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The Importance of Customer & Stakeholder Feedback in Strategic Planning

The Importance of Customer & Stakeholder Feedback in Strategic Planning. By Naomi Takeuchi, 1000 Cranes ®. Strategic Planning Next Steps. Recap: Reviewing Your Strategic Plan. A blueprint for an organization that defines the future expectations of decisions.

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The Importance of Customer & Stakeholder Feedback in Strategic Planning

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  1. The Importance of Customer & Stakeholder Feedback in Strategic Planning By Naomi Takeuchi, 1000 Cranes®

  2. Strategic Planning Next Steps

  3. Recap: Reviewing Your Strategic Plan A blueprint for an organization that defines the future expectations of decisions.

  4. Sustainable Strategic Planning Process Facilitation and Retreats Vision, Mission, Values and Goal Setting Reviewing Client Feedback and Making Changes Sustainable Strategic Planning Tools

  5. Recap: Vision, Mission, Goals and Values Your strategic plan should have a clear vision that is supported by a clear mission with supporting goals that integrate yourvalues. Vision VALUES Mission Goals

  6. Recap: Vision, Mission, Goals and Values The Vision Statement: This Purpose Drives the Organization. Vision VALUES Mission Goals

  7. Recap: Vision, Mission, Goals and Values The Mission Statement: This Defines what the Nonprofit intends to do and to whom it will serve. Vision VALUES Mission Goals

  8. Recap: Vision, Mission, Goals and Values Goals: Individual Nonprofit Goals should Reflect the Organization’s Mission and Vision. Vision VALUES Mission Goals

  9. Recap: Vision, Mission, Goals and Values Values: An Elaboration of the Central Values that Guide the Nonprofit. The Values Statement can provide criteria for Decisions it makes about Governance, Administration and Programs. Vision VALUES Mission Goals

  10. Recap: Imaginary Child Services Charities Strategic Planning Documents Mission and Vision Statements Values Statements 2011-2016 Strategic Plan Tactical Plans for 2011 Related to Each Goal Area

  11. Where are You Now in the Process?

  12. Refresher: Mission and Vision Excerpt from Strategic Planning Fundamentals - HCI Class by Bill Bennington

  13. Refresher: Vision Statement Indicators Excerpt from Strategic Planning Fundamentals - HCI Class by Bill Bennington

  14. Refresher: Tactical Plan Excerpt from Strategic Planning Fundamentals - HCI Class by Bill Bennington

  15. What’s Next?

  16. Facilitation and Retreats

  17. The Strategic Planning Retreat Tips Position the value of strategic planning with your board. Bring both Senior Staff and Board Members together • Look for an offsite location. • Strike a balance between current and future needs.

  18. The Strategic Planning Retreat Tips Consider on ongoing task force or “Tiger Team” to review the document and recommend changes. (5-6 members maximum) All parts of the strategic plan should coordinate with the other parts of the plan.

  19. Get Client and Stakeholder Feedback Interview Clients and Stakeholders through surveys, focus groups, etc. Don’t make assumptions. Rework the vision, mission, goals and values again.

  20. How can you get feedback from clients? Focus Groups Interviews by Phone or In Person Online or Paper Surveys 20

  21. Review the Customer Feedback and Make Adjustments and Changes Just as you would adjust your blueprint for a new home, review the customer feedback, and make adjustments and changes that are feasible.

  22. Sustainable Strategic Planning Process Facilitation and Retreats Vision, Mission, Values and Goal Setting Reviewing Client Feedback and Making Changes Sustainable Strategic Planning Tools

  23. Q & A

  24. The 1000 Cranes® Philosophy Success Comes from Faith and Vision. Success Comes from Planning and Execution. Success Comes from Embracing Change. Success Comes from Cooperative Relationships. Success Comes from Helping Others.

  25. Thank you! naomi@1000cranes.com

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