“We embed best practice discipline in business so our clients learn more about their customers faster than the competition”

Design for Innovation offers a variety of services and programs for optimizing the productivity-capability balance of your organization.  

We provide the following strategic information, customer and innovation management solutions based on best practice principles:

We use various mechanisms customized to your needs and preferences for delivering these solutions, including: workshops, seminars, consultations, coaching and mentoring assignments, training programs and projects. 

Business Performance Management (BPM)

The BPM Review provides a detailed analysis of how efficiently and effectively your organization measures and manages all its information requirements for continuous performance improvement.

Primary Objective: to understand info-capture and processing requirements to fully utilize and optimize existing and planned customer and innovation management capabilities; and, facilitate effective capture, processing, analysis and application of this information to increase and / or extend customer lifetime value and profitability.

Needs Addressed: information collection is not fully utilized; and, in order to fully utilize existing customer and innovation management arrangements, information not captured at present must be fully integrated with the existing info-capture set-up and revised, in order to optimize data collection, processing and analysis options for maximum benefit.

Framework Used: we compare your business performance with best practice, by examining:

Quality of measurement practices:

   ◊ Are the right things being measured?

   ◊ Are they being measured in the right way?

Quality of management practices:

   ◊ Are the data captured and analyzed?

   ◊ Are the data acted upon effectively?

We identify how efficiently and effectively your company uses it information systems and processes to measure and manage:

Stakeholder satisfaction: who are your stakeholders and what do they want and need?

Strategies: what strategies do you have to put in place to satisfy the wants and needs of these key stakeholders?

Processes: what critical processes do you require if you are to execute these strategies?

Capabilities: what capabilities do you need to operate and enhance these processes?

Stakeholder contributions: what contributions do you require from your stakeholders if you are to maintain and develop these capabilities?

Outcomes Delivered: in this program you will create a roadmap for:

   ◊ Maximizing business performance efficiency and effectiveness
       with your existing resources and capabilities; and,

   ◊ Developing an effective business performance management
       model for monitoring and managing your progress in
       embedding best practice BPM discipline in your business.

Customer Solution Development (CSD)

The CSD Review provides a detailed analysis of how efficiently and effectively your organization measures and manages both current and potential customer value for sustainable value creation.

Primary Objective: to organize the collection and processing of data to yield the patterns governing customer behaviour that directly influence their lifetime value and ultimate bearing on the current and future profitability of the company.

Needs Addressed: effective customer management requires informed decision-making from effective, accurate, relevant, user-friendly data-based customer intelligence: the ability to understand who and why and when customers act in a particular way, and its impact on current and future value and business profitability.

Framework Used: we compare your involvement with your customers with best practice for identifying, developing and retaining customers by examining:

Your understanding of your markets and customers:
  
   ◊ How well you understand the market environment
  
   ◊ How well you understand your customer's wants and needs
  
   ◊ How well you create and manage your customer / market
      segments

How you involve your customers in designing products and services:
  
   ◊ How you develop new concepts and plans for products and
      services
  
   ◊ How you design, build, and evaluate prototypes
  
   ◊ How you refine and customize products or services, then test
      their effectiveness

How you market and sell your products and services:
  
   ◊ How you secure channels of distribution
  
   ◊ How you establish pricing
  
   ◊ How you develop advertising and promotion strategies
  
   ◊ How you develop and deploy a sales force
  
   ◊ How you process orders
  
   ◊ How you develop customers

How you involve your customers in delivering your products and services:
  
   ◊ How you offer broad delivery options to become the supplier of
      choice
  
   ◊ How you use delivery customization to attract and retain your
      core customers
  
   ◊ How you identify your customers' delivery needs
  
   ◊ How you develop your distribution capability

How you provide customer service:
  
   ◊ How you establish "points-of-contact" excellence
  
   ◊ How you build cross-functional "points-of-contact" cooperation
 
   ◊ How you train employees to improve customers' expectations
      for products and services

How you manage customer information:
  
   ◊ How you build customer profiles
  
   ◊ How you establish service information
 
   ◊ How you measure customer performance and satisfaction

Outcomes Delivered: in this program you will create a roadmap for:

   ◊ Optimizing customer involvement in customer solution
      development throughout the product / service lifecycle; and,
  
   ◊ Developing an effective customer relationship management 
      model for monitoring and managing your progress in embedding 
      best practice CSD discipline in your business.