ce workshop operationalizing voc across the customer experience
TRANSCRIPT
MVS
OPERATIONALIZING VOC
TO ENSURE THE DELIVERY OF SUPERIOR VALUEACROSS THE ENTIRE CUSTOMER EXPERIENCE
Reginald W. Goeke, Ph.D.Market Value Solutions
mwww.MarketValueSolutions.com
2ndCustomer Experience
SummitMARCH 22, 2010
2MVS
Market Value Solutions MVS is a consulting group that focuses on the measurement and
management of customer value. Different from most consulting firms
MVS uses the VOC to quantify your firm’s current value propositions in your targeted markets
More than just a research firm Focus on the effective deployment of VOC to drive business
results Recognized thought leaders in customer value analysis and
management -- authors of : Dominating Markets with Value: Advances in Customer
Value Management – (2002) Value-Driven Channel Strategy: An Extension of Lean
Thinking (2005) Competing for Customers and Winning with Value (2006) Strategic Six Sigma for Champions (2006) Six Sigma Marketing: From Cutting Costs to Growing
Market Share (2009) Listening to the Voice of the Market (2009)
Subject matter experts in the area of Customer Value Management for the American Productivity and Quality Center the International Quality and Productivity Center the Institute for the Study of Business Markets the Maryland World Class Manufacturing Consortium
Companies That Have DeployedMarket Value Solutions
Strategically & Operationally
3
4MVS
A Little About You Name, company, responsibilities How do you define success of PI initiatives?
Defects? Costs? Revenues?
What drives your PI initiatives? VOB? VOC? VOM?
What do you most want to get out of this workshop?
5MVS
Topics We’ll Cover Today 3 Generations of Six Sigma
Defect reduction Cost cutting Value creation
Why Combine Six Sigma and Marketing Shifting from an Internal to an External Focus
Value as the unifying element The key components of Value-Driven Six Sigma
(and why we call it 6σM) Modified DMAIC of Six Sigma The 5 P’s of Marketing
Two Deployments: DuPont Performance Coatings Case New Holland
MVS 6
6s – Gen 1 Defect Reduction
Mid- ’80s
Motorola
Customer
Satisfaction
Defect reduction is a good thing!
MVS 7
6s – Gen 2 Cost cutting
Mid -90s GE Internal Focus
But are you cutting the right costs?
8MVS
6s – Gen 3 Shift from emphasis on cost cutting to revenue
generation and market share Requires a focus on value creation and delivery
Value from the perspective of targeted customer groups
Value from the perspective of channels of distribution Requires shifting from an internal focus to an
external focus This is the role and expertise of marketing
Requires: Modifying the DMAIC process of Six Sigma Adding PROCESS to the traditional 4 Ps of marketing
MVS 9
Decrease Defects/Cycle Times; 11%
Reduce Costs; 30%
Increase Customer Satis-faction; 20%
Increase Customer
Value; 14%
Increase Rev-enues/
Market Share; 6%
Change Culture; 19%
Q4. Which of the following is currently the single most important basis for defining the success of your company’s Process Excellence initiative? (N=835)
The Current State of Affairs
* Six Sigma IQ & MVS, 2010
MVS
Moreover….Q5. What is the primary source of information used to identify and prioritize your process improvement projects(N = 823)
Average Percent
Voice of the Business (VOB) 52%Voice of the Customer (VOC) 38%
Voice of the Market (VOM) 10%
* Six Sigma IQ & MVS, 2010
11MVS
Value-Driven Six Sigma(Six Sigma Marketing)
A fact-based, data-driven, disciplined approach to growing market share by providing targeted product/markets with superior value
Key elements: Customer value is the driving strategic metric Modified DMAIC Expands the traditional view of marketing to include
not only Pricing, Product, Promotion, and Distribution, but also Processes
Includes an emphasis on defect reduction, redefined as failure to provide satisfactory customer events across the entire customer experience
Why Value?
12
Value =
Product/ServiceOffering
ProductFeatures Product
Reliability
ProductDurability
CustomerService/Support
ProblemResolution
ProcessEffectiveness Service
Efficiency
• Worth it?• Justifiable price relative to product
performance• Delivering best value in the industry• Providing best productivity for the
money
Channel Partners(e.g., Dealers, Brokers)
Sales/ServiceSupportAccessible
Convenient
AccurateCompetitiveFair
CustomerLoyalty
Market ShareCustomer
AcquisitionCustomer Value
Quality PriceCorp. Image
Requires a shift in measurement from Voice of the Customer (VOC) to Voice of the Market (VOM)
MVS 13
Traditional DMAICDEFINE the project:
What is the problem and how does it relate to customers?
MEASURE the current situation: Where are we today?
ANALYZE to identify causes: What is causing the defects and variation?
IMPROVE by implementing solutions: What data-driven solutions will minimize the
variation?CONTROL:
How will the gains be maintained?
MVS 14
Modified DMAICDEFINE the targeted product/market:
What are your most important products/services and who are the customers that buy them?
MEASURE how that market segment defines value: What is the quality/price trade-off and what
are the CTQs?ANALYZE your competitive value proposition:
Where are your value performance gaps?IMPROVE value performance on key CTQs:
Which performance gaps can be leveraged? Which must be fixed?
CONTROL customer defect(ion)s: How does the market react to
improvements?
15MVS
Define Measure/Analysis Improve/Control
P/M FocusCompetitiv
eAnalysis
Opportunities Objectives Strategy Actions Budgets
Tools:
1. Market OpportunityAnalysis
2. P/M Matrix
Tools:
1. Market Value Model
2. Competitive Value Matrix
3. Customer Loyalty Matrix
4. Competitor Vulnerability Matrix
Tools:
1. Cause & Effect Matrix
2. Value Stream Mapping3. Touch point Monitoring
Systems
© 2009 Market Value Solutions
Six Sigma Marketing
16MVS
P/M FocusCompetitiv
eAnalysis
Opportunities Objectives Strategy Actions Budgets
Define Measure/Analysis Improve/Control
Tools:
1. Market OpportunityAnalysis
2. P/M Matrix
Tools:
1. Market Value Model
2. Competitive Value Matrix
3. Customer Loyalty Matrix
4. Competitor Vulnerability Matrix
Tools:
1. Cause & Effect Matrix
2. Value Stream Mapping3. Touch point Monitoring
Systems
© 2009 Market Value Solutions
Six Sigma Marketing
Market Opportunity Analysis
?
?Segment A
Segment ESegment D
Segment C
Segment B
Segment F
DEFINE the market segment that your project will focus on
MVS
Market
Product
Total
TotalSegment CSegment BSegment A Segment D
Product B
Product A
Product C
Segment E
VOM
VOM
VOM
Segment F
Product/Market Matrix
DEFINE the product/service within the targeted market segments that your project will focus on
MVS 19
P/M FocusCompetitiv
eAnalysis
Opportunities Objectives Strategy Actions Budgets
Define Measure/Analysis Improve/Control
Tools:
1. Market Opportunity
Analysis
2. P/M Matrix
Tools:
1. Market Value Model
2. Competitive Value Matrix
3. Customer Loyalty Matrix
4. Competitor Vulnerability Matrix
Tools:
1. Cause & Effect Matrix
2. Value Stream Mapping3. Touch point Monitoring
Systems
© 2009 Market Value Solutions
Six Sigma Marketing
MVS 20
Value
?
?
?Image
Quality
Price Acqu
isitio
n M
arke
t Sh
are
Ret
entio
n
.824
CTQ 1
CTQ 2
CTQ 3
CTQ 4
CTQ 5
CTQ 6
CTQ 7
?
?
?
?
?
?
?
MEASURE : To Understand ValueThe Market Value Model
ANALYZE how that targeted market evaluates the value you provide versus that
of your competitors, for example:
21HighLow
Outstanding Value
Price Evaluation
Qua
lity
Eval
uati
onHigh
Low Poor Value
Expensive Relationship
Discount Relationship
Competitor 1
Competitor 2
Competitor 4
Competitor 3
YourCompany
NegativeValue Performance Gap
PositiveValue
Performance Gap
YourCompany
Quality = 8/10
Price = 8/10
MVS 22
Customer Loyalty Matrix Competitor Vulnerability Matrix
NPS = 73
NPS = 12
NPS = - 45
NPS = - 58
ANALYZE the loyalty of your customers,
and the vulnerability of your competitors
MVS
The VOM Survey Process Internal interviews with key individuals (provides organizational view of VOM) External interviews with customers
Focus groups Depth interviews
Other external information Complaints Call center input Observation
Questionnaire development Fielding of VOM survey Analysis
Market Value Model – Critical-to-Quality Factors & their Importance Competitive Value Matrix – Your Competitive Value Proposition Customer Loyalty Matrix – Enhance loyalty of current customers Competitive Vulnerability Matrix – How to target competitors’ customers
Linkage of VOM to: Competitive planning for differential advantage based on superior value Focused process improvements for value enhancements and cost reductions
MVS 24
P/M FocusCompetitiv
eAnalysis
Opportunities Objectives Strategy Actions Budgets
Define Measure/Analysis Improve/Control
Tools:
1. Market Opportunity
Analysis
2. P/M Matrix
Tools:
1. Market Value Model
2. Competitive Value Matrix
3. Customer Loyalty Matrix
4. Competitor Vulnerability Matrix
Tools:
1. Cause & Effect Matrix
2. Value Stream Mapping3. Touch point Monitoring
Systems
© 2009 Market Value Solutions
Six Sigma Marketing
MVS 25
P/M FocusCompetitiv
eAnalysis
Opportunities Objectives Strategy Actions Budgets
Define Measure/Analysis Improve/Control
Tools:
1. Market Opportunity
Analysis
2. P/M Matrix
Tools:
1. Market Value Model
2. Competitive Value Matrix
3. Customer Loyalty Matrix
4. Competitor Vulnerability Matrix
Tools:
1. Cause & Effect Matrix
2. Value Stream Mapping3. Touch point Monitoring
Systems
© 2009 Market Value Solutions
Six Sigma Marketing:The Six Sigma/Strategy
Linkage
MVS
Identifying Value-Based OpportunitiesThe Linkage from VOM to Competitive Planning
Customers'Qualifying Needs:Value Screening
Equation
Customers'Determining Needs:
Value DecisionEquation
Company Strength:Value Advantage
(2)Leverage
for DifferentialValue Advantage
CompetitiveParity
(3)Enhance
to AchieveValue Advantage
Company Weakness:Value Disadvantage
(1)Critical
to Qualifyfor Consideration
(4)Improve
If Related Needis Important
Inferred from the model & other sources
