Kai Gilb

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Stakeholder Value ExamplesKFS.Charging Scale: number of customers per month thatcharge their “frankeringsmaskin” on www.Bring.no/MailCustomerservice.Contact Scale: % of customers that getthe correct answer on their question, the first time they contactCustomerservice.Copyright: Kai@Gilb.com© 2008 Kai Gilb88onsdag 7. oktober 200988
Stakeholder Value ExamplesSales:Order.Number Scale: number of completed sales permonth, from Self.Help.Solutions.Sales.Leadsgeneration Scale: number of Electronic-Leadsper month generated on bring.xx to the Specialists.SMB.Selfservice Scale: % SMB customers tht use self servicesolutions rather than other channels.Copyright: Kai@Gilb.com© 2008 Kai Gilb89onsdag 7. oktober 200989
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We have a challenge ...onsdag 7. ok
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no external Value delivery?not even
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Our highest priority is to satisfy
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deliverShould we not try tovalue to
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Development Methods• “Normal”
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© 2008 Kai Gilbonsdag 7. oktober 2
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getting better• version 1 - put t
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© 2008 Kai Gilbonsdag 7. oktober 2
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LearnStakeholdersMeasureValuesIdent
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LearnStakeholdersMeasureValuesSolut
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LearnStakeholdersMeasureValuesDevlo
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LearnStakeholdersMeasureValuesMeasu
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LearnStakeholdersMeasureValuesValue
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Value ManagementCopyright: Kai@Gilb
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Value ManagementCopyright: Kai@Gilb
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examplesCopyright: © 2008 Kai Kai@
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Finn.Raskt (Find.Fast)Scale: averag
Page 38 and 39: WargameCopyright: © 2008 Kai Kai@G
Page 44 and 45: Løsninger• 12 løsningsforslag4
Page 46 and 47: Forside2.Produktguide (fasettert)9.
Page 48 and 49: 3.Færre produkterPresentere det so
Page 50 and 51: 5.Større kjøpsknappUtformes som d
Page 52 and 53: Vise alle produkter og tjeneste
Page 54 and 55: Solution:Behovsorientert inndeling
Page 56 and 57: Solution:Produktsammenligning i sø
Page 58 and 59: Solution:Opplæring(Training)30 sec
Page 60 and 61: WargameValue Decision TableCopyrigh
Page 62 and 63: LearnStakeholdersMeasureValuesDevlo
Page 64 and 65: © 2008 Kai Gilbonsdag 7. oktober 2
Page 66 and 67: about75services© 2008 Kai Gilbonsd
Page 68 and 69: 7services© 2008 Kai Gilbonsdag 7.
Page 70 and 71: LearnStakeholdersMeasureValuesMeasu
Page 72 and 73: ?Copyright: Kai@Gilb.com© 2008 Kai
Page 74 and 75: “Our challenge is to measure in p
Page 76 and 77: Penalty Time:Wrong Service: The ser
Page 78 and 79: Measurements:Establishing Past Leve
Page 80 and 81: Measurements:Establishing Status Le
Page 82 and 83: Noen interessante observasjoner:
Page 84 and 85: Value Decision TablesStakeholder Va
Page 90 and 91: Copyright: Kai@Gilb.com© 2008 Kai
Page 92 and 93: Business to StakeholderValue Decisi
Page 94 and 95: Business OwnersSteering CommitteePu
Page 96 and 97: the road ahead ...“Our challenge
Page 98 and 99: take home pointsCopyright: © 2008
Page 100 and 101: Clear QuantifiedStakeholder ValuesP
Page 104 and 105: We have a challenge ...onsdag 7. ok
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Kai Gilb

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