Simple Formula : Customer Orientated Approach — 5W1H
We have been used to this formula since childhood.
5W1H (who, what, where, when, why, how). When there is a new project assignment, it is the best practice to ask these questions during the planning phase.
Who — is your customer?
Understand the target audience. Come up with a customer avatar. Age, interests, geography, etc. of the customer are analysed here.
What — is the requirement?
What is that needs to be communicated to the customer? Service/Product details, Tone of communication, Way it is taken to the customer has to be answered.
Where — is it going to be used/implemented?
Place & Medium comes into play here. When you know where, the vision widens and thoughts flow based on the difference in the implementation areas.
When — is the delivery expected?
When a delivery to the customer is not on time, it is better not to take that order. Have a buffer time for the team to deliver it on time. Always have a plan B.
Why — should this resource from your team/ your team is asked to do this?
Why is that task allocated to this person? What sets the person/team apart? What is the USP of the person/team. Can there be an extra 1% Value Add to the product/service from each of the customer?
How — is it going to be implemented?
Process and Packaging plays a role here.What is the unique way to implement?
The Kaizen Process Model has a detailed process which help in execution.
This simple formula 5W1H with all permutation and combinations, will help us to zero-down on the exact expectation of the customer. Also, applies to other parts of life and business.
Always remember, why you are doing what you are doing?
#GetUnrealistic
Dharaneetharan