Keys for the Future

How does a company succeed in becoming more customer-oriented? How can service orientation be lived?

With the program “Keys for the Future”, service orientation can be actively addressed. The concept provides you with a structured approach that has been tried and tested over many years. It aims at creating awareness in your company for the quality of service provision from the perspective of your internal and external customers.

The approach entails a change in perspective by developing the attitude that everyone is both customer and supplier at the same time – also when working with colleagues. All participants are enabled to identify gaps in quality and performance and to close these gaps with measurable success.

“Keys for the Future” consists of three modules that are introduced successively and applied in virtual or analog workshops.

[ult_buttons btn_title=”Download Background Information” btn_link=”url:%23download” btn_align=”ubtn-center” btn_title_color=”#ffffff” btn_bg_color=”#ffb536″ btn_bg_color_hover=”#1ba5b5″ icon_size=”32″ btn_icon_pos=”ubtn-sep-icon-at-left” btn_font_family=”font_family:Roboto|font_call:Roboto” btn_font_style=”font-weight:bold;” btn_font_size=”desktop:20px;”]
[ultimate_heading main_heading=”THREE STEPS TO CUSTOMER AND SERVICE ORIENTATION” alignment=”left”][/ultimate_heading]

“Keys for the Future” follows a pragmatic approach that supports you and your company in dealing with service provision from the customer’s point of view, and helps identify and close performance gaps:

[icon_timeline timeline_line_style=”solid” time_block_bg_color=”#ffffff” time_sep_color=”#ffffff” time_sep_bg_color=”#ffb941″ tl_animation=”tl-animation-slide-up”][icon_timeline_sep time_sep_title=”Tool 1″ seperator_title_font=”font_family:Open Sans Condensed|font_call:Open+Sans+Condensed|variant:700″ seperator_title_font_style=”font-weight:700;” time_sep_color=”#ffffff”][icon_timeline_item time_title=”TAKE CUSTOMER EXPECTATIONS SERIOUSLY” icon_type=”selector” icon=”dt-icon-the7-refresh-07″ icon_size=”32″ icon_color=”#ffffff” icon_color_bg=”#1e365c” icon_animation=”rotateIn”]The first tool in the program gives you the opportunity to put yourself in the shoes of your internal and external customers and to analyze your customer-supplier relationships.[/icon_timeline_item][icon_timeline_sep time_sep_title=”Tool 2″ seperator_title_font=”font_family:Open Sans Condensed|font_call:Open+Sans+Condensed|variant:700″ seperator_title_font_style=”font-weight:700;” time_sep_color=”#ffffff”][icon_timeline_item icon_type=”selector” icon=”icomoon-the7-font-the7-zoom-08″ icon_size=”32″ icon_color=”#ffffff” icon_color_bg=”#1e365c” icon_animation=”rotateIn”]

UNDERSTAND CUSTOMER EXPECTATIONS

Review your services from the perspective of your customers. By identifying quality and performance gaps, you will raise awareness for the expectations of your internal and external customers in the company. 

[/icon_timeline_item][icon_timeline_sep time_sep_title=”Tool 3″ seperator_title_font=”font_family:Open Sans Condensed|font_call:Open+Sans+Condensed|variant:700″ seperator_title_font_style=”font-weight:700;” time_sep_color=”#ffffff”][icon_timeline_item time_title=”MEET CUSTOMER EXPECTATIONS” icon_type=”selector” icon=”fas fa-chart-line” icon_size=”32″ icon_color=”#ffffff” icon_color_bg=”#1e365c” icon_animation=”rotateIn”]By using the third and last tool of the program, it is possible to set an example of service orientation for your employees and to close the identified quality and performance gaps with measurable success.

