companies use a variety of surveys and assessments to measure
progress and surface improvement "hot spots" in the
business. Many improvement approaches have them
integrated into the methodology, such as:
Baldrige criteria calls for capturing, analyzing, and acting upon:
Sigma has a number of points inside the DMAIC and DMADV models where
voice of the customer is obtained, measured, and analyzed
9000 requires a system whereby customer feedback is addressed
management often relies heavily on organizational environment
loyalty approaches advocated by authors such as Steve Walker, Brad
Gale, James Heskett, Earl Naumann, and Frederick Reichheld often have as
a cornerstone, a survey-based approach
the Voice of the Customer and Employee into your management system provides significant business benefits.
Acting on Customer Survey Feedback can increase repeat purchases,
referrals, and customer retention.
on Employee Survey Feedback can increase employee morale and productivity and
reduce turnover (thus reducing hiring and training costs).
should you be skeptical of surveys? More often than not, companies are not optimizing their investment in such
survey programs. Surveys take time and cost money. Doing a survey
and letting the results collect dust in a binder generates a negative ROI.
Our philosophy: "If you're not prepared to act on the results, don't
do the survey." With over 24 years experience in survey design and
analysis, JCG can help you squeeze every dime of value from your program.
How can JCG help?
Design and analysis
of employee attitude and customer loyalty surveys
planning is often a point
of failure in the process. In order to achieve a positive ROI for a survey effort, it's vital that your
organization take action on the survey results
JCG works with
your management to implement a streamlined action planning and tracking
provide value-added training on
survey action planning
in quantifying the financial impact of your survey initiative
Project-based surveys for efforts such as change management, Six
Sigma, and internal program assessments
international studies, we can refer you to a leading survey vendor with a worldwide
you have ever received feedback that “communication could be better
around here,” this service can be of help.
Tailored to your organization, it provides specific and
actionable feedback on communication gaps.
Addressing the gaps leads to improved productivity,
less confusion and errors, and higher customer satisfaction.
Doing before and after measures allows you quantify communication
support for your Baldrige-based efforts including internal assessments,
assessment evaluation, application prep support, and support in
addressing improvement opportunities.
Sound Bytes: Some unique ways
JCG consultants have helped others . . .
Through application of Six Sigma methods,
one organization reduced the cycle time of their customer survey process
by 25% and program cost by 40%.
In one company, it
was found that customers receiving survey follow-ups from the sales force
had a 1.3x greater probability of remaining loyal.
An action planning
and tracking process resulted in a worldwide increase in employee
satisfaction and gains in customer repurchase and referral.
wanted to reduce the surveying window for an employee opinion study.
A response sequence analysis showed that dissatisfied employees were
responding disproportionately sooner, and that "closing the
polls" early would skew the data.
In a change
management study, a timing analysis was performed quantifying a drop in
productivity with a sharp rise in sick days - not after a change was
announced, but several days prior - as word leaked out.
study was performed that quantified the amount of time and money being
spent on managers performing non-value add tasks.
a 1200-person organization to achieve over a 300-point gain in their
Baldrige-based assessment process.
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