Quality means meeting customer requirements, determined by
measures of customer satisfaction and loyalty.
The Capability Snapshot provides an Index of Customer Satisfaction/Loyalty plus a
ranking of all customer respondents from most positive to most negative about the company.
Customer Groups, representing different market niches, are similarly ranked from high to
low indicating greater or lesser satisfaction.
The Capability Snapshot provides measures of customer perceptions of 15 Essential
Capabilities of the company, including their perception of its capability for:
Cost Management |
Customer Focus |
Time Utilization |
Customized Value |
Quality Improvement |
Customer Partnering |
The Capability
Snapshot differs from and complements traditional Customer Satisfaction Measures. The
latter are based upon expressions of satisfaction with a particular product, or service,
or transaction. The Capability Snapshot measures perception of the whole organization as a
source of value to customers.
COMPARISON
WITH COMPETITORS Quality means attracting new customers as measured by increasing
market share.
The Capability Snapshot provides the company with comparisons.
After customers have evaluated the company’s 15 Essential Capabilities they are
asked to name the chief competitor and to evaluate that company’s capabilities. This
information can act as an early radar warning of competition from unexpected sources.
FUTURE
REQUIREMENTS Quality means opening new markets as determined by new product/service
offerings.
The Capability Snapshot provides customer responses to customized open-ended Questions
indicating in concrete terms what value means to customers. This information is important
in determining how to capture greater market value. It suggests future requirement and
expectations of customers.
The Capability Snapshot provides measures of customer perceptions of the company’s
capabilities for realizing innovation opportunities, such as Product/Service Development,
Market Foresight, and Knowledge Leverage.
MANAGEMENT
SUPPORT Quality means that quality values are integrated into the
company’s day-to-day management as determined by personal involvement and visibility
of managers.
The Capability Snapshot asks the managers and employees to evaluate the degree of
management support for each of the 15 Essential Capabilities. The questions and frequency
distribution of responses are reported.
WORKFORCE
COMMITMENT Quality depends on workforce dedication to conformance to product
specifications and to offering superior service value.
The Capability Snapshot provides an Index of Employee Satisfaction as well as an Index
of Management Satisfaction with the company capabilities for the total sample of
respondents. Different employee and management groups are similarly ranked from high to
low indicating greater or lesser satisfaction.
The Capability Snapshot provides measures of workforce perceptions of 15 Essential
Capabilities of the company, including their perception of its capability for:
Employee Involvement |
Rethinking Strategy |
Competence Development |
Redesigning Structure |
Teamwork Commitment |
Reengineering Processes |
The
Capability Snapshot differs from and complements traditional Workforce Satisfaction
Measures. The latter are based upon expressions of satisfaction with the internal quality
of work life. The Capability Snapshot measures perception of the whole company as a
higher-performing, agile, learning organization.
AWARENESS
OF DIFFERENCES Quality means seeing the company from a variety of
stakeholder perspectives. Understanding these differences can be a source of mobilization
for improvements.
The Capability Snapshot is unique in providing comparison measures to the same
variables from customers, suppliers, employees and managers.
An executive group that believes that ‘Customer Satisfaction’ is a strength
of the company may be shocked to discover that specific customer groups consider it to be
a weakness.
A project team working on ‘ Increasing Operations Effectiveness’ will have to
make sense of the way different groups within the organization have rated the
company’s capabilities for ‘cost management ‘, ‘time
utilization’, and ‘quality improvement’ in order to best integrate these
three capabilities.
BENCHMARKING FOR BEST PRACTICES Quality
means comparing company practices with best within the company, the industry, and with
global norms.
The Capability Snapshot currently enables a multi-division company to compare practices
among these divisions.
Capability Snapshot Inc. is seeking industry associations willing to sponsor
industry-wide snapshots.
Each snapshot of a company contributes to a growing database for benchmarking.
STRATEGIC QUALITY PLANNING
Quality means that all key quality requirements are integrated into the company’s
strategic plans, both short and long term.
The Capability Snapshot indicates whether the strategic focus of the company is
oriented to both the present and the future and to what extent the emerging strategy
resembles the intended strategy.
The Capability Snapshot asks questions about how the company deploys its current
strategy throughout the organization and how it reviews this strategy for continuous
improvement and development.
