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Process
Improvement and Team Facilitation
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Focus Groups and Personal
Interviews
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The internal issues that can lead to customer
dissatisfaction with slow, cumbersome or
otherwise frustrating business practices are rarely
the sole responsibility of one department or
manager. Your business may be missing
competitive opportunities due to a variety of
communications, procedures, information systems,
staffing, training and rewards issues that can span
multiple functions and locations. While many internal
opportunities for improvement may be measured with
employee/internal customer surveys, focus groups can help
explore or identify critical issues before making major changes
or re-engineering a core process that could affect customer
satisfaction.
To facilitate
team efforts, ClienTell Consulting can design
interview and focus group guidelines to include
every voice with a vision for improvement
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among employees as well as customers. These
services can provide even further insights,
specific improvement suggestions, and establish a
shared vision for world class performance
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whenever a simple improvement or an easy answer isn’t
enough!
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