case study examples 

Getting Off The Ground

Leadership and Organiz..
Advice and Coaching
Generating Revenue
Building The Organiz...
Strengthening The Organ...
Keeping Customers...
Keeping Employees...
Cost Effectiveness in...
Program Development and...
 
 

 

 

 

 

 

 

 

 

 

 

 

 

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Maintaining

Keeping Customers Happy ( Case 1 / Case 2 / Case 3 / Case 4 )

Case 1

Client: Pharmaceutical Company
Topic: Customer Satisfaction

Situation
Our client was:

  • A pharmaceuticals company in the process of restructuring itself
  • Aspiring to gain a better understanding of its customer's needs

Challenges
The challenges facing us were in:

  • Dealing with specific market and distribution issues
  • Addressing financial issues pertaining to the need to cut costs in the health care system

Actions
The actions we took to address these challenges were:

  • Analysed customer satisfaction
  • Identified the strategic positioning the company wanted to maintain
  • Compiled input and research from customers to assess the organization's performance
  • Determined the areas of improvement necessary to align processes with the in-house strategy

Results
Our actions resulted in:

  • An approach and recommendations that still guides the organization to this day

Case 2

Client: Non-Profit Health Organization
Topic: Expansion of Area of Expertise

Situation
Our client was:

  • A non-profit organization comprised of various stakeholders in the food and nutrition field
  • Needing to deal with a declining relevance to its membership
  • Faced with declining revenues
  • An organization providing advice to the government regarding food-related issues, as well as providing services in the area of research and public relations

Challenges
The challenges facing us were in:

  • Turning around a declining membership in the organization
  • Ensuring financial viability
  • Maintaining an image of the organization as an objective industry association
  • Dealing with many complex issues and agendas within the multi-faceted membership of organization

Actions
The actions we took to address these challenges were:

  • Assessed which service offerings are appealing to which groups, and why
  • Facilitated discussion between different groups with differing agendas
  • Redesigned the organization while maintaining the validity of its mandate

Results
Our actions resulted in:

  • A revitalized organization and an increased level of satisfaction among the members
  • Ultimately resulted in the restructuring of the service offerings into different packages appropriate for different groups

Case 3

Client: Credit Branch of Retail Enterprise
Topic: Quality Assurance of Services

Situation
Our client was:

  • The credit arm of a retail store
  • Dealing with quality issues, including those involving the outsourcing of some services

Challenges
The challenges facing us were in:

  • Dealing with significant restructuring and changes
  • Accomodating the limited resources within the company
  • Dealing with the inherent negative character surrounding quality issues

Actions
The actions we took to address these challenges were:

  • Diagnosed where quality issues originated, focusing on customer-facing areas
  • Examined the problematic processes for quality assurance
  • Developed options for dealing with the problems given the limited resources available
  • Made recommendations for changes based on increased effectiveness and quality

Results
Our actions resulted in:

  • Significant change and restructuring in the organization and increased quality management

Case 4

Client: Non-Profit Health Service Provider
Topic: Meeting Demands of Growing User Base

Situation
Our client was:

  • A government body concerned with health services matters
  • In need of a new IT system to meet changing management needs

Challenges
The challenges facing us were in:

  • Dealing with the investment level associated with acquiring and successfully implementing a new technology — with the inherent risk factors and pressures to see a positive ROI

Actions
The actions we took to address these challenges were:

  • Identified the needs of those who would be using the new system
  • Assessed the main areas in which the previous system had failed to meet user needs and how
  • Identified the specific data requirements that needed to be met by the system - what kind of data would be used and how it has to be manipulated
  • Assisted in the development of a set of criteria or requirements specific to this group and its needs
  • Made recommendations based on an assessment of needs for the software and organizational systems along with changes that need to be implemented in order to best suit the client's need

Results
Our actions resulted in:

  • The identification of a better information system for the organization that took into account the management information needs of the organization

 

 

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