The matrix Journey
“It’s a difficult undertaking in the current climate but our senior management has a clear, long-term strategy to raise the profile of Ford as a company that is actively committed to providing exemplary customer service. The public is more demanding than ever, they can shop around for the best price, so the real differentiator is customer satisfaction, and that’s where we aim to secure a clear competitive advantage.”
John Leathem
Customer Relations Director
Total People Ltd
Click here to see what other organisations have to say about the matrix Standard
Review
your current practices
This step is all about starting to get a feel for how your current ways of working match up against each of the elements and criteria of the matrix Standard, by undertaking your own informal review.
There is no right or wrong way to go about this review, but try to get into the habit of noting anything you might want to refer to later as an example of how you demonstrate that you meet an aspect of the matrix Standard.
You can liken it to a simple 'temperature test' of how you are doing. As you begin to look more closely at the requirements of each element, you will immediately see areas where you are already demonstrating good practice in your information, advice and guidance activities, and other areas where there is more to be done.
From the outset, remember that this is not principally about collecting pieces of paper as evidence. The emphasis should be on noting the ways in which people actively behave in the spirit of the matrix Standard. This will naturally demonstrate their understanding of what it stands for, and their belief in the matrix Journey.