Transcript Document

The Value Review Stage
EXECUTIVE PROGRAMS SERVICE DELIVERY EXCELLENCE PROGRAM
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
This Is the Seventh Module in the Service Delivery
Excellence Program
Web-Based Training Program for the Service Delivery Excellence Program
Module #
Topic Covered
1
Introduction to Service Delivery Excellence
2
Overall Guidance for Service Delivery Excellence
3
Stage 1: Presale Definition and Guidance
4
Stage 2: Architected Onboarding Definition and Guidance
5
Stage 3: Value Planning Definition and Guidance
6
Stage 4: Value Delivery Definition and Guidance
7
Stage 5: Value Review Definition and Guidance
8
Stage 6: Renew Definition and Guidance
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
In This Module We Cover Two Topics
Topics Covered in This Module
 Value Review Stage definition
 Guidance for the Value Review Stage
5
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Quarterly Reviews Are Critical Checkpoints Where We
Confirm Value Received and Plan for Future Delivery
Value Review Stage of the Service Delivery Process
Value Review Stage
The stage where we review the
value received by the member.
Provides Service Delivery
opportunities to adjust our
delivery approach as needed
to ensure the member
experience meets expectations
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
5
Quarterly Reviews Formally Establish That
the Program Is on Track for the Member
The need for Quarterly Reviews
Benefits to Member
Member has a scheduled
opportunity to discuss:




Value received
Any concerns
Current priorities
Future planned activities and
expected value
 Progress made against the most
important business initiatives
 Additional ways to leverage
Executive Programs
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Quarterly Reviews Formally Establish That
the Program Is on Track for the Member
The need for Quarterly Reviews
Benefits to Member
Member has a scheduled
opportunity to discuss:
Benefits to Service Delivery Associates
Service Delivery associate has a scheduled
opportunity to uncover:




Value received
Any concerns
Current priorities
Future planned activities and
expected value
 Progress made against the most
important business initiatives
 Additional ways to leverage
Executive Programs
 Issues, and make adjustments
 Opportunities to be proactive in
Service Delivery and see into current
needs more clearly
 Evolving member business issues and
key initiatives
 Opportunities to consistently deliver timely
and relevant value
Quarterly reviews are a great opportunity to work with the member to
measure and confirm the value received
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
There Are Four Steps in the Value Review Stage
Value Review Stage Process Steps
1
Prepare for
Review
Prepare for
Review
Execute Review
Document
Communicate
With
Stakeholders
Communicate
With
Stakeholders
4
2
Document
3
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Execute
Review
The First Step Is to Prepare for a Value Planning Review
Discussion With the Member
Guidance for Step
Prepare for
Review
Execute Review
Document
Communicate
With Stakeholders
1
of Value Review
Hold Internal
Review Meeting
Sales team
Executive Programs team
Extended Gartner team
Meeting Actions
& Discussion Topics
 Service Delivery associate actions:
 Share Value Planning activities
and results
 Ask the Sales associate to send
current Impact Assessment,
Account Plan, Opportunity
Assessment and ValuePrompter®
 Propose the agenda for the
member meeting
 Schedule a debrief discussion
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
The First Step Is to Prepare for a Value Planning Review
Discussion With the Member
Guidance for Step
Prepare for
Review
Execute Review
Document
Communicate
With Stakeholders
1
of Value Review
Hold Internal
Review Meeting
Sales team
Executive Programs team
Extended Gartner team
Meeting Actions
& Discussion Topics
 Discussion topics can include:
 Review of member’s key
business goals, initiatives,
opportunities, substantive
interactions and value received
 Review of member input
and feedback
 Opportunities for growing
Executive Programs and other
Gartner services within the account
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
The Impact Assessment Is a Great Source of Information
About the Member and the Account
Tools Used by Sales Associates
Impact Assessment— Key Points
 The way for Sales Associates to review and
validate value received with clients across
all Gartner products and services
 Powerful fact based approach
 Connects services to key initiatives
 Provides a standard approach to renewals
 Capture
 Quantify
 Communicate
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
The Impact Assessment Is a Great Source of Information
About the Member and the Account
Tools Used by Sales Associates
Impact Assessment— Includes the following
 Account Plan
 Opportunity Assessments
 Value Prompter ®
 Executive Summary
 Usage summary for all Gartner
products and services
 Substantive Interaction (SI) detail for
high volume initiatives
 Supporting activities
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
The Second Step Is to Review Value With the Member and
Plan Future Service Delivery
Guidance for Member Review Meetings
Prepare for
Review
Member
Review Meeting
2
Extended Gartner
Team
Execute Review
Document
Communicate
With Stakeholders
Member Service
Delivery
Associate
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
The Second Step Is to Review Value With the Member and
Plan Future Service Delivery
Guidance for Member Review Meetings
2
Guidelines for Member Review Meetings
Prepare for
Review
Execute Review
Document
Communicate
With Stakeholders
 Review value received since last checkpoint
 Identify progress against business issues and key initiatives
 Determine / confirm hard dollar savings
 Review member expectations. Ask member “has Gartner met or
exceeded expectations?”
 Ask open, probing and confirming questions to
uncover new challenges
 Explore where other Executive Programs and Gartner
capabilities might assist and support the member
 Gather appropriate intelligence from Sales Impact Assessment,
Account Plan, Opportunity Assessment and ValuePrompter ®
 Determine likelihood of renewal; take appropriate action if
the membership is at risk
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
The Third Step in the Value Review Stage Is to
Update Client Connect
Guidance for Documenting the Review Meeting
Step
3
of Value Review Process
Prepare for
Review
Update
RAG Status
Execute Review
Document
Communicate
With Stakeholders
Client Connect
Update
Value Planning Tab
Log
Meeting Activity
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
The Final Step in the Value Review Stage Is to Communicate
Guidance for Communication
Step
4
Prepare for
Review
of Value Review Process
Send Summary
to the Member
Execute Review
Gartner Stakeholders
should review
Client Connect
Hold Debrief
Discussion
Document
Client
Connect
Communicate
With
Stakeholders
Service Delivery associate
should summarize review
meeting and action items
(both for member and
associate(s)) in an e-mail
to the member and copy
the participating Gartner
associates
Once the participating
associates receive the
member summary,
they should review
and/or add to
Client Connect
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Hold the debrief
discussion with
appropriate
stakeholders
(Discussion: What
we have planned for
the member)
Reviews Should Be Done Quarterly
Review Frequency
Membership
Begins
Q1
Q2
Q3
Q4




Review
Meeting
Review
Meeting
Example Situations
Where Frequency Might Vary
 Member requests less frequent reviews
 Long-term, stable relationship leads to reduced
frequency being adequate to sustain quality
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Review &
Renewal
Meeting
Review &
Renewal
Meeting
Even when the member
is not involved,
an internal review must
be done quarterly
Thank You for Participating in This Training
Topics Covered in This Module
 Value Review Stage definition
 Guidance for the Value Review Stage
5
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
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