Shared 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 and suppliers:

• Communicate their expectations of each other

• Set priorities on their expectations

• Score actual performance vs. expected for each expectation

• Review gaps between expected & actual performance

• Drive improvement by creating action plans & measures to track progress on closing the gaps

• Agree on follow-up procedures to ensure continual improvement

JCG supports your organization in using the Shared Expectation methodology in four ways:

• Executive briefings for those who need a high-level overview

• Shared Expectations training for those who will be conducting their own sessions

• The soon to be released Shared Expectations Toolkit CD-ROM to assist organizations with tools and templates that make the process more efficient

• Shared Expectations consulting:

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 process.  

• Sometimes, "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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