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CSI brings depth of experience and functional expertise to analyze and recommend improvements in process workflows, measurement processes, organizational design, operating controls, management information systems, and service delivery performance. Our business process reviews consist of two phases: assessment and implementation. In the assessment phase, we review and document the existing environment including organization structures and process workflows; conduct surveys; analyze service delivery performance; and work with clients to develop recommendations. During the implementation phase, we design comprehensive project plans for all approved recommendations and work alongside client associates to implement these plans.
We offer a comprehensive, full service solution targeted at creating a customer experience supported by the right business process alignment focused on reducing complexity and creating scalability. Our process also addresses transition plans of your valued employee assets, and provides business intelligence tools to measure success.
Our Customer Experience-Based Process Improvement Program involves a three-pronged perspective:
- The strategic perspective provides the framework for aligning the goals of your customer service operation with those of the organization as a whole. It ensures that people, process and technology are aligned with success drivers.
- The design perspective refines customer service functions to increase customer satisfaction, retention and revenue enhancement opportunities.
- The tactical perspective focuses on business intelligence using goals, KPIs, metrics, data sources and balanced scorecards to capture and report on how well your Customer Service Operation is meeting objectives in order to identify strengths and weaknesses.
Our Approach
This targeted business process alignment is accomplished from the customer perspective inward, using a multi-disciplined approach that identifies those things important to your customer and enhancing their loyalty, creating successful service models and improved financial performance for the organization. We bring proven Best Practices, Key Performance Indicators, Critical Success Factors and the Business Intelligence tools to support critical management goals within a continuous process improvement environment.
This unique approach is based on:
- “Customer In” perspective
- End-to-End solution that includes alignment of People, Process, and Technology
- Business Strategy driven by the voice of your customer
- Participation and collaboration across the organization and stakeholders
- Manage to achieve your “Definitions of Success”
- Support continuing process improvement
The first phase of this full-service offering provides immediate improvements to both operational and business processes by quickly mapping current processes against customer expectations and eliminating non-value add steps. The powerful combination of Lean Six Sigma principals, simple process mapping techniques and our unique Customer Architecture approach brings immediate improvements. A second phase of this program introduces business metrics and Voice of the Customer dashboards to allow managers to control their own processes with management through measurement techniques. CSI’s business intelligence tools can make the improvements more impactful through making management metrics come alive while building upon a client’s existing technology.
To learn more Customer Experience-Based Process Improvement, download our White Papers:
Common Sense Philosophy for Customer Experience-Based Process Improvement
Using Lean Six Sigma to Introduce Customer-Centered Services |
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