Signature
Engagement Type: Survey
Problem: What do our customer's really think about Signature and its services?
Approach: Survey 3200+ clients via email.
Recommendations: revamp website, organize around clients.
Results: a commitment to continuous improvement and client retention. (financial results TBD)
Engagement Type: Survey
Problem: What do our customer's really think about Signature and its services?
Approach: Survey 3200+ clients via email.
Recommendations: revamp website, organize around clients.
Results: a commitment to continuous improvement and client retention. (financial results TBD)
AH Enterprises
Engagement Type: Performance Management
Problem: A client team did not have any way to measure their performance.
Approach: Meet with team members to understand critical success factors.
Recommendations: Design performance management system based on behaviors.
Results: Teams productivity increased, client satisfaction, better team dynamics.
Engagement Type: Performance Management
Problem: A client team did not have any way to measure their performance.
Approach: Meet with team members to understand critical success factors.
Recommendations: Design performance management system based on behaviors.
Results: Teams productivity increased, client satisfaction, better team dynamics.
Hampton Inn
Engagement Type: Survey
Problem: Does the home office have too many standards and procedures for the hotels?
Approach: Interview 10% of the hotel population to understand what the hotels think.
Recommendations: Streamline standards and processes removing redundancies freeing up staff time at the hotel level so they can focus on the guests.
Results: Customer satisfaction levels increased.
Engagement Type: Survey
Problem: Does the home office have too many standards and procedures for the hotels?
Approach: Interview 10% of the hotel population to understand what the hotels think.
Recommendations: Streamline standards and processes removing redundancies freeing up staff time at the hotel level so they can focus on the guests.
Results: Customer satisfaction levels increased.
IHG
Engagement Type: Deployment feedback survey, vendor management
Problem: How are our vendors performing with our IT deployments to the hotels?
Approach: Telephone survey General Managers eliciting feedback to improve process.
Recommendations: Implement standards, Action Plan for results, Institute Scorecard.
Results: Streamlined deployment processes, real time feedback to address problematic installs, and scorecard measures that track vendor performance.
Engagement Type: Deployment feedback survey, vendor management
Problem: How are our vendors performing with our IT deployments to the hotels?
Approach: Telephone survey General Managers eliciting feedback to improve process.
Recommendations: Implement standards, Action Plan for results, Institute Scorecard.
Results: Streamlined deployment processes, real time feedback to address problematic installs, and scorecard measures that track vendor performance.
Insurance Intermediary
Problem: Differentiate from competitors, change focus from transactional to relationship selling.
Approach: Create assessment process involving key sales force to design customized relationship management strategy.
Recommendations: Total customer relationship management process involving training, tracking, and communications methodology.
Results: Moved organization from transactional to relationship-focused. Improved internal teamwork and provided opportunities to prospect for new clients.
Problem: Differentiate from competitors, change focus from transactional to relationship selling.
Approach: Create assessment process involving key sales force to design customized relationship management strategy.
Recommendations: Total customer relationship management process involving training, tracking, and communications methodology.
Results: Moved organization from transactional to relationship-focused. Improved internal teamwork and provided opportunities to prospect for new clients.
Small, Emerging Service Company
Problem: Move organization from $1 million to a $10 million in revenues and reduce staff turnover.
Approach: Organizational assessment including in-depth employee interviews.
Recommendations: Recruit a COO to allow CEO/Founder to focus on strategy and developing sales force; create an operations manual to standardize processes and procedures; implement an HR strategy to select and retain top talent; mentoring program including one for CEO to develop skills.
Results: Turnover decreased.
Problem: Move organization from $1 million to a $10 million in revenues and reduce staff turnover.
Approach: Organizational assessment including in-depth employee interviews.
Recommendations: Recruit a COO to allow CEO/Founder to focus on strategy and developing sales force; create an operations manual to standardize processes and procedures; implement an HR strategy to select and retain top talent; mentoring program including one for CEO to develop skills.
Results: Turnover decreased.
Insurance Entity
Engagement Type: Coaching
Problem: Key employee failing because of communication skills
Approach: 360-communication assessment followed by one-on-one coaching.
Recommendations: Focus on the areas that need the improvement: slowing down thoughts, think critically about how information would be received, seek clarification and feedback.
Results: Employee has become a valued member of the Management team and an important
resource for staff.
Problem: Reduce staff turnover
Engagement Type: Coaching
Problem: Key employee failing because of communication skills
Approach: 360-communication assessment followed by one-on-one coaching.
Recommendations: Focus on the areas that need the improvement: slowing down thoughts, think critically about how information would be received, seek clarification and feedback.
Results: Employee has become a valued member of the Management team and an important
resource for staff.
Problem: Reduce staff turnover
Technology Group
Problem: integrate "voice of customer" and "voice of employee with strategic objectives.
Approach: Design, implement and analyze benchmark client and employee satisfaction surveys (web-hosted); compare results with industry benchmarks.
Recommendations: Create, implement and monitor a comprehensive communication strategy; devise retention strategy to hold the attrition of key employees who are valuable to clients.
Results: Client used results in public relations materials internally and externally; HR Director hired to provide greater expertise for employees.
Problem: integrate "voice of customer" and "voice of employee with strategic objectives.
Approach: Design, implement and analyze benchmark client and employee satisfaction surveys (web-hosted); compare results with industry benchmarks.
Recommendations: Create, implement and monitor a comprehensive communication strategy; devise retention strategy to hold the attrition of key employees who are valuable to clients.
Results: Client used results in public relations materials internally and externally; HR Director hired to provide greater expertise for employees.
Insurance Entity
Problem: Fast growing insurance entity wanted to keep on growth path but in a more focused way.
Approach: Customized strategic planning sessions for executive committee to revisit core values and goals and to articulate brand promise.
Recommendations: Customized communications strategy; rollout to employees; involve employees in creating brand promise.
Results: Core values, brand promise and long-range goals integrated into all company activities such as Employee of the Month; company has been able to utilize goals and core values to make difficult decisions in a turbulent market.
Problem: Fast growing insurance entity wanted to keep on growth path but in a more focused way.
Approach: Customized strategic planning sessions for executive committee to revisit core values and goals and to articulate brand promise.
Recommendations: Customized communications strategy; rollout to employees; involve employees in creating brand promise.
Results: Core values, brand promise and long-range goals integrated into all company activities such as Employee of the Month; company has been able to utilize goals and core values to make difficult decisions in a turbulent market.
Mid-Size Insurance Intermediary
Problem: Reduce the cost-per-transaction of a paper and labor-intensive process.
Approach: Business process redesign project involving business users and the IT department to investigate efficiencies internally and downstream
with carriers.
Recommendations: Combine documentation from intermediary and client; use email with security controls to prevent altering documents.
Results: Process steps collapsed from 7 to 4; elapsed time to issue a policy correctly reduced by almost 30 days; greater interaction between intermediary and carrier through email communications.
Problem: Reduce the cost-per-transaction of a paper and labor-intensive process.
Approach: Business process redesign project involving business users and the IT department to investigate efficiencies internally and downstream
with carriers.
Recommendations: Combine documentation from intermediary and client; use email with security controls to prevent altering documents.
Results: Process steps collapsed from 7 to 4; elapsed time to issue a policy correctly reduced by almost 30 days; greater interaction between intermediary and carrier through email communications.