Strategy is about developing a high-level plan to achieve business goals under conditions of growth, uncertainty and/or limited resources. Often, businesses find focus in tactical response to emerging issues or project-based initiatives within silos, rather than ensuring there is attention to an over-arching plan that is tied to the organization’s vision, mission, values and near or long-term goals. We work with clients to help them develop effective strategy, prioritize tactics and clearly communicate plans to ensure positive impacts on the customer and employee experience. We can help facilitate your organization’s strategy sessions and assist with implementation.
Complex organizational reporting structures and cumbersome business processes often lead to gaps in accountability that can significantly impact the efficiency and effectiveness of customer-facing functions, and ultimately the customer experience. We work with clients to evaluate their current operating structure in the context of the firm’s brand promise and intended corporate culture and then make recommendations for changes to service orientation, organizational structure, and systems and processes to ensure better alignment.
IT departments, in bringing application and infrastructure support, can often be characterized as “bolt-on” cost centres, rather than enabling strategic business partners. In evaluating Operations, we work with clients and our partners to leverage and integrate technology for increased margin, and to improve efficiency and effectiveness for the benefit of customers and employees.
In a value-driven environment, keen financial awareness and acumen is essential for any organization to ensure good judgment is exercised in making quick decisions. We work with clients to evaluate the current environment and make recommendations for the right systems, processes and financial accountability mechanisms to support fiscal awareness in Operations’ decision-making.
Ensuring there is integrity behind a firm’s brand promise and intended corporate culture is central to its success in effectively marketing a product and/or service. Ultimately, Operations is left to deliver on the promises made by the brand and its sales and marketing efforts. We work with clients to evaluate this relationship and make recommendations to ensure there is alignment between the promises made and the business’ capacity to deliver on those promises, with an ultimate goal of improving the customer experience.
In a customer-centric organization, the customer is at the core of the business, which means all corporate functions recognize the importance of satisfying customer needs. This is an important consideration when it comes to organizational priority and the pursuit of improved customer experience. It is the employees who interact at the transactional level with customers, both internally and externally, who help define an understanding of customer needs and expectations. We work with clients to align employee performance management programming with organizational goals by integrating standard operating procedures, service standards, training and development initiatives, engagement initiatives, goal and objective planning, and reward and recognition programs to improve the employee and customer experiences.