D&B Valued Service Method

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Helping Service Oriented Organization to transform from Create Satisfied Experience to Create Valued Experience

Document Version : 20130508-01

VSM is Developed from…….. • research studies of over 50,000 service cases • customer surveys of over 100 retail brands

VSM will provide…….• A complete, step-by-step blueprint from strategy

development to front-line execution• numerous practical tools to managers understand key

concepts and apply them to their real working situation

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Why VSM ?

• Around 33% service offering achieved high quality standard but the customer is totally NOT VALUE that experience

• Around 10% of customers are not willing to repurchase after satisfied experience…….

• The weighting of customer influence of each service touch point is not the same…….in some case, customer is willing to repurchase even they are not happy in specific touch point i.e. that point is zero influence for repurchase

• There is not direct relationship between service investment and service value.

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Our Findings…….

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Factsheet on Valued Service Method (VSM)

• Systemically approach to let your customers experience your unique value through every service touch point

What is VSM?

• Enhance the number of committed loyalty customers• Strengthen the emotional attachment between your organization and the customers• Maintain the sustainable business growth through maximize the repurchase frequency and

amount Why VSM?• From out-come dominant to process dominant service organization•From top management (Strategic Level) to front-line staff (Operational

Level)

Where to Apply VSM?

• Top/Senior Management : Create Valued Service Strategies and Promise • Middle/Area/Zone Management : Develop Valued Service Workflow and Culture • Store/Team Level Staff : Deliver Valued Service Attitude(s) and Behavior(s)

Who will Involve in the VSM?

• Your products are commodity or similar to your competitors and you would like to use service as your competitive advantage

• Your customers are looking for a highest level of service which they willing to paid•

When to Apply VSM?

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VSM Major Tools

Valued

Service

Creation

Valued

Service

Developme

nt

Valued

Service

Delivery

Service Strategy Formulation

Map

Service Promise Development Grid

Value Creation Cycle

Design Canvas

Voice of Service Stakeholders

Matrix

Service Culture Diagnosis Diagram

Service KPI Design Framework

Individual Performance

Assessment Matrix

On-Site ProblemRoot Cause

Analytical Diagram

Team Performance Evaluation Matrix

Part 1 : Service Fundamentals• Business Reality• Types and Levels of Service• Relationship Outcomes of Satisfaction and Repurchase• Attitude, Behavior & Cognition of Committed Loyal Customers

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VSM Key Contents

Part 2 : Valued Service Creation (For Senior Management)

Module 201: Develop Service Strategies

Module 202: Define Service Attributes

Module 203: Work out Service Promise

Module 204: Design a Value Creation Cycle

Part 3 : Valued Service Development (For Middle Management)

Module 301: Develop Service Culture

Module 302: Form Service Ambassador Team

Module 303: Design Service Flow

Module 304: Set Service Standards (KPI)

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VSM Key Contents

Part 4 : Valued Service Delivery (For Front-line Management)

Module 401: Transfer Service Vision into Measureable Promise

Module 402: Monitor Service Delivery

Module 403: Enhance Individual/ Team Service Performance

Module 404: Execute Micro Service Quality Improvement

• 30-minute Keynote Speed• 2-hr Seminar • 1-day Workshop• In-House Trainer Certification Program• VSM Consulting Service

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Our Offerings

D&B (NYSE:DNB) is the world's leading source of commercial information and insight on businesses, enabling organizations to Decide with Confidence® for more than 175 years.

D&B Enterprise Learning has been recognized as one of the top-notch talent development solution providers in the Greater China. Since 1980, we helped over 1000 organizations transform talent development into business strategies through leadership development programs, executive coaching services and performance benchmarking services

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About D&B Enterprise Learning