Expectations is a process that provides an effective way to create or
improve ongoing relationships between customers and suppliers. It is a
well-defined process of development, follow up, communication, and
improvement, guided by the systematic use of effective measures.
The Shared Expectations process can
be initiated by either the internal/external supplier or customer in a
relationship. It is
implemented through structured, facilitated sessions where both customers
their expectations of each other
priorities on their expectations
actual performance vs. expected for each expectation
gaps between expected & actual performance
improvement by creating action plans & measures to track progress
on closing the gaps
on follow-up procedures to ensure continual improvement
JCG supports your organization in using the
Shared Expectation methodology in four ways:
JCG can work with your organization to help set
up this process, organize the teams, and facilitate your sessions to ensure
success in record time.
- This can be helpful the first time an
organization implements the process as it short-cuts the learning curve
your own facilitators would go through.
It is also of value
when you send your teams to the training so they can facilitate their own
sessions. JCG's expert facilitators can co-facilitate a session with
your own personnel who have attended the training. This not only
ensures your initiative gets off to a solid start, but provides a
mentoring environment for your own facilitators as they learn the
"powder-keg" situations with key external customers or suppliers
are such that the objectivity of having an independent, 3rd-party
facilitator conduct the session works best for both teams.
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