Customer Centric Culture
Assessing your Culture
ICD provides specialist consultancy for organisations seeking to build a customer centric culture. We do this by assessing their current culture across a number of parameters. We can then design and deliver a programme of improvement or if preferred, support our clients to implement it. The programme is built to the particular requirements of your business and typically concentrates on the personal development or performance of staff and/or enhancing the HR framework and infrastructure.
Outline of Culture Change Programme
The ICD Partnership Ltd has designed a numberof tools and methods to support the delivery of an enterprise-wide change programme that puts the customer at the centre of the organisation. This programme covers all staff, at all levels, across departments to reach each individual in the organisation.
The success of the programme is built on a number of key factors, one being that the organisation owns the process. However, implementation of the programme requires guidance and direction from a change management team who understood its key components and that these are duly aligned to organisational requirements.
Components of the Programme:
- Guiding, directing customer requirements and research (internal and external)
- Job competence definition included in every job role
- Evolving the competencies into the existing HR framework.
- Training and development programmes to support ‘roll out'
- Establishing process enhancement tools for staff and reward systems to support
- Training and educating senior staff in the ownership of the process
- Working with Senior Executives to build in requirements of the business
- Producing key materials to support staff and managers in the change process
These are some of the areas involved. The role that ICD can play within a change management project includes the building of requirements, guiding the process, conducting a quality assurance role or implementing and supporting roll out.
Sustaining Your Customer Centric Capability
We strongly believe that any consultancy solution has to be sustainable and the basis of lasting change. We will work with you to adapt your HR framework to provide managers with the specific competences and performance indicators to manage staff and maintain their customer focus. We will also support the development of appropriate reward and recognition schemes to maintain momentum behind the right behaviours.