Day One: Create the Strategic Framework

Change leaders like yourself have high expectations, a vision for the possible, and an urgency to engage others. Join this stimulating and entertaining session for a pragmatic approach that will strengthen your ability to achieve strategic outcomes that customers will notice and employees will deploy with enthusiasm.

1-The 8 Dimensions of Excellence Framework

Self-assessment: your strengths on customer knowledge, strategy and improvement
Balancing customer and producer priorities
Separating process, product and outcome expectations
Aligning mission, strategy, measures, customer values, behavior: Roadmap & steps
Ambiguity and use of six levers for your own leadership and cultural transformation
Vital Lies: constraints on excellence

2-Redefining Knowledge and Work as Products

Four key questions that advance traditional management of excellence and quality
The remedy for the six reasons service is so difficult to define, manage and improve
How to define “service” and knowledge work as measurable products
Connecting strategic direction to daily work, relevant to everyone
1969 and the #1 characteristic driving enterprise growth (think Steve Jobs)
The fastest growing product category you could be in (but probably aren’t yet)
The key things we should know (but few do) about every product
Identifying the “root cause” of failure and success: A $20 million case study

3-Laser Focus on the Customer

Unambiguously determining who “the customer” is in every context
Differentiating the three roles a customer can play, and why it matters
Enhancing success by empowering the right customers
What we should learn from Jimmy Carter and Elon Musk

4-Summary of Day 1, case study for reference, morning assignment

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