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Living Service Excellence World Class

Service Excellence November U.S. Tour 2001

Stimulation of the round

This tour has excellent credentials - it has been running annually for many years under the auspices of the Manchester Business School. It is a visit to the United Kingdom sister.

For us, the visit was part of a program of continuing professional development, a kind of experiential MBA - visiting world-class companies. It is interesting to note rightly and CEO of Federal Express in a video that we saw said that

"The most important thing to invest in, is you."

It was also the opportunity to spend time with a group of seniors from diverse backgrounds and include some business challenges they face. traveling companions were directors and executives of companies, including Sky, Argos, Legal & General, the country, Alliance & Leicester and Bristol Airport.

The main objective

The assumption is that the reputation of excellent service is the result of the way companies align their strategic directions, processes and key in the effective delivery of their supply to customers.

Experience Program

Elizabethtown Water Stew Leonard Monday

Tuesday FedEx Hub Ritz-Carlton night visit

FedEx Express Wednesday

USAA Sewell Village Cadillac Thursday Nordstrom

Southwest Airlines Friday

Making Sense of It All

The concept of "line of sight by a business has been chosen both to explore the experiences and contribute to the surface alignment of any gaps that might be (see below).

In true marketing method that the starting point must be with the client. Regarding the story, however, the flow is better starting with the context is important for two reasons. Firstly, to help understand how companies got where they are today. Second, because it has implications for the culture and style of leadership that we were likely to experience.

Business Model is used in place of Strategic Intent, as it has connotations more commercial. Just how these companies have their money because of their Ratings Service Excellence? What compromises have been there?

Located between the business model and customers, many companies have processes in product design and even in such a way that the staff is caught between a rock and a hard place because they intermediaries between the company and its customers - "Push Company '. How does the staff have been encouraged to behave?

Finally, what evidence there was an open and timely communications with customers? To what extent are companies listening to their customers? What were they doing this? What evidence was there the customer clearly affect what the company was doing? - "Customer Pull.

Inevitably, some visits have been more fruitful than others to make a contribution to the analysis and information should be taken at face value. quantitative performance data has been almost universally absent.

Visits

Stew Leonard

Format of Visit

• Tour the store to the introduction of section headings (cafe, bakery, fish, etc.)
• Classroom presentation by Stew Leonard's daughter
• time of day and a half
• Location: Yonkers, New York

Context

• Founded 1969
• A graduate of home delivery of milk
• all invested to fund its first store
• Mom & Pop store world-class city by Tom Peters
• Three stores now all family
• Big personality writ of Stew Leonard's large-scale enterprise
• In the Guinness Book of Records for sales per square foot

Business Model

• limited range of products - 1000 pieces only
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