These range from interviews, surveys, and focus groups to quality function deployment to help articulate those characteristics that delight customers. A customer focused service strategy, tracking customer complaints, and measuring customer satisfaction complete the core of consulting activities provided. We not only help clients determine what to measure and what service levels to achieve, but also the most effective means for collecting and analyzing data to monitor performance. Without this critical planning activity, productivity gains are difficult to sustain and the risk of sub-optimization is high. Identifying and measuring the vital few indicators of superior performance focus attention on the effectiveness of key processes.
Important processes performed poorly become immediate candidates for productivity improvement.
These opportunities range from a complete process redesign to a series of continuous improvements. Once the process is fully documented and understood, various interventions can occur. Now, the application of a variety of tools and techniques helps to discover breakthrough solutions to improve productivity. Our proprietary Rapid Response Project Management technique enables this search for solutions. Competitive assessment and analysis, a basic element of strategic planning, often lead to benchmarking.