Balanced Scorecard Approach to Performance Management

WEB BASED PERFORMANCE MANAGEMENT Our product provides the flexibility needed to adapt to the multitude of requirements necessary to comply with today's wide range of technical business solutions and environments to add value to their specific business. In addition, the simplicity of its architecture allows for reduced implementation times and costs, with no loss in quality or results.

Those seeking certifications such as ISO9000 and the prestigious MalcomBaldridge award will benefit from using this product. Implementation of this product has allowed its users to prepare and align themselves to aim for such distinctions and validations.

Our applications have been designed to help you align your human resource efforts and performance with your company's strategy and objectives through the use of the balanced scorecard method and the development of key behaviors and competencies. This allows for a better administration of the three key aspects of performance: alignment, productivity, and satisfaction.

We believe a company's human resources to be the cornerstone of success, and one of the four pillars over which a company is built. Just as your company's technological infrastructure must follow the needs and objectives set forth by the board of directors, your employees must also be in complete alignment with the corporate strategy.

We provides a solution that covers all aspects of human resource management by storing the organization’s Balanced Scorecard goals and objectives and the strategic alignment of the organization. It also allows the organization to link its Key Performance Indicators (KPIs) with each employee. performance management, competencies, 360-degree evaluations, technical assessments, training, recruiting and requisitioning, career planning, employee satisfaction, and customer satisfaction. This solution enables and empowers work forces by providing them with the necessary skills, knowledge, and environment to reach their objectives and clearly understand their role in the company's success.

ROI We partner with clients to develop evaluation and measurement indicators to track quantitative and qualitative metrics.

Using a balanced scorecard approach, we offer clients strategies to identify:

• Better planning to meet internal requirements
• Identify just in time needs
• Measure results
• Improved customer request turnaround time
• Find value proposition to customer — how does it benefit them
• Identify value to the organization
• Measurable
• Systemic
• Linked to performance
• Flexible
• Results oriented

Outcomes of evaluation and measurement:

• Provides more value per dollar spent
• Contributes continuous improvement
• Standardizes the process to ensure most value added training content, right attendees, and improved proficiency
• Provide a process to identify the measurable results of training
• Improve performance to meet roadmap goals

What does it define?

• Financial Perspective
  How do we look to our shareholders?
• Customer Perspective
  How do we satisfy customers?
• Internal Perspective
  What must we excel at?
• Learning Perspective
  How can we continue to improve and create value?

Who Benefits

Customers

• Customer Satisfaction
• Retained Customers
• New Customers
• Improved Communication
• Improved Quality
• Improved Delivery
• Organization
• Improved Corporate Image
• Positive Return on Profit
• ROI Attainment
• Cost Savings
• ISO Compliance
• Improved Customer/Supplier Relationships

Managers

• Cost Containment
• Customer Satisfaction
• Employee Satisfaction
• Increased Productivity
• Reduced Auditing Time
• Increased Efficiency and use of resources
• Employee Retention

Employees

• Job Satisfaction/Motivation
• Improved Performance
• Improved Work Flow Process
• Improved Communication

VOICE OF THE CUSTOMER This process shows companies how to tackle the tough issues surrounding the development of an effective, consistent customer service and complaint strategy during a time of unrelenting change. By adapting elements of QFD (Quality Function Deployment) to the planning process, companies can achieve remarkable breakthroughs in market position and overall performance. The process provides a proven framework for linking the voice of the customer to every aspect of designing and implementing an effective corporate game plan, especially in the area of processing the all-powerful 'customer complaint.' Innovative tools such as Action Learning, choice modeling, catch ball, and strategy deployment are fully described through the experiences of organizations such as Shell, Ameritech, Hewlett Packard, NCR, FPL, Citibank, Johnson and Johnson, and the Ford Foundation.

We provide a groundbreaking how to approach that addresses the gap between hearing and listening to your customers' voices, and being able to translate their voices into tangible results. Participants will learn how to engage in a process of getting to know their customers and learning the meaning of their complaints and their point of view, so they can responsibly take action based on their customers' preferences, align the organization around the new insight they have acquired, gain buy-in for the resulting initiatives, and make the outcome of the initiative more successful. Voice of the Customer captures the right balance between being a step-by-step method and offering the theoretical framework to understanding and using customer voices.

