3D: Operational fulfilment

On the commercial level of the framework, you could write a complete book on every item. Suggesting I know the best three items about operational fulfilment, would therefore not be useful. You need to have the basics in place.

It is essential to have a detailed and well-organized dashboard on all main parameters of the business, as well on the commercial ones but also important on the operational ones. You want to see and control the total commercial and operational chain. Not in the least for the commercial and financial results but even more for the customer satisfaction and quality control.

On the main touchpoints in the customer journey a quality check is always highly recommended. Quality of the customer contact, quality of the supporting processes and quality of the people could have the focus here. It is obvious that quality must be defined before. But knowing in detail the desired quality and controlling it, is a quality.

I always like to see output steering, so not just activity-based steering, but also steering on the final results of all processes, execution by people and customer engagement. In this way it is easier to act on customer issues and customer satisfaction. When the desired output is not delivered you can act immediately. Companies with more input or activity-based steering are less flexible.