over 900 organisations from all sectors across the world.
How does it work?
C3CA can be deployed in six weeks (or less).
This means that your senior team can be quickly aligned around what needs to be done, and your people can be mobilised and motivated to perform better in their Customer Focus, Commercial Acumen and Cost Efficiency practices.
What a recent client said:
"Thank you ! It is amazing that you have captured the essence of our organisation in such a short timeframe. The report is excellent and the feedback really good, we look forward to further discussion around the content and implications going forward".
Please click here for a PDF version of this paper.
For more information and a presentation of how it works and what the deliverables look like, please contact Peter Lavers.
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