SENIOR LEADER’S PROGRAM
Hundreds of large organizations around the world have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee “owners” of your business. Employee-owners exhibit such enthusiasm for their organization that they infect countless customers with similar satisfaction, loyalty, and dedication. Customer-owners are in turn so satisfied with their experience that they relate their stories to others, persuade them to try your product, and provide constructive criticism and new product ideas. The Ownership Quotient Senior Leader’s Program brings together leaders from the same organization to apply Ownership Quotient concepts to their business. With engaging case studies from leading OQ firms such as Harrah’s Entertainment, Build-A-Bear Workshop® and SAS.
This 3-day program is delivered by senior SPCI faculty and brings the concepts and tools of The Ownership Quotient to life through case studies, application exercises and proven management tools and processes.
Topics that are covered include:
- What is your Ownership Quotient?
- Setting OQ Goals- The OQ Roadmap
- Module 1 – Strategy and Leverage
- Module 2 – Put Customers to Work
- Module 3 – Boost Your Employee OQ
- Module 4 – Engineer Ownership through Anticipatory Management
- Module 5 – Build a Strong and Adaptive Ownership Culture
- Application Planning: Completing your OQ Roadmap
Free Tools and Assessments
This web-based self-assessment is based on a sub-set of the Best Practices of leading Service Profit Chain companies. Assessment results will be produced immediately upon completion. MORE
A powerful, research-based system that dramatically improves customer satisfaction and loyalty. Learn strategy, management practices and customer service tactics to out-perform your competitors. MORE
THE OWNERSHIP QUOTIENT
Hundreds of large organizations around the world have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners"
of your business. MORE
THE CULTURE CYCLE
Discover how organizational culture evolves, how it can be shaped and sustained, how it fosters innovation, promotes survival in tough times and influences the success of global strategies. MORE