[/icon_timeline_item][/icon_timeline]

[ultimate_heading main_heading=”STRENGTHEN CUSTOMER AND SERVICE ORIENTATION” alignment=”left”][/ultimate_heading]

You want to live service orientation in your company? Discover “Keys for the Future”: 

[interactive_banner_2 banner_title=”CUSTOMER-SUPPLIER RELATIONSHIPS” banner_image=”id^30849|url^https://www.spconsulting.de/wp-content/uploads/2020/07/bulb.jpg|caption^Kooperationsfähigkeit und Innovationsfähigkeit|alt^Perspektivwechsel|title^Perspektivwechsel|description^null” banner_style=”style13″ el_class=”koepfchen” banner_color_bg=”rgba(10,21,68,0.75)” image_opacity=”0.9″ image_opacity_on_hover=”0.3″ banner_title_style=”font-weight:bold;”]

With the completion of the three modules, the awareness of internal and external customer expectations among your employees will be sharpened. In this way, you create the conditions for optimally functioning internal and external customer-supplier relationships.

[interactive_banner_2 banner_title=”MEET CUSTOMER EXPECTATIONS” banner_image=”id^30853|url^https://www.spconsulting.de/wp-content/uploads/2020/07/Sterne.jpg|caption^Team thinking together as a diverse group of people coming together joining hands into the shape of an inspirational light bulb as a community support metaphor with 3D elements.|alt^null|title^Sterne|description^null” banner_style=”style13″ banner_color_bg=”rgba(10,21,68,0.75)” image_opacity=”0.8″ image_opacity_on_hover=”0.3″ banner_title_style=”font-weight:bold;”]

The concept interlocks theory and practice by applying concrete services from your day-to-day business. While learning the methodology, you identify and close actual quality and performance gaps and increase the satisfaction of your internal and external customers.

[interactive_banner_2 banner_title=”EMPOWER EMPLOYEES” banner_image=”id^30852|url^https://www.spconsulting.de/wp-content/uploads/2020/07/Schnittstellen.jpg|caption^Team thinking together as a diverse group of people coming together joining hands into the shape of an inspirational light bulb as a community support metaphor with 3D elements.|alt^null|title^Schnittstellen|description^null” banner_style=”style13″ banner_color_bg=”rgba(10,21,68,0.75)” image_opacity=”0.9″ image_opacity_on_hover=”0.3″ banner_title_style=”font-weight:bold;”]

The program enables all involved parties to recognize and to measurably close quality and performance gaps. You increase the identification of your employees with their respective functions as well as the company and, in this way, enhance the service orientation in the team.

[interactive_banner_2 banner_title=”INVOLVE EMPLOYEES” banner_image=”id^30854|url^https://www.spconsulting.de/wp-content/uploads/2020/07/AdobeStock_301321704.jpg|caption^Team thinking together as a diverse group of people coming together joining hands into the shape of an inspirational light bulb as a community support metaphor with 3D elements.|alt^null|title^AdobeStock_301321704|description^null” banner_style=”style13″ banner_color_bg=”rgba(10,21,68,0.75)” image_opacity=”0.5″ image_opacity_on_hover=”0.3″ banner_title_style=”font-weight:bold;”]

The choice is yours: Keys for the Future can be applied to the service portfolio of individual employees, teams, divisions, or the entire company. The program is easily scalable and can also be fully coordinated via digital channels.

[interactive_banner_2 banner_title=”TRAIN MULTIPLIERS” banner_image=”id^30855|url^https://www.spconsulting.de/wp-content/uploads/2020/07/team.jpg|caption^Team thinking together as a diverse group of people coming together joining hands into the shape of an inspirational light bulb as a community support metaphor with 3D elements.|alt^null|title^team|description^null” banner_style=”style13″ banner_color_bg=”rgba(10,57,89,0.75)” image_opacity=”0.6″ image_opacity_on_hover=”0.3″ banner_title_style=”font-weight:bold;”]

Are your managers working at full capacity? Multipliers learn the method of “Keys for the Future” to actively support the managers. In this way, the know-how is anchored in your company and the application of the method is secured in the medium and long term.

