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Overall Guidance for Service Delivery Excellence 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 Second Module That Educates Associates on 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 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. This Module Provides Guidance That Covers All Stages of the Member Life Cycle Topics Covered in This Module: • Guidance that applies to all stages of the Service Delivery Excellence Program © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. There Are Eight Areas of Guidance for Service Delivery Associates That Apply Across All Stages of the Member Life Cycle Service Delivery Excellence — Guidance for All Phases Deliver & Confirm Value Encourage Personalize Substantive Deliverables Interactions © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Leverage Tools Review & Plan Service Apply Collaborate Process Consistently Measure Success There Are Eight Areas of Guidance for Executive Programs Associates That Apply Across All Stages of Service Delivery Service Delivery Excellence — Guidance for All Phases Deliver & Confirm Value Encourage Personalize Substantive Deliverables Interactions Leverage Tools Review & Plan Service Apply Collaborate Process Consistently Measure Success Social Contracting Social contracting establishes a common set of expectations providing the foundation for success when working with Members and Gartner associates © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. The Most Important Guideline Is to Consistently Deliver and Confirm Value With Your Member Three Steps to Deliver & Confirm Value Deliver & Confirm Value Encourage Substantive Interactions Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Collaborate Measure Success Maintain knowledge of Member’s most important Business Issues and Key Initiatives Identify timely and relevant program deliverables that provide solutions and bring value to your Member Confirm and document progress on the Business Issues and Key Initiatives in terms of measurable and/or definable value To deliver maximum value, FOCUS on the most important Business Issues and Key Initiatives for each Member. To ensure success, always CONFIRM value received © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Encourage Members to Participate in Substantive Interactions at Least Once Every 60 Days to Maximize Potential Value Substantive Interactions Drive High Member Satisfaction Deliver & Confirm Value Encourage Substantive Interactions Substantive Interactions Defined: Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Collaborate Measure Success © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. • An exchange of ideas between a Member and an Executive Partner, Executive Advisor, other Gartner expert or an ExP Member • Typically involve a visit or phone call lasting greater than 30 minutes • Include some knowledge transfer that embodies our differentiated value • From the Member’s perspective, the interaction is substantive and delivers value Encourage Members to Participate in Substantive Interactions at Least Once Every 60 Days to Maximize Potential Value Substantive Interactions Drive High Member Satisfaction Deliver & Confirm Value Encourage Substantive Interactions Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Collaborate Measure Success © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Substantive Interaction with Members every 60 Days Increases renewal rate Encourage Members to Participate in Substantive Interactions at Least Once Every 60 Days to Maximize Potential Value Substantive Interactions Drive High Member Satisfaction Deliver & Confirm Value Examples of Substantive Interactions: Encourage Substantive Interactions Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Collaborate Measure Success © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. • Executive Partner Visits (strategy meetings) • Executive Advisor Visits (review meetings) • Inquiry with analyst • Contract/Document reviews • On-site briefing • Peer networking • Contextualized research • Consultation • Workshops Personalized Deliverables Drive Member Satisfaction and Make the Service Delivery Associate an Indispensable Resource for the Member Standard vs. Personalized Deliverables Deliver & Confirm Value Encourage Substantive Interactions Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Deliverable All Standard Delivery Member Published finds research relevance reports on their own Identify networking peer and arrange meeting Tell the Discuss Personalized Modify standard Member why interaction Delivery before and Example deliverables they should and make more relevant and useful to Member needs Collaborate Measure Success Research Peer Networking read the research. Demonstrate how Member can access content on the Member website after connection Symposium Tools & Templates Inquiry VIP services Self-service Member on Member speaks to website an analyst Arrange tailored analyst 1:1’s with your Member. Provide tailored access to all Gartner tools and templates Help build the Member’s agenda and recommend specific presentations. Prepare analyst with preinquiry briefing. Attend call. Suggest follow-up Arrange networking opportunity with other Members Personalize deliverables to accommodate Member preferences and address their Business Issues and relevant Key Initiatives © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Personalized Deliverables and Substantive Interactions Centered Around the Member, Along With Confirmed Value, Lead to Retention The Value Delivery Formula Deliver & Confirm Value Encourage Substantive Interactions Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Collaborate Substantive Interactions + Personalized Delivery + Focus on Business Issues and Key Initiatives Measure Success © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. x Confirmed Member Value = Member Retention Member Management Tools Should Be Used to Track Member Interactions, Store Member Data and Share Information Member Information Management Tools Deliver & Confirm Value Encourage Substantive Interactions Ensure: • Service quality Personalize Deliverables • Facilitates collaboration Leverage Tools • Support