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CSS uses its
proprietary CSS Service Culture ModelTM in this in-depth
assessment of an organization’s culture. Each component of
the Model individually is focused on a "Rallying Point" which typically
is derived from the corporate mission or vision statements.
Underlying the entire effort is a comprehensive communications plan that
will also be vital to the success of the culture change effort.
This model is used by
CSS during the course of these engagements to ensure that we perform a
comprehensive evaluation of the client and its major departments/service
areas. Based on the identified needs of the client, CSS includes a
core set of our existing methodologies and techniques that can address
client needs:
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Selective
Customer Interviews. CSS conducts interviews
and/or focus groups with representative customers of the client to
gauge the client's performance through its customers' eyes.
This enables CSS to assess several areas of the organization
including customer expectations, the effectiveness of the
organizational culture, processes, systems, and communications.
It will also allow CSS to identify individual departments that might
require a greater level of focus.
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Comparative
Culture Assessment (CCA). To gain an
understanding of the depth and consistency of commitment to the
customer, CSS will perform a CCA. This includes interviews
with management and staff at all levels in all major areas to gauge
service mindset for comparison horizontally and vertically in the
organization. CSS would prefer that these interviews include a
relatively similar mix of employees serving internal customers as
those serving external customers
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Evaluation
of Corporate and Individual Goals and Incentives. In
conjunction with the CCA, this analysis helps to define the extent
to which the client's structure and systems are designed around
meeting the needs of the customer. Results are aimed at
refocusing and rewarding employees for the behaviors that result in
customer satisfaction.
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High-Level
Review of Internal Service and Communications Processes.
CSS assesses major internal communications and service processes.
This helps to identify where operational effectiveness could be
improved to impact customer satisfaction.
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Evaluation
of Performance and Customer Satisfaction Metrics. CSS
reviews current performance measures to assess their completeness in
measuring the drivers of customer satisfaction: Attitude, Process,
and Product. We will also evaluate existing customer
satisfaction monitors for recommendations that could improve the
tracking process.
As a result of these
thorough engagements, CSS recommends actions to more fully develop a
Customer-Driven Service Model for the client that will ultimately result
in increased customer satisfaction, improved quality, reduced cost, and
enhanced employee morale.
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