SITUATION C: ALIGNING PROCESSES WITH MISSION & STRATEGY

Client Profile:
· service firm in rapidly changing industry environment with large impact on customer expectations

Required Outcomes:
· determine areas for "customer-service based" organizational and operational refinements to align with corporate mission
· identify customer service needs and actions to better meet these needs

P.P.S.I. Response
· designed and facilitated Staff Forum, attended by over 50 people
· used round-robin discussion to identify customer service expectations
· assessed company Customer Service Standards through multi-voting techniques
· used "force field" analysis to determine barriers to delivering expected service levels
· applied priority-setting tools to select the most significant root causes
· through a nominal group variation, developed options and solutions to improve effectiveness

Assignment Outcome
By the end of the facilitation session, the group had:
· defined a set of customer needs, sorted into 4 dominant themes
· assessed the Customer Service Standards and identified how to measure attainment
· identified barriers and 3 core issues causing these barriers, and developed action responses and consequences for these issues