We have been helping organizations improve and manage performance since 1991. We facilitate performance improvement by taking a customer-focused process based view. This involves helping the senior leadership team to shift attention towards measuring, improving and managing the large end to end processes which create value for customers such as customer engagement, order fulfillment, procurement and new product development. Our process management consulting and process improvement training services address the needs of clients in industries such as financial services, energy, and telecommunications.
Our consulting approach will appeal to those who believe that their organization’s top team is ultimately responsible for both the strategic direction and the operational performance of the firm. We seek to serve executives who appreciate that customer value is created via the flow of work that crosses organizational boundaries. We help executives develop a road map for process improvement aligned with strategic objectives. Our goal is to facilitate performance improvement and even transformation through applying process management and customer experience principles. We provide advisory services on how to generate observable results in weeks, versus months via rapid, high impact process improvement projects.
Our work is based on the principles of customer value creation. We believe that customers are increasingly demanding higher levels of speed and quality, yet some leaders mistakenly continue to unduly emphasize reducing the costs of operations. We all know that customer expectations aren’t likely to cool down anytime soon. That means value creation must go beyond the improvement of individual business processes to the application of process management and customer experience principles across the value chain. We embed these principles in our work with clients on assignments such as the alignment of process improvement priorities with strategic direction, advising and facilitating successful, rapid, high impact process improvement projects, and providing process improvement training and process management coaching. Contact us to discuss the intersection of customer experience management and process improvement and management.