World Class Leadership - A Strategic Measurement and Improvement Process
Aquarius Training & Development leads a multi-dimensional process designed to move the organization towards higher levels of customer satisfaction, return and recommend rate, preference and loyalty. These factors are often referred to as being 'World Class' , but actually have a statistical signicance of achieving a 94% satisfaction rate or higher, according to customers.
We have done the research that identifies the ten factors that statistically influence perception of 'World Class Status' which should only be considered a valid term when used by customers- not the suppliers describing themselves.
A strong theme of World Class Status also refers to the relationship with competitors in the market, therefor, direct comparisons in each of ten areas are included in ATD's approach.
Additionally, there has been found to be a direct relationship between levels of quality and satisfaction found with customers and the levels of quality and satisfaction found internally with employees, managers and between departments within the supplier's organization. Internal emphasis is an important part of the World Class Leadership program.
The World Class Leadership program can be instituted across an entire organization or within a specific department or branch.
Program Elements:
External Customer Satisfaction Survey ATD will design and administrate a valid statistical instrument to capture customer satisfaction levels including the calculation of return and recommend rates and organizational strengths and weaknesses.
Internal Audit Of Customer Satisfaction ATD will measure employee and manager opinion and perceptions of the core satisfaction variable set for comparison with external satisfaction metrics.
Competitor Bechmarking Study Once external satisfaction study results are collected, specific analysis is performed of competitor products and services in areas customers indicated satisfaction with the supplier was not best in class. ATD will lead strategic change brainstorming sessions to develop alternatives to mitigate competitor advantage.
Executive Findings and Recommendations Session Complete analysis and findings from each of the three research elements are shared at the highest levels, and strategic plans are made for the championing of improvement efforts where needed.
Departmental Feedback and Satisfaction Training A one day feedback and training session is held with each department to share critical metrics and track improvement opportunities within their own areas which can be undertaken to positively affect areas in need. Employees and departments learn what is most important to improving satisfaction levels and where improvement efforts will produce the best results. Specific improvement initiatives and dashboard metrics are put in place to move the organization in the right direction.
External Satisfaction Survey Re-measurement After an appropriate length of time is allowed for improvement efforts to take hold (usually 6 months or more) an identical satisfaction survey is administered to compare the results of improvement efforts. Current overall return and recommend rates and customer preference levels are measured against past levels with appropriate recognition for successes in each department provided.
Contact us today to talk about how we can help your organization become much more competitive and to earn 'World Class Status'.