CTQs identified in the value model
Competitive Performance
Gaps
Applying VOM to Competitive Planning
BUDGET AND MARKET FORECAST
Product/Market: Date: This Year
Cost Category
Last Year Q1 Q2 Q3 Q4 Year 1 Year 2 Year3 Year 4 Year 5
Sales Expense
Service Expense
Marketing Expense
Other Direct Expense
Total Expense
This Year Contribution
s Last Year Q1 Q2 Q3 Q4 Year 1 Year 2 Year3 Year 4 Year 5
Plan Revenue
Plan Contribution
Budget & Market Forecast
Actions/Milestones/Responsibilities
Objectives & Assumptions
StrategyMarket Value Opportunities
Value Proposition/Competitive Analysis
Environmental Scan
Product/Market Matrix• Market
Product
Total
TotalMarket CMarket BMarket A Market D
Product B
Product A
Product C
• Market
Product
Total
TotalMarket CMarket BMarket A Market D
Product B
Product A
Product C
BUDGET AND MARKET FORECAST
Product/Market: Date: This Year
Cost Category
Last Year Q1 Q2 Q3 Q4 Year 1 Year 2 Year3 Year 4 Year 5
Sales Expense
Service Expense
Marketing Expense
Other Direct Expense
Total Expense
This Year Contribution
s Last Year Q1 Q2 Q3 Q4 Year 1 Year 2 Year3 Year 4 Year 5
Plan Revenue
Plan Contribution
Budget & Market Forecast BUDGET AND MARKET FORECAST
Product/Market: Date: This Year
Cost Category
Last Year Q1 Q2 Q3 Q4 Year 1 Year 2 Year3 Year 4 Year 5
Sales Expense
Service Expense
Marketing Expense
Other Direct Expense
Total Expense
This Year Contribution
s Last Year Q1 Q2 Q3 Q4 Year 1 Year 2 Year3 Year 4 Year 5
Plan Revenue
Plan Contribution
Budget & Market Forecast
Actions/Milestones/ResponsibilitiesActions/Milestones/Responsibilities
Objectives & AssumptionsObjectives & Assumptions
StrategyStrategyMarket Value OpportunitiesMarket Value Opportunities
Value Proposition/Competitive AnalysisValue Proposition/Competitive Analysis
Environmental ScanEnvironmental Scan
Product/Market Matrix• Market
Product
Total
TotalMarket CMarket BMarket A Market D
Product B
Product A
Product C
• Market
Product
Total
TotalMarket CMarket BMarket A Market D
Product B
Product A
Product C
Product/Market MatrixProduct/Market Matrix• Market
Product
Total
TotalMarket CMarket BMarket A Market D
Product B
Product A
Product C
• Market
Product
Total
TotalMarket CMarket BMarket A Market D
Product B
Product A
Product C
MVS 28
P/M FocusCompetitiv
eAnalysis
Opportunities Objectives Strategy Actions Budgets
Define Measure/Analysis Improve/Control
Tools:
1. Market OpportunityAnalysis
2. P/M Matrix
Tools:
1. Market Value Model
2. Competitive Value Matrix
3. Customer Loyalty Matrix
4. Competitor Vulnerability Matrix
Tools:
1. Cause & Effect Matrix
2. Value Stream Mapping3. Touch Point Monitoring
Systems
© 2009 Market Value Solutions
Six Sigma Marketing
MVS 29
Value Based Strategies Lead toCritical Process Improvements
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S i g n s c o n t r a c t
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D e l i v e r s C o n t r a c t
D e a l e r o r D i r e c t ?D i r e c t
A c c u r a t e
S u b m i t s C A / E S o f t o A c c t g v i a A c c e s s
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C r e d i t a p p r o v a l p r o c e s s
1 2 0 m i n s .7 2 0 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
A p p r o v e / D i s a p p r o v e
O r d e r I n s p e c t i o n
1 0 8 0 m i n s .1 4 4 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
A p p r o v e
P r i n t P i c k S l i pP i c k S e n d S h i p A l e r t t o S a l e s
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A c c u r a t e ?4 6 - N
K e y i n f o i n t o M I B A S
4 7 - N
5 m i n s .1 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
M I B A S c o n fi r m a t i o n
4 8 - N
2 m i n s .5 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
A c c e s s s u b -a c c o u n t i n f o
0 . 1 m i n s .0 . 1 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
R e c e i v e s e q u i p m e n t &
I n v o i c e
M a k e a p p tM e e t C u s t o m e r5 4 - N
6 0 m i n s .9 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
D e m o ?5 8 - N
D e m o n s t r a t i o n5 9 - N
Y e s
N o
S u c c e s s f u l ?6 0 - N
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5 1 5 - N
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P a s s I n s p e c t i o n ? R e c i e v e T r a i n i n g
P r o v i d e T r a i n i n g
Y e s
E m a i l o r C a l l C S f o r R M A #
P r o v i d e R M A #
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D i s t r i b u t i o n
R e c e i v e s & I n s p e c t s
P l a c e W e l c o m e C a l l
R e c e i v e s W e l c o m e C a l lP r o b l e m ?
C a n S P H a n d l e ?
I n f o V e r i fi c a t i o n
O r d e r E q u i p m e n t ?
P l a c e O r d e r
Y e s
S e n d P a p e r D o c s t o
A c t i v a t i o n s
N o
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R a d i o s R e q u e s t A c t i v i a t i o n
c h a n g e o r d e -a c t i v a t i o n o f
i n d i v i d u a l s e r v i c e s
C u s t o m e r H a s P r o b l e m( E q u i p m e n t , T r a i n i n g ,
C o v e r a g e , B i l l i n g )
C u s t o m e r R e q u e s t s C o m p l e t e
D e a c t i v a t i o n
D e a l e r
N o t i fi e s c u s t o m e r o f d i s a p p r o v a l
9 3 - N
C u s t o m e r n o t i fi e d o f
d i s a p p r o a v a l
I s t h i s t h e e n d o f i t ?
T r o u b l e R e p o r t i n g
S y s t e mO r a c l e M I B A ST R I S C l a r i f y
S a l e s R e p o r t P O S T r a n s R e p o r t
B a c k o r d e r R e p o r t R e t u r n s b y
R e a s o n R r e p o r t
O p e n B a t c h R e p o r t S h i p m e n t s
R e p o r tT r a n s r e p o r t b y
O r d e r T Y P EM i n / M a x R e p o r t T r a n s R e g i s t e rD i s c r e p a n c y
R e p o r tU s e d G e a r
R e p o r t
C o n fi r m a t i o n R e p o r t
C u s t o m e r S a t i s fi e d
V a l u e C o n fi r m e d
Y e s
N o
S a l e s R e c e i v e s P r o b l e mS o l u t i o n ?
R e p a i r
C u s t o m e r R e c e i v e s
R e p a i r e d P h o n e
C u s t o m e r R e c e i v e s
R e p l a c e m e n t P h o n e
R e p l a c e
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R e c i e v e s e m a i l1 3 0 - N
Y e s
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1 3 1 - N
0 . 2 m i n s .0 . 2 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
P i c k u p t r o u b l e o r d e r s f r o m A c t i v a t i o n s
( h o u r l y )
N o
A c t i v a t o r c a l l s A S R o r S a l e s
R e p
2 m i n s .3 m i n s .
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A S R o r R e p r e c e i v e s c a l l f r o m
A c t i v a t o rW h a t
P r o b l e m ?S e n d s c o r r e c t
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Y e s
S e n d c o n fi r m a t i o n t o A S R & S a l e s r e p ( v i a
e m a i l )
2 m i n s .5 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
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a c t i v a t o r
C h e c k o ff a c t i v a g t i o n o n
O r d e r T r a c k e r
1 4 5 - N
0 . 5 m i n s .0 . 5 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
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C r e a t e s s u b - a c c o u n t f o r b i l l i n g - - t a k e s 3 0 m i n u t e s
E n t e r b i l l i n g i n f o f r o m C A & S O F
1 4 9 - N
5 m i n s .1 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
3 0 m i n u t e d e l a y
N o t i f y O r d e r t r a c k e r t h a t T R I S b i l l i n g i s
c o m p l e t e
0 . 5 m i n s .0 . 5 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
" A u d i t s " c h e c k s T R I S B i l l i n g f o r a c c u r a c y o f
i n f o r m a t i o n
1 5 1 - N
I f M u l t i p l e S u b - a c c o u n t s
P a m H a l l a l s o h a n d l e s O p C o
a c c t s
P r o b l e m T y p e
R e c e i v e s P r o b l e m
F i n a n c i a l
R e c e i v e p r o b l e m
N o n - fi n a n c i a l
A v a i l a b l e ?
F i l l o u t p a p e r t i c k e t
N o
P l a c e i n B i n
C h e c k B i n( e v e r y 3 0 - 6 0
m i n s
C o n t a c t C u s t o m e r
R e c e i v e s c a l l f r o m T C S
P r o b l e m e v a l u a t i o n
C a n T C S H a n d l e ?
P r o b l e m R e s o l v e d
Y e s
M o b i l e S w i t c h i n g O ffi c e r e c e i v e s
p r o b l e m
N o
C l a r i f y G e n e r a t e s T i c k e t
Y e sS e n d t i c k e t t o
T C S f o r v e r i fi c a t i o n
R e c e i v e s t i c k e tC a l l s c u s t o m e r
R e c e i v e s c a l l t o c o n fi r m p r o b l e m
r e s o l u t i o nP r o b l e m
r e s o l v e d ?
T C S c l o s e s t i c k e t
Y e s
T r o u b l e r e p o r t
E n t e r i s s u e i n t o t r o u b l e r e p o r t
N o
M I B A S c a p t u r e s i n f o f r o m T R I S - t u r n s t h e
s w i t c h o nS e e R o s e M a r y
E d w a r d s f o r S t e p s i n t r a n s f e r r i n g i n f o O R A C L E
R u n R e c e i v a b l e I n t e r f a c e
R e c e i v e r e q u e s t f o r b a t c h n u m b e r s ( O n c e
d a i l y - b e f o r e 2 : 0 0 p m )
R u n A u t o - I n v o i c i n g M a s t e r P r o g r a m
1 8 7 - N
O r a c l e
R e c e i v e b a t c h n u m b e r
C a l l o r e m a i l b a t c h n u m b e r t o
d i s t r i b u t i o n c e n t e r
R e c e i v e b a t c h n u m b e r . ( P r i n t l a b e l s & s h i p )
R e c e i v e p k g o f c h e c k s f r o m t h e
b a n k - d a i l y
B a n k
P o s t p a y m e n t t o T R I S
T R I S
P o s t p a y m e n t t o O r a c l e
O r a c l e
G e n e r a t e p a s t d u e r e p o r t r e
e q u i p m e n t
1 9 9 - N
O r a c l e
C u s t o m e r r e c e i v e s p a s t d u e n o t i c e
( e q u i p m e n t o n l y )
S e n d p a s t d u e n o t i c e s
2 0 2 - N
M a k e c h a n g e s t o c u s o m t e r a c c o u n t
r e c e i p t s
2 0 3 - N
R e c e i v e I n q u i r y
R e c e i v e I n q u i r y
M a j o r A c c t R e p s e t s a p p t
2 0 9 - N
M a k e s a p p t
C o n fi r m a p p tM e e t R e p /
M a j A c c t R e p m e e t s c u s t o m e r
M e e t s C u s t o m e r
E q u i p m e n t o n H a n d ?
Y e s
M a k e a p p t f o r d e m oN o T y p e o f A c c t ?
M a j o r A c c t
I s t h i s t h e fi r s t e n t r y
R i g h t e q u i p m e n t ?