Value Reviews Review & Plan Service Apply Process Consistently Collaborate Measure Success © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. • Leads to higher retention Member Management Tools Should Be Used to Track Member Interactions, Store Member Data and Share Information Member Information Management Tools Deliver & Confirm Value Encourage Substantive Interactions Gartner Tool That Tracks Member Information Information Stored in Client Connect: • Membership Details • Contact Details Personalize Deliverables • Member Details Leverage Tools • Substantive Review & Plan Service Client Connect • Apply Process Consistently • Collaborate • Measure Success © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. • • Interactions Activities Value Planning Gartner Team RAG Status Events Member Management Tools Should Be Used to Track Member Interactions, Store Member Data and Share Information Member Information Management Tools Deliver & Confirm Value Encourage Substantive Interactions Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Collaborate Value Planning records Member’s Key Initiatives, value received and planned activities Measure Success © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Information available in the Value Plan Section of Client Connect: • Member Defined Initiatives and Business Goals • Plan interactions • Value Received • Supporting Activities Member Management Tools Should Be Used to Track Member Interactions, Store Member Data and Share Information Real-time and Monthly Dashboard Reporting Deliver & Confirm Value Joe Smith ABC Company Encourage Substantive Interactions Jim Tyler 090898 Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Collaborate Measure Success © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 090898 Member Management Tools Should Be Used to Track Member Interactions, Store Member Data and Share Information Member Information Management Tools Deliver & Confirm Value Encourage Substantive Interactions Copyright © 2006 by ValueVision Associates, LLC ValuePrompter® Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Collaborate Measure Success © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Client Connect Impact Assessment • ValueSelling: • ValuePrompter ® • Opportunity Assessments Tool • Client Connect: • Dashboards • Pipeline • Account Planning Kit • Impact Assessment • Proposal Generator • Engagement Maps • Deal Review Boards (DRBs) Review and Confirm Value Received Quarterly to Ensure That Member Is Receiving Sustained Value Proactive Planning & Delivery Deliver & Confirm Value Encourage Substantive Interactions Membership Begins Q1 Review Meeting Personalize Deliverables Q2 Review Meeting Q3 Review & Renewal Meeting Q4 Review & Renewal Meeting Leverage Tools Review & Plan Service Apply Process Consistently Collaborate Measure Success The Service Delivery associate and Member should review the value received and plan future delivery quarterly. Document the value received in Client Connect © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Service Delivery Excellence Provides the Guidance to Apply Processes Consistently and Effectively Process Definition Drives Consistency Deliver & Confirm Value Encourage Substantive Interactions Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Collaborate Measure Success Service Delivery Excellence © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Executive Programs Section on Gartner at Work Greater Collaboration Within Executive Programs and Across Gartner Enhances the Member Experience Enhanced Collaboration Deliver & Confirm Value Encourage Substantive Interactions Within Executive Programs Executive Programs Collaborate with Executive Programs peers Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Across Gartner Exchange information with the greater Gartner team to maximize value for Members Collaborate Measure Success © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Sales Member Consulting Research We Measure Our Ongoing Success Through a Series of Metrics Aligned Against Strategic Themes Metrics for Executive Programs Deliver & Confirm Value Encourage Substantive Interactions Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Collaborate Measure Success Metrics Executive Programs Dashboard 1. 2. 3. 4. 5. 6. 7. © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Financial Profit & Loss Substantive Interactions Member Retention Member Growth Utilization Process improvements Pipeline We Measure Our Ongoing Success Through a Series of Metrics Aligned Against Strategic Themes Metrics for Executive Programs Deliver & Confirm Value Encourage Substantive Interactions EXAMPLE — RAG Status Metric Definition Green: Member is expected to renew and there are no significant issues Amber: Renewal is at-risk. We are working to resolve significant issues Red: Member is not expected to renew. There are issues that are not likely to be resolved Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Collaborate Measure Success © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. We Measure Our Ongoing Success Through a Series of Metrics Aligned Against Strategic Themes Metrics for Executive Programs Deliver & Confirm Value Encourage Substantive Interactions Personalize Deliverables Leverage Tools Review & Plan Service Regularly reviewed by leadership to: • • • • • Forecast retention rate Forecast revenue Plan capacity Focus on critical areas Improve operations over time Apply Process Consistently Collaborate Measure Success © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Social Contracting Establishes a Common Set of Expectations that Provides the Foundation for Success When Working With Members and Gartner Associates Encourage Substantive Interactions Personalize Deliverables Leverage Tools Review & Plan Service Apply Process Consistently Social Contracting Deliver & Confirm Value Collaborate Measure Success © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Watch the seven-minute Webcast by Michael Bungay Stanier From Box of Crayons Thank You for Participating in This Training Topics Covered in This Module: • Guidance that applies to all stages of the Service Delivery Excellence Program © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.