I finally got it all together in one place

On January 13, 2016, in Critical Success Factors, by George Loyer

For the past few weeks we’ve looked at the Critical Success Factors of a telecommunication company that successfully transformed their operations to focus on the customer.  They knew they had to change.  But, as opposed to just starting the change process, they started by defining their Critical Success Factors.  The Critical Success Factors kept them focused on the key things that truly spelled success for them.

Up to now we looked at their Critical Success Factors individually.  Here they are all in one place.  Look at them and see why developing Critical Success Factors is the way to start when faced with comprehensive, sweeping change.

  1. We must have systems and processes that are easy to use and provide complete and correct information when we need it.
  2. We must be the best people in our industry through how we hire, coach, train, develop, and reward all our people.
  3. We must assure optimal availability of customer options and integrated support system capabilities.
  4. We must have results and measurement systems locked to our mission that drive customer satisfaction and financial success.
  5. We must know our customers.
  6. We must uniformly meet or exceed our customer’s expectations
  7. In order to provide World Class Service, our mind set should focus on opportunities, not problems.
  8. We need to show our customers that all employees of our organization are a team, working together to provide World Class Service.
  9. We need to make an obsession of measuring the way:
  • We serve our customers
  • We manage our employees.

10.  We need to make all our systems serve the customers.
11.   If we are going to be perceived as providing World Class Service to our customers,
we need to provide World Class Service to our internal contacts.

12.  We need to make the first line supervisor the critical link.

This wraps up our look at Critical Success Factors.

Tip of the series:  If you need to change more than a light bulb, start by developing your own set of Critical Success Factors!




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