B e l i e v e s o
R e c e i v e E q u i p m e n t
N o
R M A S y s t e m n o t w o r k i n g
p r o p e r l y . R e t u r n s d o n ' t g e t c r e d i t e d
R e c e i v e s p r o b l e m
2 2 5 - NC o r r e c t p r o b l e mS e l f - c o r r e c t ?
L o c a l s e r v i c e o ffi c e a t t e m p t s t o
c o r r e c t
E q u i p m e n to r
C o v e r a g e
P r o b l e m e v a l u a t i o n
R e f e r t o T C S
F i l l O U t t r o u b l e t i c k e t
C S R T a k e s c u s t o m e r i n f o
W h a t p r o b l e m ?
M a k e c h a n g e s i n T R I S , M I B A S
B i l l i n g
N o n - fi n a n c i a l
T r o u b l e s h o o t i n gC a n A C D H a n d l e
P r o b l e m ?R e s o l v e P r o b l e mY e sE q u i p m e n t
N o
R e c e i v e R e p o r t
C u s t o m e r l o s t / s t o l e n p h o n e
R e p o r t s l o s t / s t o l e n p h o n e
C S R c a p t u r e s i n f o
S e n d s i n f o t o S p e c i a l P r o j e c t s
R e c e i v e s i n f oV e r i f y i n f o
T R I S
C o r r e c t I n f o ?T e r m i n a t e B i l l i n gY e s
N o
A c c e s s M o d u l e
R e a l - T i m eI n t e r a c t i o n
W h y c a n ' t c u s t o m e r p a y b y c r e d i t c a r d ?
P r e - P a y ?
N o
H o l d s c h e c k u n t i l c u s t a c c t i s c r e a t e d . T h e n
s u b m i t c h e c k t o a c c t g
Y e s ( 1 0 - 1 5 % )
O n l y 5 % o f c u s t o m e r c o n t a c t s i n i t i a t e d b y c u s t o m e r i n r e s p o n s e
t o m k t g p i e c e9 5 % o f D i r e c t S a l e s C o n t a c t
i n i t i a t e d b y D A E
C S R R e c e i v e s T e r m i n a t i o n
R e q u e s t
D i s c u s s r e a s o n f o r r e q u e s t
C S R A c c e s s e s i n f o s y s t e m s
T R I S M I B A S
C a n c u s t o m e r b e r e t a i n e d ?
R e q u e s t s w r i t t e n d e a c t i v a t i o n
r e q u e s t
P r e p a r e w r i t t e n r e q u e s t .
R e c e i v e d e a c t i v a t i o n
r e q u e s t
P u t " T e m p o r a r y S u s p e n d " o n
a c c o u n t
M a k e S u s p e n s i o n P e r m a n e n ( a f t e r 3 0
d a y s )
D e a c t i v a t i o n R e p o r t
R e c e i v e s d e a c t i v a t i o n
r e q u e s t
D i s c u s s R e a s o n s f o r
r e q u e s s tR e t a i n ?
Y e s
E m a i l d e a c t i v a t i o n o r d e r t o s p e c i a l
p r o j e c t s ? ? ?
T y p e o f P r o b l e m ?
R e c e i v e s c a l l
M a k e s P a y m e n t A r r a n g e m e n t sC u s t o m e r
W i l l i n g t o P a y ?
Y e s
O v e r d u e
P u t " T e m p o r a r y S u s p e n d " o n
a c c o u n t
N o
C S R o p e n s T R I S , M I B A S
T R I S M I B A S
O p e n T R I S , M I B A S
C a n A C D R e s o l v e ?
F i l l o u t C h a n g e O r d e r F o r m
Y e s
N o
M a k e C h a n g e s i n T R I S , M I B A S
R e c e i v e s c h a n g e r e q u e s t
C S R O p e n s T R I S / M I B A S
T R I S M I B A S
C S R E m a i l s C h a n g e O r d e r t o
S p e c i a l P r o j e c t s
R e c e i v e C h a n g e O r d e r E m a i l
V e r i f y e x i s t i n g s e r v i c e sD e a c t i v a t e / C h a n g e
s p e c i fi e d s e r v i c e
H o w d o e s b i l l i n g fi n d o u t a b o u t t h i s c h a n g e ?
R e c e i v e s c h a n g e r e q u e s t
R e f e r t o A C D / C S R
O n l y 5 - 1 0 % o f l e a d s c o m e v i a t h i s
r o u t e . C l o s u r e r a t e s o n t h i s t y p e o f l e a d
a p p r o x i m a t e 2 0 %
W h a t h a p p e n s f r o m h e r e t o h e r e ?
A S R I n s p e c t s r e a c c u r a c y
2 6 - NA S R I n s p e c t s
r e a c c u r a c y
G o v t A c c t C o m m A c c t
C o m p l e t e / R e v i s e
I n a c c u r a t e
I n a c c u r a t e
I n a c c u r a t e
S e e " C r e d i t A p p r o v a l P r o c e s s "
O ff e r C u s t O p t i o n s
R e l e a s e " C r e d i t H o l d " v i a A C C E S S
M o d u l e
A C C E S S M o d u l e
E n t e r I n f o i n t o O r d e r T r a c k e r
W h o e l s e u s e s t h i s s y s t e m ? W h e n ?
T h i s n e v e r r e a l l y h a p p e n s ? ? ?
F r o m r e q u e s t t o r e c e i p t c a n t a k e
d a y s / w e e k s / m o n t h s ?
N o
J o y c e h a n d l e s t h i s . C a l l s s a l e s r e p s t o c l e a r u p . W i l l t y p i c a l l y t r y t o c a l l 3
t i m e s . I f n o r e s p o n s e w i t h i n 7 d a y s , t h e i s s u e i s d i s c a r d e d . C u s t o m e r
n o t a c t i v a t e d .
Y e s N o
D e l i v e r e q u i p m e n t t o
c u s t o m e r
A n y i n f o s y s t e m e n t r y ?
T y p e o f P r o b l e m ?
P r o v i s i o n i n g
S y s t e m
I s o l a t e d E q u i p m e n t
E r i c t o fi x
B i l l i n g
T y p e o f P r o b l e m
S u s p e c t e dB i l l i n g
E r r o r
A l l O t h e r s
W h e r e d i d p r o b l e m
o r i g i n a t e ?
S p e c i a lP r o j e c t s
S a l e s
U n d e r w h a t c i r c u m s t a n c e s m i g h t s a l e s r e f e r p r o b l e m t o C S R ?
N o D o c u m e n t a t i o n
A C D
? ? ? ? ? ? ?
C u s t o m e r( W e l c o m e C a l l )? ? ? ?
E q u i p m e n t r e a d i l y
a v a i l a b l e ?
Y e s
H a v e c u s t o m e r g e t e q u i p m e n t
f r o m d e a l e r
T y p e o f P r o b l e m ?
T e c h n i c a l
Y e s
N o t i f y S P o f S o l u t i o n
R e c e i v e i n f o r e s o l u t i o n f r o m
T C SS P C a l l s
C u s t o m e r
C u s t o m e r l e a r n s o f S o l u t i o n A c h i e v e d
C u s t o m e r S a t i s fi e d ?Y e s
N o - A n g r y
E T F ?
I n f o r m C u s t o m e r o f D e - a c t i v a t i o n
P r o c e s s
C u s t o m e r s t i l l w a n t s t o
D e a c t i v a t r e ?
T e r r o r i s t
V a l u e D i s c o n fi r m e dN o
F a x D e a c t i v a t i o n O r d e r t o S P
Y e s
N o
I n f o r m C u s t o m e r o f F e e
L e a r n s o f F e e
D r o p I s s u e ?
Y e s
R e q u e s t s C o n v e r s a t i o n w i t h
H i g h e r l e v e l
N oC u s t o m e r r e q u e s t s
d e a c t i v a t i o n
E T F ?
I n f o r m C u s t o m e r o f F e e
I n f o r m C u s s t o m e r o f D e a c t i v a t i o n
P r o c e s s
N o
Y e s
R e c e i v e s R e f e r r a l
R e f e r t o C u s t o m e r
A c c o u n t i n gB i l l i n g
V e r i f y P r o b l e m i n T R I S / M I B A SC r a f t S o l u t i o nS o l u t i o n
P o s s i b l e ?Y e s
C u s t o m e r A c c t g M a n a g e r C a l l s
C u s t o m e r
N o
C o m m u n i c a t e s o l u t i o n t o S P
R e c e i v e S o l u t i o n i n f o F r o m C u s t
A c c t g
C o m m u n i c a t e S o l u t i o n t o
C u s t o m e r
C u s t o m e r l e a r n s o f p r o p o s e d s o l u t i o nS a t i s fi e d w i t h
S o l u t i o n ? Y e s
R e f e r C u s t o m e r t o C u s t A c c t g
M a n a g e r
C u s t A c c t g M a n a g e r r e c e i v e s r e f e r r a l O R
C a l l s c u s t o m e r b a c k
M a n a g e r d i s c u s s e s a l t e r n a t i v e s w i t h
C u s t o m e r
C u s t o m e r l e a r n s o f A l t e r n a t i v e s
N o
N o ,B u t . . . . .
T r a n s f e r t o S a l e s
E q u i p m e n t E d u c a t i o n
R e c e i v e R e f e r r a l f r o m S P
S e t u p A p p t / M e e t w i t h C u s t o m e r
M e e t w i t h S a l e s R e p
W o r k s w i t h S a l e s R e p t o
l e a r nS a t i s fi e d w i t h
O u t c o m e ?Y e s
N o
D e a c t i v a t i o n P r o c e s s
R e q u e s t m e e t i n g w i t h R e g i o n
M a n a g e rN o
R e f e r t o R e g i o n M a n a g e r
Y e s - C o m m e r c i a l
D e l i v e r c h e c k t o A S R
A S R S u b m i t c h e c k t o A c c t g
? ? ? ? ? ? ?
T y p e o f O r d e r ?
S u b m i t C A t o I OS u b m i t C A & E -S o f t o I O
E q u i pO n l y
E q u i p&
S e r v
A c c u r a t eA c c u r a t e
P r i n t H a r d C o p y o f A l l E l e c t
F o r m sK e y a l l I n f o i n t o
A C C E S SF i l e P a p e r C o p i e s i n
S t a g i n g A r e a
O r d e r T r a c k e r-N
A C C E S S a u t o m a t i c a l l y
i n p u t s s e l c t i n f o t oO r d e r T r a c k e r
H o u r l y
W h e n i s I M E I G e n e r a t e d ?- - F o r E q u i p m e n t w / S e r v i c e
- - F o r S e r v i c e O n l y
W h e r e & b y w h o m ?
R e c e i v e N o t i fi c a t i o n o f C r e d i t H o l d
R e l e a s e
C o l l e c t P a p e r D o c u m e n t s f r o m
S t a g i n g A r e a
S e n d P a p e r D o c s t o O r d e r
E n t r y
G e t P a p e r D o c s f r o m S t a g i n g
A r e a
D o I h a v e T i m e t o R e s o l v e ?
N o
C a l l A S R / D e a l e r C o o r d i n a t o rY e s R e s o l v e d
P l a c e O r d e r i n T r o u b l e B i n
N o
R e c e i v e R e q u e s t f o r R M A #
C r e d i t o r R e p l a c e
O r d e r ?
