Operational Excellence is a strategy for
ensuring customer retention and achieving growth by through the achievement
of superiority at the operational level. Our approach integrates our
Voice of the Customer, Customer Value Analysis and Process Management
offers to improve your customers' experiences, enhance your company's
competitive position, and increase market share.
Voice of the Customer identifies customers’
needs, and helps you translate them into product or service features,
Critical To Quality process metrics, and customer survey items.
Customer Value Analysis surveys the
market, not just your own customers, and tells you how well your company
is meeting customers’ needs relative to the competition. It
helps your company increase market share by identifying where innovation
and improvement efforts are needed to strengthen competitive position.
Process Management is a five-stage approach
for realizing and sustaining the improvements needed to achieve growth.
It involves:
Designing the process management system.
Operating and using the system to analyze process performance.
Improving the processes where necessary using Lean, DMAIC, and
DMADV methods.
Sustaining process improvements with effective communication
tools.
Aligning the process through the usage of change management
techniques.
Our consulting services can help you to:
Select the most appropriate approaches for gathering data on customer
needs
Ensure the alignment of your process metrics and customer surveys
with customer needs.
Create a surveillance system that maps your competitive position
and enables strategic decision making.
Target strategic areas for improvement.
Select the most appropriate techniques for process improvement in
the targeted areas.
Assess the effectiveness of improvement projects using survey results
and, where possible, link them to financial results.
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