The first step in understanding how well you or your organization is performing, is to look at matters from the perspective of those you are serving or helping – your customers, from the ‘outside-in’.

OI thinking is embedded throughout the service management framework, system and service organization and emphasizes the need to performance manage the organization based upon a combination of the customer experience, customer satisfaction levels, and achievement of successful customer outcomes.

Key concepts, methods, language terms missing – are introduced.


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