Consulting Programs
Our programs designed to assist the organization’s management team in
leading change and transformation towards prime (good to great) in the
scope of services.
THE ORGANIZATION’S DEVELOPMENTAL BIG PICTURE: MISSION-VISION-CORE VALUES
Every organization need to have a clear picture of why it exists, what their key tasks and purposes are, what they want to achieve in the future, and also what values they believe in that would help them achieve it.
It is important for leaders to be able to describe clearly what their organization’s main purpose is about (MISSION), what they aim to achieve in the future (VISION), and also what value they firmly believe in that would enable them to bond the whole organization to move as one (CORE VALUES). This clarity will also enable the organization to attract similarly minded and committed people to join the organization.
The objective of this program is to assist our clients in developing their own organization’s MISSION, VISION and CORE VALUE STATEMENTS clearly and effectively.
STRATEGIC SERVICE INTENT (SSI)
Companies and organizations need to develop their own excellence and uniqueness if they want to be able to grow and compete sustainably in the long run. Developing this uniqueness and excellence should become a major part of any organization’s strategy.
Besides ‘business excellence’ and ‘operational excellence’, organizations need to develop the ability to satisfy their customers, to deliver ‘service excellence’. Each effort to improve corporate-wide and long-term quality of service should be based on a clearly defined focus and direction to enable each member of the organization have a common platform to serve excellently and sustainably as one.
The purpose of this program is to help our clients to clearly define their organization’s SERVICE STRATEGY FOCUS, or their STRATEGIC SERVICE INTENT (SSI).
Service Process & Standard Development
This intervention is expected to provide the client with customer experience (CX) journey and guidelines to analyse, design, manage, improve and measure the CX, which would help the client to become more differentiated and competitive.
All initiatives related to improving the CX should start with listening to knowing the voice of customers, how positive their experiences are with the service, what makes them satisfied and dissatisfied, what they feel as experience pains and what experiences the they expect. Our consultant team also need to understand the challenges related to quality of service from internal team’s point of view (through our organizational scan activity activities) based on what they have been faced ing and experienced ing when doing their jobs in service.
The client is assisted by our consultants team to develop CX journey, a visual map depicting a series of activities and involvement of the customers when they are in contact with an organisation, before – at the beginning – during – at the end – after the service of the organisation. When CX journey is already in place, the client and our consultant team need to analyse it and develop the CX guidelines or standards to help the client manage and measure CX more effectively. In measuring CX performance, there should be at least 2 approach to apply:
1) measuring compliance (tracking how consistent the CX standards are applied) and
2) measuring impact (knowing how satisfied the customers with the service they experience).
Complementary to problem solving in service and CX, the client should also need to encourage its team to explore more ways and work on service or CX innovation.