Voices of the Customer will help you make sound, confident decisions that fulfill your customers' needs. "This process is an exceptionally comprehensive, step-by-step guide to incorporating the Voice of the Customer into the decision-making process of handling customer complaints and designing products or services. "Voices of the Customer” distills and integrates a profound understanding of the best tools and methods for conducting Voice of the Customer inquiries and describes step-by-step process and practical guidelines for taking action and getting useful results. Richly illustrated with actual case studies, this workshop will surely become a useful and widely used handbook by practitioners committed to improving their organizations' performance." Acting on the Voice of the Customer outlines the innovative five-step FOCUS process for using customer feedback to effect positive change within an organization. Replete with case studies showing the FOCUS process in action, Voices into Choices is a helpful workshop for businesses or governments, for those to whom it matters that they make the informed decisions necessary to stay competitive." William F. Weld.

Design: This program is divided into five modules consisting of twenty steps overall. The contents can be offered in either a three or five day version, which can be spread over the period of one to three months, as desired. The focus of the workshop is about improving your client organization's products and services, identifying and fulfilling customer service complaints and needs, and ensuring that the changes that are made to processes and policies are meaningful improvements. The information you need to focus your client’s efforts is available--in the voices of their customers.

Much has been written about the importance of listening to the customer voices and complaints, but few sources tell how to gather information firsthand and put it to optimum use. The Voices into Choices process offers a proven methodology to help your organization ground its actions using your customer perspectives. This approach teaches in a step-by-step fashion how to: effectively conduct in-depth customer interviews, capture customers voices and complaints verbatim, produce data that is capsulated in language, not numbers, and transform the data into data into a blueprint for action. The process gives you the confidence that future business decisions are customer-driven, not influenced by personal or organizational bias, or based strictly upon instinct of technical expertise.

We partner with you to prepare the following 10-step process is based upon a five day design as follows:

1. Hold a preliminary co-design conference with the client to set the stage, customize the design, and frame the problem selection.
2. Meet with the Learning Coaches for a one-day period to distribute coaches materials and review workshop structure
3. Hold the first kickoff day that would include: Frame the Project. Articulate the boundaries of the issues you want to explore and plan the project. Steps involved include: (1) Determine Purpose (2) Review Existing Data (3) Create Customer Profile Matrix (4) Create Interview Guide.
4. Conduct Day #2 as follows — Organize Resources. Determine the appropriate balance of scope, schedule, and resources needed to do the work and schedule the interviews. Steps involved include: (5) Estimate Project Requirements (6) Meet With Sponsor (7) Negotiate Scope, Schedule, Resources (8) Schedule Interviews.
5. Conduct Day # 3 as follows — Collect the Data. Prepare the teams to interview a diverse sample of people who represent key viewpoints on the issues. Steps involved include: (9) Prepare for Visits (10) Polish Skills (11) Finalize Preparations (12) Conduct Interviews (13) Follow-up.
6. Perform the interviews over the next month.
7. Conduct Day # 4 — Understand the Voices. Analyze statements collected during the interviews to gain insight about important areas of concerns and complaints, or opportunities. Steps include: (14) Check Direction (15) Develop Key Question/Customer Concerns/System Dimensions (16) Structure the Data/Construct Requirement Statements (17) Identify Key Themes/Assess Requirement Priorities/Identify High Leverage Points. Each step would be followed by reflection, and Reflection & Dialogue (R&D) would be built in at the end of the day, as needed.
8. Conduct Day # 5 — Select the Action. Generate and choose specific actions that will address the concerns or complaints and take advantage of the opportunity. Steps include: (18) Generate Ideas (19) Evaluate Ideas and Create a Complete Solution (20) Develop an Action Plan
9. Reconvene the Teams and do a follow-up review for 4 hours by bringing all teams together.
10. Capture the lessons learned. Write the Final Reports.

Summary
The Voices of the Customer process covered in this program is designed to help your organization use the voices of its customers to gain clarity and insight on how their requests, issues or complaints get heard throughout the company. The most important element is to ensure the request or complaint is handled consistently at every entry point the customer makes throughout the organization. The process allows your team to gain insight by structuring purposeful opportunities for divergent and convergent thinking--that is to broaden your view to consider numerous possibilities and then focus the decision making in order to move toward action that will get you results, fast!