Difference between revisions of "Positivity Model"
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| + | ==Internal Positivity Model== | ||
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| + | * Losada line | ||
| + | * Measures - internal E-Sat correlated to external C-Sat | ||
| + | * Positive Outliers | ||
| + | * | ||
Revision as of 07:24, 9 September 2014
Service Models, Profitability and Revenue Growth
As I discussed in the Service-Profit Model - profitability and revenue growth in any organization is driven by satisfied customers. And while companies go to great lengths to understand their customer satisfaction (C-Sat) scores, using various methods, many organizations fail to examine the entire service-profit chain, and what feeds a successful service model.
My own service model is a blend of 3 platforms:
- The Service-Profit Chain
- The Internal Positivity Model (described below)
- The Optimization Model (The ROC, and tuned supporting services)
In order to execute against the entire service-profit chain, we must examine how to feed step 1, the internal quality of service. My model supports optimizing the chain, but extends further by focusing on step 0. - a positivity framework:
Internal Positivity Model
- Losada line
- Measures - internal E-Sat correlated to external C-Sat
- Positive Outliers
