AS A SUPPLIER.....
• Do you have a very clear understanding of what your Customers expect from you?
• Do you make it really easy for your Customers to do business with you?
• Are your Customers fully satisfied with the products and services you provide?
• Are you happy that you have created a truly Customer focused environment in which your people can work?
• Do you work at developing strong relationships with your Customers, proactively anticipating their needs, offering direction and support and securing their loyalty?

AS A CUSTOMER.....
• Are you happy that your key suppliers understand and are delivering to your needs and that they make it easy for you to do business with them?
• Do your key suppliers actively solicit feedback on their products, services and ease of doing business with them? Do they take notice of your feedback?
• Do you have strong supplier relationships which enable you to mutually grow your respective businesses?

AS A MANAGER IN A MULTI-DEPARTMENT BUSINESS .....
. Are you satisfied that your work colleagues clearly understand what is expected of them?
. Are you satisfied that the various functions and departments within your organisation are working together and teaming effectively for the benefit of their Customer?

If you’ve answered “No” to any of these questions, the Shared Expectations process described below can be of considerable value to your business


SHARED EXPECTATIONS is a customer / supplier partnering process which aims to improve the relationship between and the performance of both customer and supplier. It is equally effective for internal and external customer/supplier interactions.

People – whether in internal or external teams -need to have a clear understanding of what is expected of them in their workplace, and also be given the opportunity to develop the most effective ways of working together.

The process centres around a structured and facilitated workshop where both Customer and Supplier teams are given an opportunity to openly and constructively express their views on each other’s performance against expectations, and to work together to close any gaps between expectations and actual performance.

TFC offers ten years experience of successfully delivering the Shared Expectations Workshop to many leading business organisations, and in doing so, has helped them to:

• Improve Customer satisfaction
• Improve Supplier performance
• Develop/Improve Customer/Supplier
relationships
• More effectively manage third parties
• Create/refine organisational structures
• Define/Improve functional roles and
responsibilities
• Develop/Improve internal team-working
• Develop frameworks for contractual
agreement
• Develop/Improve working practices and
processes
• Develop/Improve performance measurement
• Develop/Consolidate multi-party project
plans
• Review multi-party project performance
• Develop/Improve communication programmes
• Develop/Improve management information
systems


Most recently, TFC has facilitated the Shared Expectations Workshop for teams from Halifax/ Bank of Scotland; Sainsbury plc and Accenture.

Typical comments from Shared Expectations workshop participants are:-

“This workshop was absolutely brilliant… invaluable in terms of building relationships and forming cohesive team objectives.”

“A worthwhile exercise that has identified a number of key actions and deliverables that have not been captured to date”