Transformation Process

Engineering Implementation

SPCI’s Proven 7-Step Method for Achieving Breakthrough Value

Achieving Breakthrough Value requires careful planning and choices based on a comprehensive understanding of our client's current areas of strengths and opportunities for improvement. Several aspects of the SPC Management System™ may already be in place so every implementation is unique to each client. However, each transformation effort typically involves the following 7 steps:

Step 1 – Signing Up Leaders Around the Vision and Strategy:
The first step introduces the key elements that must be in place to ensure success. This includes executive learning around some of the fundamental principles associated with Achieving Breakthrough Value. We conduct a comprehensive organization ‘readiness assessment’ to determine how great the challenge to implementation will be, and go on to building the Strategic Value Vision and the Business Case for Change. The Business Case for Change identifies the financial targets and measurable changes in customer behaviors that will represent key baselines for determining incremental improvement that justify the investment in the Achieving Breakthrough Value implementation. This step also addresses the need to ensure that the right leaders are in the right roles, and that the vision, mission and values of the organization are deeply held by the management team.

Step 2 - Understanding the Current Customer, Partner and Employee Experience:
In parallel to step 1, we apply research methods to understand the current customer and employee experience, including learning about the unconscious, emotional needs of customers as well as more traditional customer loyalty driver analysis. We also map the current and employee experience and identify the drivers of employee satisfaction and retention. Based on these findings, we define the employee value proposition and how to assess talent to ensure target employees are a good fit to deliver the Brand Promise being made to customers.

Step 3 - Designing Breakthrough Value for Employees, Customers and Partners:
From service concept to service delivery, this involves the design of a customer experience that creates unbeatable competitive advantage. Seventeen strategies for designing a world class customer experience are used as well as a 10-step process for the design and testing of the new customer and employee experience.

Step 4 – Engaging Managers, Employees, Suppliers and Partners:
This step addresses the need to engage managers and employees in the change effort and communication of the vision and strategy to the front line of the organization. It includes the critical steps necessary to enroll managers and employees in the Burning Platform for Change with specific examples and tools. It also addresses the issue of suppliers and partners with examples of how best practice companies harness the power of the entire business system to deliver unbeatable value to customers. Key tools such as Leadership Development Programs, Learning Maps and Communications strategies are used.

Step 5 - Building Capability in People, Processes and Measurement Systems:
Step five follows the process from how the right employees are recruited, through to how they trained, rewarded, supported, provided latitude within limits resulting in enthusiastic customers and new employee referrals. It also describes how these firms build process capability to support employees serving customers. It begins with how they choose what processes to streamline, eliminate or outsource and focuses on how they apply process reengineering to core processes that are key to customer and employee success. Finally, it provides examples of state of the art customer and employee measurement systems.

Step 6 - Designing the Management System:
The Service Profit Chain Management System™ represents the operating model for how companies manage their business using the Service Profit Chain Principles. Activities include:

•  Building the Business Scorecard
•  Developing the Management Process
•  Visual Management
•  Communications
•  Manager Coaching
•  Employee Training
•  Performance Management
•  Process Improvement
•  Conducting Operational Reviews

Step 7 – Engineering Implementation:
This final step entails what is required to support successful implementation. It details a multi-generational plan, time-phasing each key element and matching implementation to the talent assessment process. This step will also includes learning from how best practice companies have managed to ‘cement the gains’ as a result of carefully engineering implementation and working hard at turning new management behaviors into new management habits.

Click here to read examples of companies that have achieved breakthrough value with The Service Profit Chain Institute.