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Consider
the following situations:
-
One
department is not getting what they need from another
-
An
external supplier is not providing consistent quality service or
product
-
A
key, external customer complains about the quality of the service or
product they receive
If
any of these seem familiar, then Shared Expectations can be of significant
value to your enterprise.
What
is it? 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
This
workshop focuses on preparing your teams to initiate and conduct Shared
Expectations sessions. Participants leave with an understanding of
the process, practice in conducting a session, and tools to help in the
facilitation.
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