[interactive_banner_2 banner_title=”CROSS-DIVISIONAL NETWORKING” banner_image=”id^30549|url^https://www.spconsulting.de/wp-content/uploads/2020/06/systemintelligenz-nutzen-scaled.jpg|caption^Systemintelligenz nutzen|alt^Systemintelligenz nutzen|title^Systemintelligenz nutzen|description^null” banner_style=”style13″ banner_color_bg=”rgba(10,21,68,0.75)” image_opacity=”0.8″ image_opacity_on_hover=”0.3″ banner_title_style=”font-weight:bold;”]

The interdisciplinary character of the program strengthens the cross-departmental networking in your company and breaks up historically grown silos. Our experience shows that reflecting on one’s own role as a supplier or customer increases the potential for interdisciplinary use of existing system intelligence.

[ultimate_heading main_heading=”INTRODUCTION TO THE PROGRAM” alignment=”left”][/ultimate_heading]

Each tool of the “Keys for the Future” program is accompanied by explanatory videos that vividly illustrate the procedure to strengthen customer and service orientation in your company. Below you will find an example of the introductory video for the tool “Take customer expectations seriously”:

[ultimate_heading main_heading=”DOWNLOAD A DIGITAL PRESENTATION OF THE PROGRAM” alignment=”left”][/ultimate_heading]
Keys for the Future

DOWNLOAD THE PRESENTATION OF THE PROGRAM

You receive further information about the program and its areas of application and can use the presentation in the internal voting to apply the program.






    [ultimate_heading main_heading=”ELEMENTS OF THE THREE TOOLS TO STRENGTHEN CUSTOMER AND SERVICE ORIENTATION” alignment=”left”][/ultimate_heading]

    Tool 1: TAKE CUSTOMER EXPECTATIONS SERIOUSLY

    • Who are our internal and external customers?
    • What reference points or interfaces exist with internal and external customers?
    • How do we open up to our customers and their expectations?
    • How do we create conditions to improve long-term customer-supplier relationships?

    OPEN UP TO MEET CUSTOMER EXPECTATIONS!

    Tool 2: UNDERSTAND CUSTOMER EXPECTATIONS

    • Describe the primary task: What is the reason for existence of the considered function (e.g. team, department)?
    • Understand value chains: Who are the internal and external customers and suppliers of the respective department?
    • Determine services: Which provided services meet the requirements and needs of internal and external customers?
    • Describe customer expectations: What do internal and external customers expect from the respective services?
    • Identify gaps in performance: To what extent are internal and external expectations of clients are met in relation to the respective service?
    • Prioritize the processing of performance gaps: Which of the identified performance gaps should be addressed first?
    • Define customer requirements: Which measurable requirements can be derived from the respective customer expectations?

    EXAMINE THE TASKS OF THE CONSIDERED FUNCTION FROM THE CUSTOMER’S PERSPECTIVE AND IDENTIFY PERFORMANCE GAPS

    Tool 3: MEET CUSTOMER EXPECTATIONS

    • Determine causes: Collect causes, compile data and determine the most important causes
    • Look for solutions: Develop solution ideas and classify them according to their feasibility
    • Implement solutions: Rollout of the selected solutions
    • Measure success: Measure success using the evaluation criteria identified in step 1

    SHARPEN QUALITY AWARENESS AND CLOSE PERFORMANCE GAPS WITH MEASURABLE SUCCESS

    FEEDBACK FROM PARTICIPANTS

    Below you will find meaningful feedback from the participants of the program. In this selected project, the “Keys for the Future” program was implemented across divisions and companies to analyze customer-supplier relationships and review service portfolios at team level. It involved a total of 117 teams which, with the support of two multipliers, were able to implement the program largely independently and thus strengthen the customer and service orientation in the organization.

    There is nothing to show here!
    Slider with alias sp-bewegt-1 not found.

    FURTHER INFORMATION

    If you would like to use “Keys for the Future” in your organization or are interested in learning more about us and our consulting approach, we would be pleased to talk to you personally! Simply make an appointment with us.

