|
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
| 
