Good practice blueprinting
Much effort and IQ goes into writing strategy papers – to drive better customer engagement, culture, efficiency or value. The challenge is 'operationalising' that strategy into something meaningful that can be applied through the sales, service or marketing channels.
Turning theory into practice takes skill in creating words, actions and attitudes that mean something to front line teams. And because strategy papers are often written by people removed from the front line, things can get lost in translation.
The first step in making the best of your strategy papers is to conduct a desktop review of all that's 'on offer'. We have years of first-hand experience in looking for issues like inconsistencies, repetitiveness, lack of glue and lack of clarity around a single vision.
The second step is about working with front line people and their managers to sense check the strategy, and understand from their perspective what they think they need to do to make it work.
The third step is to draw on good practice to create and shape a working plan that is easily communicated, cascaded and implemented. Our experience of implementing customer or cultural strategies in many organisations and industries allows us to do this in a way that is both efficient and effective, working closely with your own managers and staff. The majority of the work is done in consultancy-style small working groups, creative design sessions and presentations. We can also include wider bespoke online surveys to drive what language and outcomes are important to front line people.
All of this draws on the tools and services in Imparta's Capability Building® System.
Example Clients and Case Studies
- EDF – Blueprinting customer excellence by mapping customer touch points
- VW - National Contact Centre Blueprint: What good should look like
- Barclays Direct Channels
- South Oxfordshire District Council
- Use the Design Your Solution section part of this website to scope out which elements you feel you need to support the blueprinting process.
- Contact us to talk to an expert in blueprinting cultural and service change. Even if we don't end up working together, we learn by discussing real-world problems, so we're happy to share our insights without obligation.
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