K e y i n t o C r e d i t F o r m o n O R A C L E
K e y i n t o " R e p l a c e " f o r m o n O R A C L E
C r e d i t
R e p l a c eP r i n t " O p e n
R e t u r n " D e t a i l R e p o r t
S e n d T i c k e t & U n i t t o L o c a l
S e r v i c e O ffi c e
D i s c u s s n e e d s / i n t e r e s t s o f
c a l l e rQ u a l i fi e d ?
5 1 7 - N
S e n d T h a n k y o u / S o r r y l e t t e r
N o
E n t e r c u s t i n f o i n t o G O L D M I N E
Y e s
G o l d M i n eW O R D S o f t w a r e
W h e r e s h o u l d l e a d s h e e t g o ?
E m a i l L e a d S h e e t
D e a l e r o r D i r e c t ?
D e a l e r o f D i r e c t ?
D e a l e r o r D i r e c t ?
N W
G u l f
E m a i l t o R e p
E m a i l t o D e a l e r C o o r d i n a t o r
D i r e c t
D e a l e r
G o v t R e p s e t s a p p t
D l r C o o r d D i s t r i b u t e s t o
a p p r o p r i a t e D e a l e r
E n t e r L e a d A s s i g n m e n t i n t o
G O L D M I N E
A c c e p t s / A s s i g n s L e a d
E m a i l a c c e p t a n c e / a s s i g n m e n t t o
C R C
D l r C o o r d i n a t o r e m a i l s a s s i g n m e n t t o
C R C
G O L D M I N E
C R C F o l l o w s u p w i t h r e p / D e a l e r
C o o r dS a l e ?
E n t e r S a l e D e t a i l s i n t o
G O L D M I N E
R e c o r d N o S a l e i n t o G O L D M I N E
Y e s
N o
G O L D M I N E
S O M E B O D Y T r a n s m i t s r e c o r d s d a i l y t o A M D O B S
4 3 6 - N
T R I S
A M D O B S r e c e i v e s t a p e s
d a i l y
A M D O B S s e n d s b i l l i n g a r e p o r t o f r e c o r d s r e c e i v e d
R e c o n c i l e s r e p o r t w i t h t r a n s m i s s i o n
( d a i l y )
S O M E B O D Y s e n d s d a i l y n o t i c e t o B i l l i n g o f
r e c o r d s s e n t
A M D O B S u p l o a d s " P r e - B i l l 2 " R e p o r t t o B i l l i n g
( a b o u t 4 d a y s b e f o r e b i l l i n g c y c l e )
B i l l i n g s d o w n l o a d s " P r e - B i l l 2 " R e p o r t
R e v i e w E x t r a c t R e p o r t
4 4 4 - NR e v i e w C a l l
D e t a i l R e p o r t
4 4 5 - NR e v i e w i n v o i c e
m e s s a g e s
4 4 6 - N N o t i f y A M D O B S o f a n y n e c e s s a r y
c h a n g e s
A M D O B S a d j u s t s a s n e c e s s a r y
A M D O B S u p l o a d s B i l l i n g R e p o r t ( n e x t
d a y )
B i l l i n g s d o w n l o a d s B i l l i n g s R e p o r t
S a m p l e / R e v i e w 1 0 - 1 5 a c c t s / c y c l e
w / D i s p a t c h R o a m i n g
S a m p l e / R e v i e w 1 0 -1 5 a c c t s / c y c l e w i t h
C e l l R o a m i n g
S a m p l e / R e v i e w 1 0 -1 5 a c c t s / c y c l e
w / L D
R e v i e w n e w r a t e p l a n s / c h a r g e c o d e s
f o r a c c u r a c y
R e v i e w T a x e s a n d F e e s f o r
a c c u r a c y
R e v i e w # o f m e s s a g e s f o r e a c h r a t e p l a n : c o m p a r e
a n d t r e n dA p p r o v e ?
R e t u r n t o A M D O B S f o r c o r r e c t i o n s
R e t u r n t o A M D O B S f o r
m a i l i n g
N o
Y e s
A M D O B S m a k e s c o r r e c t i o n s &
R e s u b m i t s
A M D O B S f o r w a r d s t o f u l fi l l m e n t v e n d o r
C u s t o m e r r e c e i v e s m o n t h l y s t a t e m e n t
C l e a r & A c c e p t
N o
P a y s b i l l
F u l fi l l m e n t v e n d o r m a i l s i n v o i c e t o
c u s t o m e r
U n b i l l a b l e s ?N o
A c q u i r e M Z # s f r o m A M D O B S
A M D O B S p r o v i d e s M Z # s
S a m p l e 2 0 a c c t s p e r c y c l e p e r m o n t h
4 6 9 - NC o n t a c t C u s t o m e r S u p p o r t
o r T r o u b l e M a n a g e m e n t t o r e c o n c i l e s a m p l e d a c c o u n t s
A S R e x p l a i n s b i l l t o c u s t o m e r
4 7 1 - N
C u s t o m e rU n a b l e
t oU n d e r s t a n d
B i l l
C u s t o m e r U n d e r s t a n d s B i l l
S e e N o t e4 7 3 - N
I s e a c h D A E a s s i g n e d a t e r r i t o r y ? W h a t p r o b l e m s d o e s t h i s p r e s e n t ?
I s t h e r e a c a p , o r a p o l i c y , r e t h e n u m b e r o f D A E s p e r d i s t r i c t / R e g i o n ?
W h a t p r o b l e m s a r e c a u s e d b y t h e q u o t a / P r o b a t i o n S y s t e m ? O f t h o s e w h o f a i l t o
r e a c h q u o t a , h o w m a n y a r e o n p r o b a b t i o n ? I s t h e q u o t a b a s e d o n a r o l l i n g
1 2 m o n t h s ?
S c a n I M E I sC o r r e c t U n i t ?
K e y i n f o i n t o O R A C L E
O R A C L E
S e e i m p o r t a n t n o t e
G e n e r a t e P a c k i n g S l i p
O R A C L E
I n v o i c e r e q u i r e d ?
P r i n t I n v o i c eP r i n t s h i p p i n g l a b e l
W r i t e R M A # o n B o x
V e r i f y C o n d i t i o n o f e q u i p m e n t
T y p e o f E q u i p m e n t
C r e d i t A d j u s t m e n t ?
R e t u r n t o S t o c kN o t i f y O R A C L E o f r e t u r n
S e n d C r e d i t i n s t r u c t i o n s t o C o r p
A c c t g v i a E m a i l
R e c e i v e c r e d i t i n s t r u c t i o n s f r o m
D C
? ? ? ?
O r d e r a c t i v i t y i n c r e a s e s d r a m a t i c a l l y t o w a r d e n d o f m o n t h . A l s o , a t e n d o f m o n t h , D C i s
f r e q u e n t l y i n t e r r u p t e d b y c a l l s f r o m s a l e s r e q u e s t i n g t h a t I M E I s b e f a x e d . T h i s
p h e n o m e n o n a p p e a r s t o b e r e l a t e d t o t h e q u o t a s y s t e m
C u s t o m e r r e q u e s t s F l e e t
C h a n g e
R e c e i v e s r e q u e s t
T R I S
L o o k u p c u r r e n t fl e e t n u m b e r s i n
T R I S
D e t e r m i n e # o f R a d i o s i n v o l v e d
S u b m i t F l e e t C h a n g e F o r m t o
S P
R e c e i v e F l e e t C h a n g e F o r m
? ? ? ? ? ? ?
R e s e a r c h / D e v e lo p P r o m o t i o n s
R e s e a r c h / D e v e l o p r a t e p a c k a g e s
R e l e a s e S A M( S a l e s &
A d m i n i s t r a t i o n M e m o )
D e a l e r C o o r d sF a x t o D e a l e r s
T o a l l D e p t H e a d s
T o a l l D A E s
T o A l l A S R s
M u c h a d d i t i o n a l m a p p i n g c a n b e d o n e r e t h e s e p r o c e s s e s , w h i c h t y p i c a l l y i n v o l v e s e v e r a l o t h e r d e p a r t m e n t s , e s p e c i a l l y i n t h e
d e v e l o p m e n t a l p h a s e . H o w e v e r , i m p o r t a n t t o n o t e t h a t t h e o n l y m e a n s o f c o m m u n i c a t i n g n e w p r o m o t i o n s o r r a t e p r o g r a m s i s t h e S A M . T h e r e
a p p e a r s t o b e n o t r a i n i n g t a k i n g p l a c e i n a n y d e p a r t m e n t ( i n c l u d i n g s a l e s ) r e t h e i m p i c a t i o n s o f t h e s e p r o m o t i o n s a n d r a t e c h a n g e s
D e v e l o p i n g n e w C u s t o m e r I n v o i c e
T h i s i s l a u d a b l e , i n v i e w o f t h e d i ffi c u l t y c u s t o m e r s h a v e
u n d e r s t a n d i n g t h e c u r r e n t i n v o i c e s . H o w e v e r , w h a t c u s t o m e r i n p u t i s
d r i v i n g t h i s d e v e l o p m e n t ?
A l l i n f o r e q u i r e d b y T R I S a n d M I B A S m u s t b e k e y e d i n s e p a r a t e l y . w h e n b o t h a r e n o t e n t e r e d , a s y s t e m i c p r o b l e m
a r i s e s
Pre-Sa le
R e c e i v e t h a n k y o u / s o r r y l e t t e r
M a i l I n f o P a c k e t t o C u s t o m e r .
5 2 2 - N
T o D e a l e r C o o r d s
M e r g e w i t h E l e c t r o n i c L e a d S h e e t i n M i c r o s o f t
W o r d
R e c e i v e I n f o P a c k e t
N E
S o m e
F e w
M o s t
D e a l e r C o n t a c t P r o c e s s i n g
T h e r e s e e m t o b e s e v e r a l o p t i o n s e x e r c i s e d b y i n d i v i d u a l
D A E / A S R . S o m e s i m p l y n o t i f y A c c t g t h a t c u s t o m e r h a s
a g r e e d t o p r e p a y - b u t c u s t o m e r d o e s n ' t a c t u a l l y p a y u n t i l r e c e i p t o f i n v o i c e . S o m e
c o l l e c t t h e c h e c k a n d h o l d u n t i l p h o n e i s d e l i v e r e d . O t h e r s
s e n d t h e c h e c k t o a c c o u n t i n g f o r c r e d i t c l e a r a n c e .
Activa tio n
W h a t a r e t h e s t e p s a f t e r c h e c k g e t s t o a c c t g ?
Y e s - C o m m e r c i a lY e s - G o v t , M a j o r A c c t
W h a t ' s t h e f r e q u e n c y o f t h i s
e v e n t ? H o w m a n y a c c t s a r e 3 0 , 6 0 , 9 0 d a y s
p a s t d u e ?
P a y I n v o i c e ?
Y e s
N o
N e e d t o fi n d o u t w h a t h a p p e n s n e x t , a n d w h y c r e d i t
i s s o m e t i m e s n o t a p p l i e d . H o w b i g a p r o b l e m i s
t h i s ?
T R I S M I B A S
C u s t o m e r i n f o r m e d t h a t t h e r e i s n o o p t i o n
b u t t o p a y t h e b i l l
N e e d t o fi n d o u t w h o t h i s i s .
