DESIRED CAPABILITY DEFINITION

Creating alignment on the Customer Management capability you need for the future

One of the greatest challenges in building transformational but achievable change programmes in Customer Management is creating a clear and shared definition of what the future capability needs to look like. The Senior Management Team wants to define this in strategic terms and not get hung up on the detail. Operational people need to understand the detail and to provide input on the feasibility of individual activities.

The Customer Framework Desired Capability module works at both the strategic and detailed levels. It allows senior management, normally in an alignment workshop format, to provide their input against 20 strategic dimensions covering such areas as: ROI timescales required; Organisational Structure; Consistent vs. Local Experience; Brand Focus. This input is automatically interpreted into an initial detailed definition of the desired state.

The second part of the process allows operational level managers and supervisors to input their views of the degree to which the draft desired capability can be delivered. An iteration and conflict resolution process then creates a final set of desired capability statements for final sign-off.