|
Process
Excellence case study...
Synesis helps functional managers achieve process
excellence by benchmarking core processes against a database of global
leading organizations, then working closely with our clients to develop and
implement action plans that close performance gaps. The quantitative
assessment and benchmarking of Executional Excellence and Organizational IQ enables
Synesis to effectively zero in on the root causes that prevent the
organization from achieving world-class process excellence.
In their pursuit for process excellence, our clients turn to Synesis for
answers to the following questions:
1. What do I need to focus on?
Example: One customer service manager told us “I’ve
been in my job for three months now. Cost of customer service is rising while
customer satisfaction is declining. I see at least a hundred things that need
to be changed. What are the three most important ones?”
Based on Synesis' quantitative benchmarking of the Organizational IQ of
customer service processes, we quickly identified the lack of communication
and coordination between customer service operations, product development,
and marketing as the root cause for both rising costs and decreasing customer
satisfaction for this specific client. .
2. What action do I need to take – and what are best practices from
other companies – to most effectively address the critical issues?
Example: A lack of customer intimacy and customer understanding was
identified as the key barrier to sales at a financial
services institution. Based on the experience gathered at working with more
than 100 organizations on change management issues, Synesis recommended that
the company introduce a mandatory root cause analysis of lost sales as well
as a standard email survey that gathered customer feedback on both won and
lost contracts.
3. What do external partners and customers say about my products and
services?
Example: At a large player in the health care industry, we evaluated
the effectiveness of sales channel management. In addition
to evaluating internal processes, we surveyed and interviewed representatives
of sales channels as well as customers. The results showed that the
customers’ priorities were very different from what the sales channel
emphasized. To increase the effectiveness of channel management, direct
customer interaction was strengthened and channel partners were educated on
actual customer needs.
Rather than relying only on operational performance metrics, Synesis focuses
on benchmarking and improving the core management practices that are the
drivers of sustained operational performance.
Typically, our clients strive for process excellence to achieve critical
performance goals such as:
|
- Instilling pricing dicipline
- Speeding up time to
market
- Accelerating new product
introduction
- Reducing cost of customer
service
- Improving customer
satisfaction
- Pushing more products
through sales channels
- Getting strategic
partnerships to work
- Reducing the cost of
recruiting
|
 
|
Read about our Case Example, Process Excellence:
Improving Decision-Making to Speed up Time to Market
|