Y e s
Y e s
N o
Y e s
Change of BeneficiaryValue Stream Analysis based onMarket Opportunity #5
Critical Areas of Focus
Verification
Notification
Customer Experience Events
30MVS
Does a Process Improvement Matter if it Doesn’t Impact the Customer
Experience?
The goal of the Control phase is to reduce or eliminate customer defects throughout the customer experience.
MVS
DuPont Performance Coatings:A Pilot Deployment
32MVS
The DPC Initiative Focus on automotive refinishing
Paint brands include:
Distributed through: 15 sales districts Approx. 1200 “jobbers” (3000 stock points) To some 45,000 collision shops in NA
DuPont: long history of Lean and Six Sigma expertise Value at point of production ≠ value at point of
consumption Objective: partner with jobbers to enhance value
throughout the demand chain Pilot with two jobbers
MVS 33
DEFINE The Market Segment
Attractiveness Size Growth Competitive Intensity Margins
Ability to Compete People Products Market Presence Support Systems
Markets: Independent A, B, C Large Multi-shop Dealers Fleets Industrial
MVS 34
DEFINE The Product/Market
FleetSeg A Seg B
IndustrialIndependents
Seg CMSOsDealers
Polishes, Glazes
Safety
Small Tools
Abrasives
Totals
Bondo, Glazes Putties
Seam Sealers
Solvent
Water
Basecoats
Undercoats
Col
lisio
n Li
quid
s
Industrial Liquids
3M
Other
Clearcoats
$$$ Sales Market Share
Current Margins
MVS
The VOM Survey Process Internal interviews with key individuals (provides organizational view of VOM) External interviews with customers
Focus groups Depth interviews
Other external information Complaints Call center input Observation
Questionnaire development Fielding of VOM survey Analysis
Market Value Model – Critical-to-Quality Factors & their Importance Competitive Value Matrix – Your Competitive Value Proposition Customer Loyalty Matrix – Enhance loyalty of current customers Competitive Vulnerability Matrix – How to target competitors’ customers
Linkage of VOM to: Competitive planning for differential advantage based on superior value Focused process improvements for value enhancements and cost reductions
MVS 36
MEASURE : To Understand Value
20% of Quality comes from the manufacturer.
80% of Quality is provided by the jobbers
MVS 37
ANALYZE: To Identify Gaps
Jobber X
Competitor 1
Competitor 2
Competitor 3
Competitor 4
Competitor 5 Value
Performance Gap
How do you close the gap?
MVS 38
Developing….
Next StepsP/M Focus
Competitive
AnalysisOpportunities Objectives Strategy Actions Budgets
Define Measure/Analysis Improve/Control
Tools:
1. Market OpportunityAnalysis
2. P/M Matrix
Tools:
1. Market Value Model
2. Competitive Value Matrix
3. Customer Loyalty Matrix
4. Competitor Vulnerability Matrix
Tools:
1. Cause & Effect Matrix
2. Value Stream Mapping3. Touch Point Monitoring
Systems
MVS
CNH: Tractors & Hobby FarmersA Case Study
MVS
A Fiat Group Company - Fiat Group makes these …
MVS
A Short History of CNH Shareholder Value
Point of intervention
Period of Change
MVS
A Switch From Customer Satisfaction To
Value Measurement
Spending $2 million annually on Customer Satisfaction in 2002 Customer Satisfaction Scores Rising Market Share Declining Results Showed No Direct Correlation Chairman dropped the program
To… Increasing Focus on Value Measurement Processes
Market Value Measurement Channel Value Measurement
From …
MVS
Clearly, the metrics of customer satisfaction had little to do with business performance
New Holland’s Bread and Butter Product Line: Tractors
MVS
Why Not? The only people rating their satisfaction
with CNH products and services were their own customers. The metrics of customer satisfaction were
myopic because they failed to enable competitive comparisons
The metrics of customer satisfaction failed to account for the interaction of Quality and Price Purchase decisions are made by evaluating that
trade-off. CNH measures failed to account for that.
MVS
Six Sigma MarketingAs Deployed at Case New Holland
Focus on Tractors/Hobby Farmers Qualitative research Questionnaire Development Fielding of VOM survey Analysis
Market Value Model – Critical-to-Quality Factors & their Importance
Competitive Value Matrix – Your Competitive Value Proposition
Customer Loyalty Matrix – Enhance loyalty of current customers
Competitive Vulnerability Matrix – How to target competitors’ customers
Linkage of VOM to: Competitive planning for differential advantage
based on superior value Focused process improvements for value
enhancements and cost reductions
MVS
Evaluative Factors & Attributes
Dealer Sales11k. Quick approval of financing11i. Honesty of sales personnel10e. Credibility of dealer personnel10a. Sincerity of dealer sales personnel11j. Sales people see the customer as more than ju11p. Sales people gave me options/suggestions11q. Minimal paper work when purchasingTrial & Training10r. Opportunity to try out the tractor before pur9i. Explanation of tractor operation by dealer10o. Training in machine operationMachine Productivity9e. Productivity of the machine, that is the abili11d. Right size tractor for your needs10w. Horsepower to weight ratioMachine Operation9l. Operator comfort11c. Ease of getting on and off for the operator9j. Noise level of machine9g. Design of machine safety features11a. Space to carry things on the tractor9m. Layout of operator controls10t. Style of the tractor10y. Ease of hooking up attachments9f. Machine maneuverability11h. Ease of use11b. Smooth and easy operating transmission9k. Operator visibility10u. Fit and finish of the tractor
Dealer Service10g. Dealer responsiveness in solving problems9t. Dealer problem solving ability
9o. Ability of dealer service people to do repair9r. Ability of dealer to complete repairs when pro10c. Technical knowledge of dealer repair personne10f. Dealer performance on warranty claims9w. Response time for dealer service9s. Quality of shop repairs
9n. Dealer service responsiveness9q. Product knowledge of dealer service people9p. Diagnostic skills of field service people
10n. Willingness of service department to keep you10j. Capacity of dealer repair facilities to handl10i. Courtesy of dealer personnel
10b. Technical knowledge of dealer sales personnel9u. Ability to get needed parts quickly
10k. Ability of service people to understand your need10h. Ability of service people to answer your question
Machine Reliability9d. Reliability of the machine, that is it runs wh9b. Amount of unscheduled downtime9a. Number of repairs required9c. Quality of workmanship of the tractorOrder & Delivery9v. Ease of placing parts orders
10q. Broad selection of tractors to choose from10d. Delivery of machine when promised10p. Convenience of dealer’s operating hours
MVS
Voice of the MarketTractors/Hobby Farmers
Model fit: R2 = .863
Image
Quality
Price
.518
.381
.101Value
Acq
uisi
tion
Mar
ket S
hare
Ret
entio
nDealer Service
Machine Operation
Machine Productivity
Trial & Training
Dealer Sales
Order &Delivery
Machine Reliability
.229
.189
.149
.147
.074
.139
.073
Critical-to-Quality Factors (CTQs)
60% of Market-Defined Quality is dealer-based.
Only 40% is machine-based
MVS
Competitive Value MatrixHobby Farmers
HighLow
Outstanding Value
Price Evaluation
Qua
lity
Eval
uati
onHigh
Low Poor Value
Expensive Relationship
Discount Relationship
John Deere
Case IHKubota Massey
New Holland
Value Performance Gap
What’s the basis of the gap?
MVS
Competitive Performance GapsQuality, CTQs, Price & Image
New Holland Disadvantage New Holland Advantage
New Holland
John Deere Kubota Massey Case IH
Mean Mean Mean Mean Mean
Quality - Hobby Users 8.66 9.24 8.81 8.78 8.87
Dealer Service 8.20 9.08 8.80 8.66 8.91
Machine Operation 8.73 9.27 8.74 8.62 8.76
Machine Productivity 9.18 9.64 9.06 9.33 9.34
Trial & Training 7.93 8.96 8.37 8.34 8.20
Dealer Sales 8.72 9.31 8.94 8.75 9.15
Order & Delivery 8.89 9.34 8.95 9.16 8.85
Machine Reliability 8.71 9.20 8.99 9.01 8.93
Price 8.65 8.97 8.52 9.01 8.71
Image 8.88 9.49 8.84 8.91 9.11
The numbers are mean performance scores (averages) on each of the CTQs and value drivers. They represent the average ratings across the survey questions within each “bucket.” Advantages and disadvantages are
defined in terms of statistical tests of significance
MVS
CTQ Gaps & Their Importance
CTQ importance times the competitive performance gaps
Differences between XYZ and the targeted competitor (Comp 1)
Importance weights from the value model
Value Performance Criteria (VPCs) Provide Actionability
VPC Importance based on correlations with the CTQ
Gaps & Gap Importance calculated as before
The Cause & Effect MatrixTargeting Processes: Linking X’s to Y’s
Dia
gnos
tic s
kills
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ield
se
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Pro
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lity
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ler p
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Abi
lity
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ervi
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Abi
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repa
irs
whe
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ler p
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Qua
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IMP
OR
TAN
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Repair Value Stream 0.03 0.47 0.42 0.39 0.31 0.55 0.42 0.63 0.62 0.27 0.18 0.44 0.10 0.21 0.12 0.23 0.45 0.49Inquiry 0 6 3 3 9 6 3 9 9 6 9 3 6 6 0 6 3 6 35.94Scheduling 3 6 3 9 6 6 9 9 6 9 6 6 9 6 0 6 3 9 41.46Inspection/Diagnosis 9 9 6 3 6 9 3 6 6 6 9 3 6 9 6 3 3 6 36.51Repair 9 9 6 6 3 9 6 6 6 6 6 9 9 9 3 6 9 6 43.44Parts Supply 3 3 6 6 3 0 9 3 3 6 3 6 9 0 0 6 3 6 26.19Transport 0 0 3 3 6 3 0 3 3 3 3 0 6 3 0 6 3 6 17.94Warranty 3 3 6 0 6 3 0 6 3 6 6 0 0 3 9 0 0 3 19.05Credit Checking 0 0 3 0 6 0 6 6 3 6 6 0 3 0 0 3 0 3 16.44Parts Crediting 0 3 0 3 0 3 6 0 0 3 0 3 3 3 6 3 0 3 12.69Invoicing 0 3 3 3 3 3 0 3 3 3 0 0 0 3 3 0 0 0 11.97
Individual processes within the repair (service) value stream.
Evaluations of the process (X) impact on the on the relevant VPCs (Y).
0 = No impact3 = Low impact6 = Medium impact9 = High impact
These are the VPCs, with Gap Importance highlighted
Targeted Processes
MVS©2008 Market Value Solutions
Value Stream Mapping:Targeted Improvements
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D e l i v e r s c o n t r a c t
S i g n s c o n t r a c t
A S R I n s p e c t s r e a c c u r a c y
D e l i v e r s C o n t r a c t
D e a l e r o r D i r e c t ?D i r e c t
A c c u r a t e
S u b m i t s C A / E S o f t o A c c t g v i a A c c e s s
M o d u l e
C r e d i t a p p r o v a l p r o c e s s
1 2 0 m i n s .7 2 0 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
A p p r o v e / D i s a p p r o v e
O r d e r I n s p e c t i o n
1 0 8 0 m i n s .1 4 4 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
A p p r o v e
P r i n t P i c k S l i pP i c k S e n d S h i p A l e r t t o S a l e s
3 6 - N
P a c k E q u i p m e n tS h i p e q u i p m e n t t o
s a l e s r e p
R e c e i v e s h i p A l e r t
4 0 - NA S R s u b m i t s e -
s o f t o I O
4 1 - N
M a t c h E S o f w i t h c u s t o m e r
a g r e e m e n t f o r a c t i v a t i o n
E v e r y t h i n g M a t c h ?
