C3 Tools

Whether your objective is to change the culture of your enterprise, train others in C3 methods, uncover and understand the Voice of the Customer, organize and manage a key project or simply apply a C3 concept such as the Voice of the Customer, you need the right tools. This is the place to find them. The most frequently used C3 tools are here. Or contact us to discuss your special needs.

The C3 tools shown and available from this website are unique, not available from any other source. If you want traditional and commonly available problem solving, data analysis, flowcharting or team management tools, they are not available here. C3 tools are intended to take you beyond what you may already be using or can obtain elsewhere.

When you buy a C3 tool, you are buying a license to use, duplicate and distribute parts of the C3 technology to a certain number of users. This is a highly cost-effective way to communicate and apply customer-centered thinking. The larger the number of users, the lower the price. You also get free consulting assistance by phone to support your success (30 days for a minimum purchase of $1,000 worth of tools).

Please contact us to discuss:

  • Recommendations on the best combination of tools to achieve your objectives.
  • Licensing to cover multiple facilitators, an entire business unit or rights to store and distribute tools via your secure Intranet.
  • Sponsoring a C3 project and easily monitoring your team’s progress.
  • Having us lead or facilitate a project using the C3 methodology and tools.

Suite 1 – C3 Core Concepts Suite

Would you like to understand all the core concepts to becoming more customer-centered?  This suite is perfect for you!  Many people purchase this suite to teach their teams the C3 concepts.

It is very helpful in the following situations:

  • You want to apply the C3 thinking to your real work so you can begin answering 4 key questions: What do we do?  Who do we do it for?  What do they want?  How can we excel?
  • You want to introduce others to core C3 concepts

Suite 2 – Strategic Planning

This tool is used in our 3-day Strategic Planning Workshop.  The tool instructions assumes competency in the C3 Methodology before using.

Use the C3 Strategy Map to create a 1-page integration and alignment of strategic outcomes, measures of success (a top-level balanced scorecard), numerical improvement targets, core values, priority products and product owners.  Product owners are responsible and have authority for deploying the strategic plan and key initiatives.  When completed, this Map should be easy-to-understand by every employee in the enterprise.  The achievement and recognition of success will be unambiguous.

It is very helpful in the following situations:

  • When you want to create a strategic or business plan that integrates customer priorities, the organization’s core values, key change initiatives, measures of success and related goals
  • When you want to identify priority opportunities for improvement or differentiation and accountability for results
  • When you want to create a balanced scorecard at the enterprise level that is easily connected with smaller scope versions at the business units, department or functional levels within the enterprise
  • When you want to inspire innovation and excellence
  • When you want to achieve rapid, dramatic and sustainable improvement

Suite 3 – Customer Roles & Product Selection

Learn how to identify the specific products which offer the greatest potential, if improved or replaced, to increase both customer satisfaction and organizational performance.

It is very helpful in the following situations:

  • There is a desire to very quickly identify the critical few areas for improvement
  • It is essential the customers for specific products and services are unambiguously identified
  • Customers need to be segmented by the roles they play with specific products as well as their demographic characteristics which, if addressed, dramatically improve the likelihood that they will be satisfied with product improvements and/or new product development.

Suite 4 – Project Management Suite

While this suite works well for traditional projects, it really shines with challenging projects where stunning improvement is the goal. The required CSI-type discipline, tied to the psychology of how to win the case in court, is embedded in what you learn in C3 Project Management & Deployment (C3PM).

It is very helpful in the following situations:

  • There are symptoms of problems (customer dissatisfaction, complexity, delays) but the solution is unknown
  • Very significant, highly visible results of strategic importance are sought to occur in less than one year
  • Project scope creep needs to be well controlled
  • The proposed solution must balance customer insights with unimpeachable quantitative data
  • Excellence and innovation, not just improvement, are highly desirable outcomes
  • The project team wants to deliver an executive presentation that is highly compelling, supported by unimpeachable data, that receives an enthusiastic approval from decision makers.  The overwhelming response by senior management is that C3 project team final proposals/presentations are the best they have ever seen.

Suite 5 – Voice of the Customer:  Focus Groups, Measurement & Surveys

A C3 Focus Group uses a very structured approach to uncovering what customers want. One advantage of this structure is that anyone can learn it. A second benefit is that the method prevents the focus group from becoming a complaint session.

The use of surveys is definitely on the rise.  Let’s create one that actually gives you a way to uncover what customers really want and give you data to improve your own products.

Do you know how to create measures for the seemingly immeasurable customer expectations, translate subjective perceptions into objective measures and establish numerical improvement goals for customer priorities?  This tool will guide you!

It is very helpful in the following situations:

  • There is no recorded prioritization of customer expectations by product.
  • Performance, perceptions and outcomes expectations are not separated or prioritized
  • Expectations specific to end-users, brokers fixers and other critical demographic groups for specific products are not differentiated
  • Subjective expectations have not been translated into objective measurement, design and satisfaction criteria
  • It is not certain that surveys ask the right questions, of the right people, at the right time or in the right manner to easily act upon so excellence can be achieved

Suite 6 – New Product Design

You’ve heard the voice of the customer. Now how do you design that perfect product to satisfy their expectations. This suite will help you do that.

It is very helpful in the following situations:

  • The voice of the customer for a specific target product has been captured.  See Suite 5 VOC Focus Group.
  • Competing demands by different customers and other stakeholders must be well-balanced.
  • Subjective exceptions need to be translated into objective design criteria
  • The current product may not be the best solution to achieve outcomes desired by the customer and producer.
  • Innovative alternatives to the current product have not been objectively evaluated.

Suite 7 – Lean Process

This suite is not for the faint of heart but it will give you the deepest understanding of your process and the clearest picture of what needs to be improved.

You will determine:
1. Which function spends the most work time? Rank in descending order in a chart.
2. Which function consumes the most cycle time? Rank in descending order in a chart.
3. Which function consumes the most cost? Rank in descending order in a chart.
4. Which product consumes the most work time? Rank in descending order in a chart.
5. Which product consumes the most cycle time? Rank in descending order in a chart.
6. Which product incurs the most cost? Rank in descending order in a chart.
7. Which product(s) has the worst/best yield?
8. How many steps are there in the process?
9. How many products are there in the process?

It is very helpful in the following situations:

  • When you are impatient for results and don’t want to spend a lot of time needlessly mapping process activities that will not end up as prime areas of opportunity
  • Complexity, inconsistency, delays, cost, rework, low yield and complaints suggest processes are not operating at optimum performance
  • There is a desire to reduce time, waste and complexity by at least 50% in less than 1 year
  • When you want to increase the capacity and value of work performed

These Excel-based tools represent the Leader’s Actions in Rob’s latest book “MASTERING EXCELLENCE: A Leader’s Guide to Aligning Strategy, Culture, Customer Experience & Measures of Success”.  You may work the Leader’s Actions in the book with pencil and paper however it is much easier to use the electronic version.  The tools are not meant to be used without the instructions in the book.

It is very helpful when:

  • You will be learning something new and discover the need to revise your work or answers
  • You are working with colleagues and wish to divide up multi-part Leader’s Actions, such as Target Product Selection or the Strategy Map
  • You want to easily communicate what you have done to others for either information sharing or deployment of actions

If you would like more information on our C3 Tools, please fill out the contact form below.