Performance Improvement

“How can we improve sales?”

 

“Our customer service numbers are slipping! What can we do?”

 

“In this economy, we need to move in a new direction. How do we insure our employees are in the right positions and are focusing on the right outcomes?”.

 

While organizations readily link cost-cutting and process-improvement strategies (e.g., LEAN, Six Sigma) to the bottom-line (typically by cutting headcount), they hesitate when it comes to maximizing people performance as a way to improve the bottom line. Our unique industry position and our 100+ combined years of consulting service uniquely qualify us to help organizations maximize their human resource. Some noted projects completed by our Carr consultants include:

  • Work with an organization to transition from a top-down management philosophy to a team-based matrix organization. Assessment, feedback, and development services were implemented to determine the best way to maximize specific employee talents, to provide employee feedback concerning how the change will be difficult for them (and how to overcome these difficulties), and to hire in new employees who fit the organization’s changing culture. Our culture change success rate exceeds 85% (which is at least 4 times the industry average)
  • Work with an organization to take their existing phone-based (and reactive) customer service team and turn them into a computer- (and phone-) based customer service team that proactively engaged clients and implemented changes in how accounts were services. Client satisfaction with the organization improved by 6% in year over year ratings.
  • Use assessment, feedback, and reorganization processes to transform a reactive telecommunication sales team to a proactive consultative sales organization. An assessment process was created to define success in the old and new industry environments and our Content Custom feedback reports were used to help the sales people understand what it would take to make it in the new environment. Assessment results were tied to specific training and development initiatives for each sales representative. Over 85% of the current sales representatives were able to successfully move forward in the new environment.

Data are one of the most important assets an organization controls. Our clients recognize the data we collect on their employees can be used for a wide range of improvement processes. So, when they have questions about their people, they come to us and maximize the use of their data for their current purposes.