4 3 - N
S u b m i t C / A & e -s o f t o a c t i v a t i o n s
I n s p e c t s f o r a c c u r a c y o f C / A t o
s o f
0 . 5 m i n s .1 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
A c c u r a t e ?4 6 - N
K e y i n f o i n t o M I B A S
4 7 - N
5 m i n s .1 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
M I B A S c o n fi r m a t i o n
4 8 - N
2 m i n s .5 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
A c c e s s s u b -a c c o u n t i n f o
0 . 1 m i n s .0 . 1 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
R e c e i v e s e q u i p m e n t &
I n v o i c e
M a k e a p p tM e e t C u s t o m e r5 4 - N
6 0 m i n s .9 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
D e m o ?5 8 - N
D e m o n s t r a t i o n5 9 - N
Y e s
N o
S u c c e s s f u l ?6 0 - N
Y e s
M a i l P i e c e
C R CC a l l C e n t e r
5 1 5 - N
R e c e i v e s P i e c eM a k e s I n q u i r y R i g h t E q u i p m e n t ?
P a s s I n s p e c t i o n ? R e c i e v e T r a i n i n g
P r o v i d e T r a i n i n g
Y e s
E m a i l o r C a l l C S f o r R M A #
P r o v i d e R M A #
R e c e i v e R M A #P a k & S h i p t o
D i s t r i b u t i o n
R e c e i v e s & I n s p e c t s
P l a c e W e l c o m e C a l l
R e c e i v e s W e l c o m e C a l lP r o b l e m ?
C a n S P H a n d l e ?
I n f o V e r i fi c a t i o n
O r d e r E q u i p m e n t ?
P l a c e O r d e r
Y e s
S e n d P a p e r D o c s t o
A c t i v a t i o n s
N o
R e c e i v e P a p e r N o t i fi c a t i o n
R e q u e s t A d d i t i o n a l
R a d i o s R e q u e s t A c t i v i a t i o n
c h a n g e o r d e -a c t i v a t i o n o f
i n d i v i d u a l s e r v i c e s
C u s t o m e r H a s P r o b l e m( E q u i p m e n t , T r a i n i n g ,
C o v e r a g e , B i l l i n g )
C u s t o m e r R e q u e s t s C o m p l e t e
D e a c t i v a t i o n
D e a l e r
N o t i fi e s c u s t o m e r o f d i s a p p r o v a l
9 3 - N
C u s t o m e r n o t i fi e d o f
d i s a p p r o a v a l
I s t h i s t h e e n d o f i t ?
T r o u b l e R e p o r t i n g
S y s t e mO r a c l e M I B A ST R I S C l a r i f y
S a l e s R e p o r t P O S T r a n s R e p o r t
B a c k o r d e r R e p o r t R e t u r n s b y
R e a s o n R r e p o r t
O p e n B a t c h R e p o r t S h i p m e n t s
R e p o r tT r a n s r e p o r t b y
O r d e r T Y P EM i n / M a x R e p o r t T r a n s R e g i s t e rD i s c r e p a n c y
R e p o r tU s e d G e a r
R e p o r t
C o n fi r m a t i o n R e p o r t
C u s t o m e r S a t i s fi e d
V a l u e C o n fi r m e d
Y e s
N o
S a l e s R e c e i v e s P r o b l e mS o l u t i o n ?
R e p a i r
C u s t o m e r R e c e i v e s
R e p a i r e d P h o n e
C u s t o m e r R e c e i v e s
R e p l a c e m e n t P h o n e
R e p l a c e
E m a i l S y s t e m
R e c i e v e s e m a i l1 3 0 - N
Y e s
P l a c e d o c u m e n t s i n t o " T r o u b l e B i n "
1 3 1 - N
0 . 2 m i n s .0 . 2 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
P i c k u p t r o u b l e o r d e r s f r o m A c t i v a t i o n s
( h o u r l y )
N o
A c t i v a t o r c a l l s A S R o r S a l e s
R e p
2 m i n s .3 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
A S R o r R e p r e c e i v e s c a l l f r o m
A c t i v a t o rW h a t
P r o b l e m ?S e n d s c o r r e c t
i n f o t o a c t i v t o r
R e c e i v e s r e q u e s t f r o m A S R t o d e -
a c t i v a t e I M E I
I M E I a l r e a d y a c t i v a t e d
R e q u e s t s d e -a c t i v a t i o n
M i s - m a t c h : C A a n d / o r S O F
W i t h i n 3 0 m i n u t e s ?
Y e s
S e n d c o n fi r m a t i o n t o A S R & S a l e s r e p ( v i a
e m a i l )
2 m i n s .5 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
R e c e i v e s c o n fi r m a t i o n o f a c t i v a t i o n f r o m
a c t i v a t o r
C h e c k o ff a c t i v a g t i o n o n
O r d e r T r a c k e r
1 4 5 - N
0 . 5 m i n s .0 . 5 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
O r d e r T r a c k e rO r d e r t r a c k e r T R I S B i l l i n g
C r e a t e s s u b - a c c o u n t f o r b i l l i n g - - t a k e s 3 0 m i n u t e s
E n t e r b i l l i n g i n f o f r o m C A & S O F
1 4 9 - N
5 m i n s .1 0 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
3 0 m i n u t e d e l a y
N o t i f y O r d e r t r a c k e r t h a t T R I S b i l l i n g i s
c o m p l e t e
0 . 5 m i n s .0 . 5 m i n s .
M i n i m u m T i m e :M a x i m u m T i m e :
" A u d i t s " c h e c k s T R I S B i l l i n g f o r a c c u r a c y o f
i n f o r m a t i o n
1 5 1 - N
I f M u l t i p l e S u b - a c c o u n t s
P a m H a l l a l s o h a n d l e s O p C o
a c c t s
P r o b l e m T y p e
R e c e i v e s P r o b l e m
F i n a n c i a l
R e c e i v e p r o b l e m
N o n - fi n a n c i a l
A v a i l a b l e ?
F i l l o u t p a p e r t i c k e t
N o
P l a c e i n B i n
C h e c k B i n( e v e r y 3 0 - 6 0
m i n s
C o n t a c t C u s t o m e r
R e c e i v e s c a l l f r o m T C S
P r o b l e m e v a l u a t i o n
C a n T C S H a n d l e ?
P r o b l e m R e s o l v e d
Y e s
M o b i l e S w i t c h i n g O ffi c e r e c e i v e s
p r o b l e m
N o
C l a r i f y G e n e r a t e s T i c k e t
Y e sS e n d t i c k e t t o
T C S f o r v e r i fi c a t i o n
R e c e i v e s t i c k e tC a l l s c u s t o m e r
R e c e i v e s c a l l t o c o n fi r m p r o b l e m
r e s o l u t i o nP r o b l e m
r e s o l v e d ?
T C S c l o s e s t i c k e t
Y e s
T r o u b l e r e p o r t
E n t e r i s s u e i n t o t r o u b l e r e p o r t
N o
M I B A S c a p t u r e s i n f o f r o m T R I S - t u r n s t h e
s w i t c h o nS e e R o s e M a r y
E d w a r d s f o r S t e p s i n t r a n s f e r r i n g i n f o O R A C L E
R u n R e c e i v a b l e I n t e r f a c e
R e c e i v e r e q u e s t f o r b a t c h n u m b e r s ( O n c e
d a i l y - b e f o r e 2 : 0 0 p m )
R u n A u t o - I n v o i c i n g M a s t e r P r o g r a m
1 8 7 - N
O r a c l e
R e c e i v e b a t c h n u m b e r
C a l l o r e m a i l b a t c h n u m b e r t o
d i s t r i b u t i o n c e n t e r
R e c e i v e b a t c h n u m b e r . ( P r i n t l a b e l s & s h i p )
R e c e i v e p k g o f c h e c k s f r o m t h e
b a n k - d a i l y
B a n k
P o s t p a y m e n t t o T R I S
T R I S
P o s t p a y m e n t t o O r a c l e
O r a c l e
G e n e r a t e p a s t d u e r e p o r t r e
e q u i p m e n t
1 9 9 - N
O r a c l e
C u s t o m e r r e c e i v e s p a s t d u e n o t i c e
( e q u i p m e n t o n l y )
S e n d p a s t d u e n o t i c e s
2 0 2 - N
M a k e c h a n g e s t o c u s o m t e r a c c o u n t
r e c e i p t s
2 0 3 - N
R e c e i v e I n q u i r y
R e c e i v e I n q u i r y
M a j o r A c c t R e p s e t s a p p t
2 0 9 - N
M a k e s a p p t
C o n fi r m a p p tM e e t R e p /
M a j A c c t R e p m e e t s c u s t o m e r
M e e t s C u s t o m e r
E q u i p m e n t o n H a n d ?
Y e s
M a k e a p p t f o r d e m oN o T y p e o f A c c t ?
M a j o r A c c t
I s t h i s t h e fi r s t e n t r y
R i g h t e q u i p m e n t ?
B e l i e v e s o
R e c e i v e E q u i p m e n t
N o
R M A S y s t e m n o t w o r k i n g
p r o p e r l y . R e t u r n s d o n ' t g e t c r e d i t e d
R e c e i v e s p r o b l e m
2 2 5 - NC o r r e c t p r o b l e mS e l f - c o r r e c t ?
L o c a l s e r v i c e o ffi c e a t t e m p t s t o
c o r r e c t
E q u i p m e n to r
C o v e r a g e
P r o b l e m e v a l u a t i o n
R e f e r t o T C S
F i l l O U t t r o u b l e t i c k e t
C S R T a k e s c u s t o m e r i n f o
W h a t p r o b l e m ?
M a k e c h a n g e s i n T R I S , M I B A S
B i l l i n g
N o n - fi n a n c i a l
T r o u b l e s h o o t i n gC a n A C D H a n d l e
P r o b l e m ?R e s o l v e P r o b l e mY e sE q u i p m e n t
N o
R e c e i v e R e p o r t
C u s t o m e r l o s t / s t o l e n p h o n e
R e p o r t s l o s t / s t o l e n p h o n e
C S R c a p t u r e s i n f o
S e n d s i n f o t o S p e c i a l P r o j e c t s
R e c e i v e s i n f oV e r i f y i n f o
T R I S
C o r r e c t I n f o ?T e r m i n a t e B i l l i n gY e s
N o
A c c e s s M o d u l e
R e a l - T i m eI n t e r a c t i o n
W h y c a n ' t c u s t o m e r p a y b y c r e d i t c a r d ?
P r e - P a y ?