    Call
    PHONE CALL

    Give us a call and we will discuss all further details personally

    +49 4102 69 93 21

    Contact via E-Mail
    E-Mail

    Write us an e-mail and let us
    know about your request

    Send E-Mail

    online contact
    Online

    Send us a non-binding inquiry and share your request with us

    Download
    Download

    Get the digital presentation of the program Keys for the Future

    Download

    [ultimate_heading main_heading=”FURTHER SERVICES IN THE CONSULTING FIELD CORPORATE CULTURE” alignment=”left”][/ultimate_heading]

    Systemic Culture
    Compass

    [ult_buttons btn_title=”Learn more” btn_link=”url:https%3A%2F%2Fen.spconsulting.de%2Fcorporate-culture%2Fsystemic-culture-compass%2F” btn_align=”ubtn-center” btn_title_color=”#ffffff” btn_bg_color=”rgba(0,64,102,0.62)” btn_bg_color_hover=”rgba(31,54,92,0.5)” icon_size=”32″ btn_icon_pos=”ubtn-sep-icon-at-left” btn_border_style=”solid” btn_color_border=”#ffffff” btn_border_size=”2″ btn_radius=”0″ btn_font_family=”font_family:Open Sans Condensed|font_call:Open+Sans+Condensed|variant:700″ btn_font_size=”desktop:16px;” btn_line_height=”desktop:20px;” btn_font_style=”font-weight:700;”]

    Cultural
    Development

    [ult_buttons btn_title=”Learn more” btn_link=”url:https%3A%2F%2Fen.spconsulting.de%2Fcorporate-culture%2Fculture-development%2F|title:Culture%20Development” btn_align=”ubtn-center” btn_title_color=”#ffffff” btn_bg_color=”rgba(0,64,102,0.62)” btn_bg_color_hover=”rgba(31,54,92,0.5)” icon_size=”32″ btn_icon_pos=”ubtn-sep-icon-at-left” btn_border_style=”solid” btn_color_border=”#ffffff” btn_border_size=”2″ btn_radius=”0″ btn_font_family=”font_family:Open Sans Condensed|font_call:Open+Sans+Condensed|variant:700″ btn_font_size=”desktop:16px;” btn_line_height=”desktop:20px;” btn_font_style=”font-weight:700;”]

    Smart Decision
    Culture

    [ult_buttons btn_title=”Learn more” btn_link=”url:https%3A%2F%2Fen.spconsulting.de%2Fcorporate-culture%2Fsmart-decision-culture%2F|title:SMART-DECISION-Culture%20(SDC)” btn_align=”ubtn-center” btn_title_color=”#ffffff” btn_bg_color=”rgba(0,64,102,0.62)” btn_bg_color_hover=”rgba(31,54,92,0.5)” icon_size=”32″ btn_icon_pos=”ubtn-sep-icon-at-left” btn_border_style=”solid” btn_color_border=”#ffffff” btn_border_size=”2″ btn_radius=”0″ btn_font_family=”font_family:Open Sans Condensed|font_call:Open+Sans+Condensed|variant:700″ btn_font_size=”desktop:16px;” btn_line_height=”desktop:20px;” btn_font_style=”font-weight:700;”]

    Culture as a
    success factor

    [ult_buttons btn_title=”Learn more” btn_link=”url:https%3A%2F%2Fen.spconsulting.de%2Fcorporate-culture-an-underestimated-success-factor%2F” btn_align=”ubtn-center” btn_title_color=”#ffffff” btn_bg_color=”rgba(0,64,102,0.62)” btn_bg_color_hover=”rgba(31,54,92,0.5)” icon_size=”32″ btn_icon_pos=”ubtn-sep-icon-at-left” btn_border_style=”solid” btn_color_border=”#ffffff” btn_border_size=”2″ btn_radius=”0″ btn_font_family=”font_family:Open Sans Condensed|font_call:Open+Sans+Condensed|variant:700″ btn_font_size=”desktop:16px;” btn_line_height=”desktop:20px;” btn_font_style=”font-weight:700;”]