Customer Centricity business case example
From 70:30 towards 30:70: optimising the value ratio
Central to the Charteris Framework is rigorous Activity Analysis. This results in the clear and objective definition of the level of contribution that roles and processes make in the delivery of value to the customer or citizen.
It is not unusual for 70% of the organisation to be expending effort purely on non-value-add overhead activity and only 30% to be adding value. As part of our engagement, we will work with you to define this figure and switch the ratio, as closely as possible, to the ideal of 30:70 (30% non-value-add, 70% value-add).
In doing so, we achieve significant process improvements, value-addition and cost savings. Importantly, this is achieved through streamlining and realigning the business to add more value for the customer, not through redundancies.
The scale of the business case
The Charteris approach enables us to provide an indication of the potential savings for your organisation within the first few weeks of our engagement. Experience shows that such savings can be up to 30 per cent.
Case Studies
To learn more about the work we have done for several of our key clients, please click on the links below:
Next steps
Let us demonstrate the potential for service improvement and savings in your organisation through a meeting, conference call or preliminary Customer Centricity assessment workshops.
Find out more by calling Stephen Hewett on +44 (0)20 7600 9199 (London office) or Roger Woods on +44 (0)131 477 7741 (Edinburgh office).