N o
H o l d s c h e c k u n t i l c u s t a c c t i s c r e a t e d . T h e n
s u b m i t c h e c k t o a c c t g
Y e s ( 1 0 - 1 5 % )
O n l y 5 % o f c u s t o m e r c o n t a c t s i n i t i a t e d b y c u s t o m e r i n r e s p o n s e
t o m k t g p i e c e9 5 % o f D i r e c t S a l e s C o n t a c t
i n i t i a t e d b y D A E
C S R R e c e i v e s T e r m i n a t i o n
R e q u e s t
D i s c u s s r e a s o n f o r r e q u e s t
C S R A c c e s s e s i n f o s y s t e m s
T R I S M I B A S
C a n c u s t o m e r b e r e t a i n e d ?
R e q u e s t s w r i t t e n d e a c t i v a t i o n
r e q u e s t
P r e p a r e w r i t t e n r e q u e s t .
R e c e i v e d e a c t i v a t i o n
r e q u e s t
P u t " T e m p o r a r y S u s p e n d " o n
a c c o u n t
M a k e S u s p e n s i o n P e r m a n e n ( a f t e r 3 0
d a y s )
D e a c t i v a t i o n R e p o r t
R e c e i v e s d e a c t i v a t i o n
r e q u e s t
D i s c u s s R e a s o n s f o r
r e q u e s s tR e t a i n ?
Y e s
E m a i l d e a c t i v a t i o n o r d e r t o s p e c i a l
p r o j e c t s ? ? ?
T y p e o f P r o b l e m ?
R e c e i v e s c a l l
M a k e s P a y m e n t A r r a n g e m e n t sC u s t o m e r
W i l l i n g t o P a y ?
Y e s
O v e r d u e
P u t " T e m p o r a r y S u s p e n d " o n
a c c o u n t
N o
C S R o p e n s T R I S , M I B A S
T R I S M I B A S
O p e n T R I S , M I B A S
C a n A C D R e s o l v e ?
F i l l o u t C h a n g e O r d e r F o r m
Y e s
N o
M a k e C h a n g e s i n T R I S , M I B A S
R e c e i v e s c h a n g e r e q u e s t
C S R O p e n s T R I S / M I B A S
T R I S M I B A S
C S R E m a i l s C h a n g e O r d e r t o
S p e c i a l P r o j e c t s
R e c e i v e C h a n g e O r d e r E m a i l
V e r i f y e x i s t i n g s e r v i c e sD e a c t i v a t e / C h a n g e
s p e c i fi e d s e r v i c e
H o w d o e s b i l l i n g fi n d o u t a b o u t t h i s c h a n g e ?
R e c e i v e s c h a n g e r e q u e s t
R e f e r t o A C D / C S R
O n l y 5 - 1 0 % o f l e a d s c o m e v i a t h i s
r o u t e . C l o s u r e r a t e s o n t h i s t y p e o f l e a d
a p p r o x i m a t e 2 0 %
W h a t h a p p e n s f r o m h e r e t o h e r e ?
A S R I n s p e c t s r e a c c u r a c y
2 6 - NA S R I n s p e c t s
r e a c c u r a c y
G o v t A c c t C o m m A c c t
C o m p l e t e / R e v i s e
I n a c c u r a t e
I n a c c u r a t e
I n a c c u r a t e
S e e " C r e d i t A p p r o v a l P r o c e s s "
O ff e r C u s t O p t i o n s
R e l e a s e " C r e d i t H o l d " v i a A C C E S S
M o d u l e
A C C E S S M o d u l e
E n t e r I n f o i n t o O r d e r T r a c k e r
W h o e l s e u s e s t h i s s y s t e m ? W h e n ?
T h i s n e v e r r e a l l y h a p p e n s ? ? ?
F r o m r e q u e s t t o r e c e i p t c a n t a k e
d a y s / w e e k s / m o n t h s ?
N o
J o y c e h a n d l e s t h i s . C a l l s s a l e s r e p s t o c l e a r u p . W i l l t y p i c a l l y t r y t o c a l l 3
t i m e s . I f n o r e s p o n s e w i t h i n 7 d a y s , t h e i s s u e i s d i s c a r d e d . C u s t o m e r
n o t a c t i v a t e d .
Y e s N o
D e l i v e r e q u i p m e n t t o
c u s t o m e r
A n y i n f o s y s t e m e n t r y ?
T y p e o f P r o b l e m ?
P r o v i s i o n i n g
S y s t e m
I s o l a t e d E q u i p m e n t
E r i c t o fi x
B i l l i n g
T y p e o f P r o b l e m
S u s p e c t e dB i l l i n g
E r r o r
A l l O t h e r s
W h e r e d i d p r o b l e m
o r i g i n a t e ?
S p e c i a lP r o j e c t s
S a l e s
U n d e r w h a t c i r c u m s t a n c e s m i g h t s a l e s r e f e r p r o b l e m t o C S R ?
N o D o c u m e n t a t i o n
A C D
? ? ? ? ? ? ?
C u s t o m e r( W e l c o m e C a l l )? ? ? ?
E q u i p m e n t r e a d i l y
a v a i l a b l e ?
Y e s
H a v e c u s t o m e r g e t e q u i p m e n t
f r o m d e a l e r
T y p e o f P r o b l e m ?
T e c h n i c a l
Y e s
N o t i f y S P o f S o l u t i o n
R e c e i v e i n f o r e s o l u t i o n f r o m
T C SS P C a l l s
C u s t o m e r
C u s t o m e r l e a r n s o f S o l u t i o n A c h i e v e d
C u s t o m e r S a t i s fi e d ?Y e s
N o - A n g r y
E T F ?
I n f o r m C u s t o m e r o f D e - a c t i v a t i o n
P r o c e s s
C u s t o m e r s t i l l w a n t s t o
D e a c t i v a t r e ?
T e r r o r i s t
V a l u e D i s c o n fi r m e dN o
F a x D e a c t i v a t i o n O r d e r t o S P
Y e s
N o
I n f o r m C u s t o m e r o f F e e
L e a r n s o f F e e
D r o p I s s u e ?
Y e s
R e q u e s t s C o n v e r s a t i o n w i t h
H i g h e r l e v e l
N oC u s t o m e r r e q u e s t s
d e a c t i v a t i o n
E T F ?
I n f o r m C u s t o m e r o f F e e
I n f o r m C u s s t o m e r o f D e a c t i v a t i o n
P r o c e s s
N o
Y e s
R e c e i v e s R e f e r r a l
R e f e r t o C u s t o m e r
A c c o u n t i n gB i l l i n g
V e r i f y P r o b l e m i n T R I S / M I B A SC r a f t S o l u t i o nS o l u t i o n
P o s s i b l e ?Y e s
C u s t o m e r A c c t g M a n a g e r C a l l s
C u s t o m e r
N o
C o m m u n i c a t e s o l u t i o n t o S P
R e c e i v e S o l u t i o n i n f o F r o m C u s t
A c c t g
C o m m u n i c a t e S o l u t i o n t o
C u s t o m e r
C u s t o m e r l e a r n s o f p r o p o s e d s o l u t i o nS a t i s fi e d w i t h
S o l u t i o n ? Y e s
R e f e r C u s t o m e r t o C u s t A c c t g
M a n a g e r
C u s t A c c t g M a n a g e r r e c e i v e s r e f e r r a l O R
C a l l s c u s t o m e r b a c k
M a n a g e r d i s c u s s e s a l t e r n a t i v e s w i t h
C u s t o m e r
C u s t o m e r l e a r n s o f A l t e r n a t i v e s
N o
N o ,B u t . . . . .
T r a n s f e r t o S a l e s
E q u i p m e n t E d u c a t i o n
R e c e i v e R e f e r r a l f r o m S P
S e t u p A p p t / M e e t w i t h C u s t o m e r
M e e t w i t h S a l e s R e p
W o r k s w i t h S a l e s R e p t o
l e a r nS a t i s fi e d w i t h
O u t c o m e ?Y e s
N o
D e a c t i v a t i o n P r o c e s s
R e q u e s t m e e t i n g w i t h R e g i o n
M a n a g e rN o
R e f e r t o R e g i o n M a n a g e r
Y e s - C o m m e r c i a l
D e l i v e r c h e c k t o A S R
A S R S u b m i t c h e c k t o A c c t g
? ? ? ? ? ? ?
T y p e o f O r d e r ?
S u b m i t C A t o I OS u b m i t C A & E -S o f t o I O
E q u i pO n l y
E q u i p&
S e r v
A c c u r a t eA c c u r a t e
P r i n t H a r d C o p y o f A l l E l e c t
F o r m sK e y a l l I n f o i n t o
A C C E S SF i l e P a p e r C o p i e s i n
S t a g i n g A r e a
O r d e r T r a c k e r-N
A C C E S S a u t o m a t i c a l l y
i n p u t s s e l c t i n f o t oO r d e r T r a c k e r
H o u r l y
W h e n i s I M E I G e n e r a t e d ?- - F o r E q u i p m e n t w / S e r v i c e
- - F o r S e r v i c e O n l y
W h e r e & b y w h o m ?
R e c e i v e N o t i fi c a t i o n o f C r e d i t H o l d
R e l e a s e
C o l l e c t P a p e r D o c u m e n t s f r o m
S t a g i n g A r e a
S e n d P a p e r D o c s t o O r d e r
E n t r y
G e t P a p e r D o c s f r o m S t a g i n g
A r e a
D o I h a v e T i m e t o R e s o l v e ?
N o
C a l l A S R / D e a l e r C o o r d i n a t o rY e s R e s o l v e d
P l a c e O r d e r i n T r o u b l e B i n
N o
R e c e i v e R e q u e s t f o r R M A #
C r e d i t o r R e p l a c e
O r d e r ?
K e y i n t o C r e d i t F o r m o n O R A C L E
K e y i n t o " R e p l a c e " f o r m o n O R A C L E
C r e d i t
R e p l a c eP r i n t " O p e n
R e t u r n " D e t a i l R e p o r t
S e n d T i c k e t & U n i t t o L o c a l
S e r v i c e O ffi c e
D i s c u s s n e e d s / i n t e r e s t s o f
c a l l e rQ u a l i fi e d ?
5 1 7 - N
S e n d T h a n k y o u / S o r r y l e t t e r
N o
E n t e r c u s t i n f o i n t o G O L D M I N E
Y e s
G o l d M i n eW O R D S o f t w a r e
W h e r e s h o u l d l e a d s h e e t g o ?
E m a i l L e a d S h e e t
D e a l e r o r D i r e c t ?
D e a l e r o f D i r e c t ?
D e a l e r o r D i r e c t ?
N W
G u l f
E m a i l t o R e p
E m a i l t o D e a l e r C o o r d i n a t o r
D i r e c t
D e a l e r
G o v t R e p s e t s a p p t
D l r C o o r d D i s t r i b u t e s t o
a p p r o p r i a t e D e a l e r
E n t e r L e a d A s s i g n m e n t i n t o
G O L D M I N E
A c c e p t s / A s s i g n s L e a d
E m a i l a c c e p t a n c e / a s s i g n m e n t t o
C R C
D l r C o o r d i n a t o r e m a i l s a s s i g n m e n t t o
C R C
G O L D M I N E
C R C F o l l o w s u p w i t h r e p / D e a l e r
C o o r dS a l e ?
