Business Improvement Offers

Diagnosis:

We have found that the main causes of dissatisfaction, delays and rework in most organisations originates from the 'disconnect' between customer expectations (either internal or external customers) and company practices. We will work with your management team to identify wasteful activities and processes and to map your organisation as a network of commitments designed to satisfy your customers. We are so confident in our approach and expertise that we offer to identify waste and to estimate its cost to your business within 3-6 weeks

Process Design & Improvement:

Our approach to process design takes traditional process flow, Key Performance Indicators (KPIs), time & motion study and combines them with our focus on keeping commitments to customers at the centre of our attention. We start from services that you deliver to your customer and clearly map the network of commitments, KPIs and structures required to deliver this service back through your entire organisation. This approach allows us to design in "customer satisfaction" at all steps leading to improved customer service for reduced cost.

Implementation:

To create a sustainable change we partner with your management team to implement a continuous improvement processes. Our Implementation approach focuses on piloting changes among selected teams. This allows us and your organization to validate and refine our design; but more importantly, create a measurable success that builds new ambition and possibilities in the rest of your organisation. We can manage all aspects of implementation, including training, recruitment and mentoring of staff, creation of process audit reviews and measurement of customer improvement.

Customer Service Improvement:

Our engagements with various organisations to improve Customer Service have demonstrated that the nature of breakdowns that cause waste, as well as customer dissatisfaction, are common to most organisations. These can be easily divided into four categories.

We either don't understand our clients concerns, or we do not gather sufficient information to fulfill our offer.

We set unrealistic expectation. This is either through lack of understanding on what our customer's needs, or lack of knowledge of the capacity of our organisation.

Customers concerns, or what has been promised to the customer, are not reflected in the activities of the organisation. Individuals work from a task list or focus on their own targets rather than evaluating what is needed to satisfy the customer.

We do not close the loop by ensuring the job is done and our customer is satisfied.

Process Design & Improvement:


	Our approach equips our consultants to observe such breakdowns, identify specific cases for each client and work closely with management and executives to estimate their costs to the business.
	We have successfully delivered our offers outlined above in a wide variety of sectors and organisations in Ireland and the U.K.