08. + 09.04.2019 in Hamburg with David Anderson and Sven Günther
How do you know why your customers select you and your products and services? How do you know whether a change to a product or service will represent an improvement? How do you select new features, functions and classes of service? How do you manage your portfolio of products and services and the market segments you serve? How do you find, select, and grow market segments? How do you identify segments that you don’t serve well and should be switched off? This class will answer all of these questions and more…
This is the 2-day class developed from the recent book, Fit For Purpose – how modern businesses find, satisfy & keep customers, by David J. Anderson & Alexei Zheglov. This class presents a significant part of the strategic planning, marketing, market research, product management and service design from the suite of classes offered in Enterprise Service Planning.
This class will offer you significant new insights into how to optimize the effectiveness of your business, to produce fit-for-purpose products and services that delight your customers, making them loyal to your brand and increasing your share, revenues and margins.
- Understand that all products or services have design, implementation and service delivery elements
- Learn how to identify and describe the design, implementation and service delivery elements
- Understand how to recognize and define or describe a customer purpose
- Learn how to segment your market based on customer purpose and that individual customers can occupy multiple segments based on their context and specific purpose given their circumstances
- Understand the two ways of learning your customers’ purposes: customer narrative relayed from frontline staff – “flying visually”; and using the F4P Card market research tool – “flying on instruments”.
- Understand the 4 types of metrics: Fitness Criteria (used to select your product or service in the market); general health indicators; improvement drivers and vanity metrics
- Understand that only fitness criteria are key performance indicators (KPIs)
- Learn how to correctly classify metrics
- Understand how to set objectives for each type of metric: fitness criteria have thresholds of acceptable performance and overserving; general health indicators have a range; improvement drivers have a target; while vanity metrics have an emotional need that may need addressed culturally and organizationally.
- Understand the 4 commonly recurring types of fitness criteria: Lead Time; Quality; Safety & Conformance; and Affordability.
- Recognize the 3 aspects of lead time (or time-to-market) as timeliness, predictability and duration, and learn how to describe them and when and how to recognize which is applicable.
- Understand the difference between functional and non-function requirements Learn how to describe and specify requirements in a measurable fashion
- Learn that price and affordability can be both an absolute independent variable, and a relative non-independent variable that changes with quality and lead time depending on the risks and purpose a customer has when consuming your product or service
- Learn how to construct customer questionnaires to solicit customer purpose and fitness criteria and levels of satisfaction.
- Learn how to report F4P Card surveys using the Fitness Box Score method
- Learn why a “Net Fitness Score” is not a desirable concept and should be avoided
- Learn how to analyze survey results and understand whether individual segments are underserved, appropriately served and “fit”, or overserved
- Learn how to classify segments into desirable and undesirable and how to take actions to improve or switch off segments that are underserved
- Learn and understand how segments can overlap and affect each other and how to avoid taking action for one segment that might damage adoption, sales or revenue in another segment
- Understand how Fit for Purpose integrates together with Net Promoter Score, Jobs To Be Done, Balanced Scorecard, OKRs, Goal-Directed Design/Personas
This class is for executives and decision makers who set strategy and choose the portfolio of products and services offered. It is appropriate for anyone performing the following functions: strategic planning; strategic marketing; market research; product management; product design; service design; product ownership; and portfolio management.
This class is useful for anyone who wants to understand how to set metrics in order to drive appropriate, congruent, aligned behavior in an organization and for those who wish to drive product and service improvement.
There are no specific prerequisites for this class. It is recommended that attendees have a business background or a role in marketing, strategic planning or portfolio management. A business degree or formal qualification in business is not necessary but attendees with such a background may find the contrasts with familiar material to be either interest or challenging. Prior knowledge or experience with Net Promoter Score, Jobs to be Done, Balanced Scorecard, OKRs (Objectives and Key Results) or Goal-Directed Design may also enhance the learning experience but is certainly not required.
Students will receive a certificate of completion recognizing participation in the class.
The first day is focused on strategic issues and executive decision making. This provides the opportunity for executives to have the option to skip out at the end of the first day of the class.
The second day of the class focuses more on specific techniques and technical challenges. This is more suitable for practitioners in strategic planning, product management, service design and market research.
All students will receive a read only student edit of the classroom Powerpoint file, a copy of the 2nd Edition of the book, “Fit for Purpose – how modern businesses find, satisfy & keep customers” by David J. Anderson & Alexei Zheglov, and a printed copy of the Fit for Purpose Infographic poster.
The price for this training is 2.142 EUR incl. VAT (1.800 EUR excl. VAT). This is a special introductory price for our first Fit for Purpose class.
If you book this class before February 25th you will get our Early Bird discount of 10%. Two participants from the same company registering at the same time will receive 10% discount. Both discounts are not combinable.
Schulungssprache ist Englisch.