Kato: Customer Focus

Question 1

What does CVP Stand for?

And why have one?

Answer 1

Customer Value Proposition

So we understand our customer needs / requirements and ensure we are working on delivering them

Question 2

Who are your internal and external customers?

Answer 2

Based on the colleague’s role they should be able to talk about who their customers are.
The colleague should be able to find these from their process (SIPOC / Swim lanes)

Question 3

What does VOC stand for?

And how do you collect customer feedback?

Answer 3

Voice of the Customer

Regular customer feedback via
Surveys e.g. Medallia, Through interactions such as emails and conversations.

Question 4

How do you use customer feedback?

Answer 4

Used to develop and validate CVP.
Discussed at pulse check to ensure
delivery against CVP.
Used to develop immediate actions/CIs captured on your VMB.
Validate your VMB metrics align to customer expectations.

Question 5

How do you ensure you are performing against your CVP?
OR
How do you know you are delivering against your CVP?

Answer 5

Metrics are visually represented on the VMB
Metrics effectively monitor the key value elements to the customer (e.g. SLAs, error rates)

Note: Simple visual display of metrics vs target can be used to indicate how you are tracking (e.g. RAG status, actual vs target)