We welcome consulting opportunities not only as an opportunity to offer our expertise in a given area (as listed below) but also as an opportunity to add value to the team with which we collaborate – we teach, we coach and we mentor and in so doing, we equip and empower the team to succeed as they undertake their next project.

 

Consulting Area: Project Management

Project management is a language that must be spoken and a process that must be followed if a team is to succeed in consistently delivering projects on target, on time and on budget. However, the reality of it is that three out of four projects are challenged and fail to deliver quality while experiencing overruns in time and cost.

 

Our project management consulting encompasses the life cycle of the project from initiating, planning, executing, monitoring/controlling, and closing whether the project is the traditional plan-driven project or the growing brand of value-driven projects that require a more ‘Agile’ strategy (Back to top).

 

Consulting Area: Customer Service

Our consulting as it relates to customer service consists of any or all of the following three basic phases:

 

Phase One - Evaluate

During this phase, we will evaluate your organization’s current customer service levels through a combination (as appropriate) of assessments such as: surveys; audits; interviews; mystery shopper; etc (Back to top).

 

Phase Two - Educate

During this phase, we will educate your customer service team and management through the delivery of one or more of the following programs:

• Pre-requisite: Orientation – Presentation of the results of Phase One
• Beginner level – Customer Service Skills: 9 Steps to Superior Customer Service
• Intermediate level – Customer Service Behaviors: Moments of Truth
• Advanced level – Value-adding Customer Service: AV3
• Special Skill 1 – Handling Difficult Customer Service Situations / Service Recovery
• Special Skill 2 – Promoting Sales Through Customer Service
• (Back to top)

 

Phase Three - Motivate

During this phase, we will motivate your customer service team and management to assess and tangibly measure the improvements made as a result of the implementation of Phase One and Phase Two through the Kirkpatrick model and the launch of a (easily implementable) Net Promoter Score program (Back to top).

 

Consulting Area: Business Process Re-engineering

Every organization consists of the interaction between three basic dimensions: Staff; Processes; and Technology. Technology constantly changes and staff develops and changes as well; yet, processes (if not updated) remain the same. That is where business process re-engineering (BPR) comes into play. The sole purpose of BPR is to make process improvements by means of elevating efficiency and effectiveness of the business process that exists within and across organizations. The key to BPR is for an organization to look at its business processes from a fresh perspective and determine how it can best re-construct these processes to improve how business is conducted(Back to top).

 

The BPR process is the following:

• Step 1 -- Identify processes
• Step 2 -- Review, update & analyze ‘As-is’
• Step 3 -- Design ‘To-be’
• Step 4 -- Test & evaluate ‘To-be’
• Step 5 -- Make adjustments (if needed)
• Step 6 -- Implement ‘To-be’
• (Back to top)

 

Consulting Area: Launching a ‘diversity’ initiative

To achieve an all-inclusive, diverse and flexible work environment that values and respects all employees... is not by any means an easy initiative. And given today’s global workforce trends, it is not a choice; it has become a corporate imperative (Back to top)!

 

Key Services:

• Executive Communication / Facilitation
• Project Management (of the entire initiative)
• Instructional Design (for the development of a Diversity Program)
• Program Delivery and Trainer Certification
• Business Analysis (through the completion of Pre- / Post- Assessments and Reports)
• Succession Planning (to ‘hand over’ the initiative to an appointed leader)
• (Back to top)

 

Key Services:

• Creation of a ‘Diversity Board’ referred to as: Diversity Champions
• Development of a Strategic Plan for the Diversity Initiative
• Scheduling of Diversity Events (in strategic alignment with the vision of the initiative)
• Development of a Diversity Training Program and complementary Certification Program
• (Back to top)