Organizational Development:
Restructuring your business for high performance.

Organizational Development is designed to help you recreate, reorganize and revitalize your operation.

Manpower is the largest expense line item after Cost-of-Goods-Sold.

High profit operations are making maximum and efficient use of the efforts of all employees in the operation.

In this program we not only ensure you have all the right people properly positioned;
we ensure they are doing their jobs correctly.

We will work with your management team to create job descriptions for your employees and will make specific recommendations about their placement within the organization.

We then analyze profiles of the management team, noting areas where personality conflicts are causing communication problems, and making specific recommendations to minimize those problems.

This program helps you make sure you are getting a profitable return on your salary investment.

This is not a one-time session. This is an ongoing process in which you improve your daily store operations by comparing financial, operating, marketing, and “best practices” ideas with other non-competing furniture retailers. Professionally moderated by PCG, your peer network would meet three times annually to help each other improve performance. Joining a Performance Group would be like hiring ten to twelve individual consultants to look over your shoulder.

What we will do for you:

• The groups discuss improving their store operations by comparing financial, operating, marketing, and sales data and by exchanging ideas and best practices.

• The meetings are professionally moderated by an industry expert from Profitability Consulting Group.

• Comparative reports from each member are distributed quarterly or monthly, enabling members to track their progress and continually communicate solutions and profit opportunities.

• Benchmarks are established for key financial and quality drivers, giving the members the ability to track their performance against industry standards and other group members.

• Together, we will aid in your understanding of how your peers:
Create and retain loyal, satisfied customers.
Market, merchandise and sell to maximize profits.
Configure their systems and processes.
Monitor and control their costs.
Measure and manage through benchmarks.

Other important information:

• Profitability Consulting Group provides this service in partnership with the Xscend Company, an organization which has provided Performance Group services to over 3,500 satisfied clients since 1947.

• Whether the topic is sales, marketing, display, design services, inventory management, warehouse operations, delivery, or customer service, the "Best Practices" of furniture operations will be found among your successful peers. Join a Performance Group now!

As the retail furniture industry evolves we are seeing a transformation in customer motivation from price sensitivity to service sensitivity . Your customer service department plays a vital role in resolving complaints to your benefit. For instance, there may be a large number of open customer service cases, but how these complaints are handled creates opportunities to turn customers into clients for life.
 
Customer CareTRAC is our program for turning your entire staff into a world-class lifetime customer service team. We will work with you and your management team to evaluate your current customer service processes and the skill levels of your entire team with special emphasis given to your customer support staff, and make recommendations to improve your departments performance. We will demonstrate to your customer support team ways to handle all facets of customer interaction, from the development of a service issue and how to defuse the situation, to developing a partnership with the customer to solve the problem.
 
Having a service-focused culture gives you a decisive competitive
edge in gaining market share.

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