29 February Understanding What the Customer Buys (....consider...)

[Paul Terlemezian]

Once we have defined the customer then we can try to understand what they buy from us.

 

We know it is not the product - it is the outcome of what the product does for them - it is the "value" that their use creates.

 

With training (as with many products) this outcome is dependent on how effective the customer is in using what they bought.

 

Do we think our customers know how to use the training they receive in order to get the desired results?

 

Do we help them? Do we insist that they use the training effectively? Do we observe how they use it and coach them to a better level of using it?

 

Does this occur before the learner makes the decision to use the training?

For how long after the training is taken do we help them use it effectively?

Does our help include helping them deal with others in their environment that influence the effectiveness of their training?

 

The kast question above is one that I hear every time I attend the Ron Clark Academy. The answer is one of the most important things that occurs and the most difficult to accomplish.

 

How did you answer the last question?

 

[Paul Terlemezian]

The concept of ACO's (Accountable Care Organizations) is emerging rapidly in healthcare. Do you think we will ever see the emergence of ALO's (Accountable Learning Organizations.) Here is a link http://ifivealliances.ning.com/group/open-minds to a discussion group that is studying what is going on in healthcare and then opening our minds to the potential to learn from this in regards to what we might make happen in the workplace.