E n t e r S a l e D e t a i l s i n t o
G O L D M I N E
R e c o r d N o S a l e i n t o G O L D M I N E
Y e s
N o
G O L D M I N E
S O M E B O D Y T r a n s m i t s r e c o r d s d a i l y t o A M D O B S
4 3 6 - N
T R I S
A M D O B S r e c e i v e s t a p e s
d a i l y
A M D O B S s e n d s b i l l i n g a r e p o r t o f r e c o r d s r e c e i v e d
R e c o n c i l e s r e p o r t w i t h t r a n s m i s s i o n
( d a i l y )
S O M E B O D Y s e n d s d a i l y n o t i c e t o B i l l i n g o f
r e c o r d s s e n t
A M D O B S u p l o a d s " P r e - B i l l 2 " R e p o r t t o B i l l i n g
( a b o u t 4 d a y s b e f o r e b i l l i n g c y c l e )
B i l l i n g s d o w n l o a d s " P r e - B i l l 2 " R e p o r t
R e v i e w E x t r a c t R e p o r t
4 4 4 - NR e v i e w C a l l
D e t a i l R e p o r t
4 4 5 - NR e v i e w i n v o i c e
m e s s a g e s
4 4 6 - N N o t i f y A M D O B S o f a n y n e c e s s a r y
c h a n g e s
A M D O B S a d j u s t s a s n e c e s s a r y
A M D O B S u p l o a d s B i l l i n g R e p o r t ( n e x t
d a y )
B i l l i n g s d o w n l o a d s B i l l i n g s R e p o r t
S a m p l e / R e v i e w 1 0 - 1 5 a c c t s / c y c l e
w / D i s p a t c h R o a m i n g
S a m p l e / R e v i e w 1 0 -1 5 a c c t s / c y c l e w i t h
C e l l R o a m i n g
S a m p l e / R e v i e w 1 0 -1 5 a c c t s / c y c l e
w / L D
R e v i e w n e w r a t e p l a n s / c h a r g e c o d e s
f o r a c c u r a c y
R e v i e w T a x e s a n d F e e s f o r
a c c u r a c y
R e v i e w # o f m e s s a g e s f o r e a c h r a t e p l a n : c o m p a r e
a n d t r e n dA p p r o v e ?
R e t u r n t o A M D O B S f o r c o r r e c t i o n s
R e t u r n t o A M D O B S f o r
m a i l i n g
N o
Y e s
A M D O B S m a k e s c o r r e c t i o n s &
R e s u b m i t s
A M D O B S f o r w a r d s t o f u l fi l l m e n t v e n d o r
C u s t o m e r r e c e i v e s m o n t h l y s t a t e m e n t
C l e a r & A c c e p t
N o
P a y s b i l l
F u l fi l l m e n t v e n d o r m a i l s i n v o i c e t o
c u s t o m e r
U n b i l l a b l e s ?N o
A c q u i r e M Z # s f r o m A M D O B S
A M D O B S p r o v i d e s M Z # s
S a m p l e 2 0 a c c t s p e r c y c l e p e r m o n t h
4 6 9 - NC o n t a c t C u s t o m e r S u p p o r t
o r T r o u b l e M a n a g e m e n t t o r e c o n c i l e s a m p l e d a c c o u n t s
A S R e x p l a i n s b i l l t o c u s t o m e r
4 7 1 - N
C u s t o m e rU n a b l e
t oU n d e r s t a n d
B i l l
C u s t o m e r U n d e r s t a n d s B i l l
S e e N o t e4 7 3 - N
I s e a c h D A E a s s i g n e d a t e r r i t o r y ? W h a t p r o b l e m s d o e s t h i s p r e s e n t ?
I s t h e r e a c a p , o r a p o l i c y , r e t h e n u m b e r o f D A E s p e r d i s t r i c t / R e g i o n ?
W h a t p r o b l e m s a r e c a u s e d b y t h e q u o t a / P r o b a t i o n S y s t e m ? O f t h o s e w h o f a i l t o
r e a c h q u o t a , h o w m a n y a r e o n p r o b a b t i o n ? I s t h e q u o t a b a s e d o n a r o l l i n g
1 2 m o n t h s ?
S c a n I M E I sC o r r e c t U n i t ?
K e y i n f o i n t o O R A C L E
O R A C L E
S e e i m p o r t a n t n o t e
G e n e r a t e P a c k i n g S l i p
O R A C L E
I n v o i c e r e q u i r e d ?
P r i n t I n v o i c eP r i n t s h i p p i n g l a b e l
W r i t e R M A # o n B o x
V e r i f y C o n d i t i o n o f e q u i p m e n t
T y p e o f E q u i p m e n t
C r e d i t A d j u s t m e n t ?
R e t u r n t o S t o c kN o t i f y O R A C L E o f r e t u r n
S e n d C r e d i t i n s t r u c t i o n s t o C o r p
A c c t g v i a E m a i l
R e c e i v e c r e d i t i n s t r u c t i o n s f r o m
D C
? ? ? ?
O r d e r a c t i v i t y i n c r e a s e s d r a m a t i c a l l y t o w a r d e n d o f m o n t h . A l s o , a t e n d o f m o n t h , D C i s
f r e q u e n t l y i n t e r r u p t e d b y c a l l s f r o m s a l e s r e q u e s t i n g t h a t I M E I s b e f a x e d . T h i s
p h e n o m e n o n a p p e a r s t o b e r e l a t e d t o t h e q u o t a s y s t e m
C u s t o m e r r e q u e s t s F l e e t
C h a n g e
R e c e i v e s r e q u e s t
T R I S
L o o k u p c u r r e n t fl e e t n u m b e r s i n
T R I S
D e t e r m i n e # o f R a d i o s i n v o l v e d
S u b m i t F l e e t C h a n g e F o r m t o
S P
R e c e i v e F l e e t C h a n g e F o r m
? ? ? ? ? ? ?
R e s e a r c h / D e v e lo p P r o m o t i o n s
R e s e a r c h / D e v e l o p r a t e p a c k a g e s
R e l e a s e S A M( S a l e s &
A d m i n i s t r a t i o n M e m o )
D e a l e r C o o r d sF a x t o D e a l e r s
T o a l l D e p t H e a d s
T o a l l D A E s
T o A l l A S R s
M u c h a d d i t i o n a l m a p p i n g c a n b e d o n e r e t h e s e p r o c e s s e s , w h i c h t y p i c a l l y i n v o l v e s e v e r a l o t h e r d e p a r t m e n t s , e s p e c i a l l y i n t h e
d e v e l o p m e n t a l p h a s e . H o w e v e r , i m p o r t a n t t o n o t e t h a t t h e o n l y m e a n s o f c o m m u n i c a t i n g n e w p r o m o t i o n s o r r a t e p r o g r a m s i s t h e S A M . T h e r e
a p p e a r s t o b e n o t r a i n i n g t a k i n g p l a c e i n a n y d e p a r t m e n t ( i n c l u d i n g s a l e s ) r e t h e i m p i c a t i o n s o f t h e s e p r o m o t i o n s a n d r a t e c h a n g e s
D e v e l o p i n g n e w C u s t o m e r I n v o i c e
T h i s i s l a u d a b l e , i n v i e w o f t h e d i ffi c u l t y c u s t o m e r s h a v e
u n d e r s t a n d i n g t h e c u r r e n t i n v o i c e s . H o w e v e r , w h a t c u s t o m e r i n p u t i s
d r i v i n g t h i s d e v e l o p m e n t ?
A l l i n f o r e q u i r e d b y T R I S a n d M I B A S m u s t b e k e y e d i n s e p a r a t e l y . w h e n b o t h a r e n o t e n t e r e d , a s y s t e m i c p r o b l e m
a r i s e s
Pre-Sa le
R e c e i v e t h a n k y o u / s o r r y l e t t e r
M a i l I n f o P a c k e t t o C u s t o m e r .
5 2 2 - N
T o D e a l e r C o o r d s
M e r g e w i t h E l e c t r o n i c L e a d S h e e t i n M i c r o s o f t
W o r d
R e c e i v e I n f o P a c k e t
N E
S o m e
F e w
M o s t
D e a l e r C o n t a c t P r o c e s s i n g
T h e r e s e e m t o b e s e v e r a l o p t i o n s e x e r c i s e d b y i n d i v i d u a l
D A E / A S R . S o m e s i m p l y n o t i f y A c c t g t h a t c u s t o m e r h a s
a g r e e d t o p r e p a y - b u t c u s t o m e r d o e s n ' t a c t u a l l y p a y u n t i l r e c e i p t o f i n v o i c e . S o m e
c o l l e c t t h e c h e c k a n d h o l d u n t i l p h o n e i s d e l i v e r e d . O t h e r s
s e n d t h e c h e c k t o a c c o u n t i n g f o r c r e d i t c l e a r a n c e .
Activa tio n
W h a t a r e t h e s t e p s a f t e r c h e c k g e t s t o a c c t g ?
Y e s - C o m m e r c i a lY e s - G o v t , M a j o r A c c t
W h a t ' s t h e f r e q u e n c y o f t h i s
e v e n t ? H o w m a n y a c c t s a r e 3 0 , 6 0 , 9 0 d a y s
p a s t d u e ?
P a y I n v o i c e ?
Y e s
N o
N e e d t o fi n d o u t w h a t h a p p e n s n e x t , a n d w h y c r e d i t
i s s o m e t i m e s n o t a p p l i e d . H o w b i g a p r o b l e m i s
t h i s ?
T R I S M I B A S
C u s t o m e r i n f o r m e d t h a t t h e r e i s n o o p t i o n
b u t t o p a y t h e b i l l
N e e d t o fi n d o u t w h o t h i s i s .
Y e s
Y e s
N o
Y e s
Tractor Transmission RepairValue Stream Analysis based onMarket Opportunity #5
Service: Repair Processes
Critical Areas of Focus
Scheduling
Diagnosis
Repair
MVS
CNH +24%
CE +17%
AG +27%
Full Year Sales Trends
MVS
Highest Earnings Per ShareHighest Trading Profit
Record Year
Record Trading Cash Flow
CNH Performance In 2007
MVS
Shareholder Value
Point of intervention
Period of Change
MVS 60
BusinessPerformance
Objectives
Product/MarketStrategy
(Lead, Challenge…)
MarketingMix
Objectives(5 Ps)
ActionPrograms Budget
STRATEGY
CalculateValueGaps
Identify KeyValue Stream
Cause & EffectMatrix
Value StreamMapping
PrioritizeImprovementOpportunities
PROCESS Lean or Six Sigma Initiatives
Six Sigma MarketingThe Value-Strategy-Process Linkage
• Market
Product
Total
TotalMarket CMarket BMarket A Market D
Product B
Product A
Product C
• Market
Product
Total
TotalMarket CMarket BMarket A Market D
Product B
Product A
Product C
Develop Value Model
Identify& Prioritize
Quality DriversCompetitiveValue Matrix
Competitive Strengths & Weaknesses
MarketValue
Opportunities
VALUE
Strategic
Focus
MVS 61
For More Information
Reg Goeke814-234-2486
www.MarketValueSolutions.com