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Business Organizational Development:

 

 
Service Delivery Provides

• Needs Analysis to Identify Business Opportunities and Problem Areas
  1. Observe Operations and Process Management
  2. Interview Management and Staff
• Company Culture Evaluation - Develop Mission/ Statement of Values
• Organization Structure Analysis
• Competitive Market Evaluation/Gap Analysis
• Company and Department Business Planning
  1. Set Objectives
  2. Determine Benchmarks/Action Plans
• Develop an Operations/Procedures Manual
• Establish Acceptable Performance Standards Based on Job Descriptions
• Develop Performance Review Process
• Create a Communication System Bringing Departments Together
• Review Delivery and Warehouse Personnel Organization and Process

Delivery Schdule

• 1st visit - 3 Days - Needs Analysis, Company Culture, Organization
  Structure, Interviews, Observations, Vision and Mission Statement,
  Business Plan and Performance Gap Analysis, Process Management
• 2nd Visit - 3 days - Prioritize Actions, Recommendations, Performance
  Standards, Communication System, Job Descriptions, Performance
  Review Process, Organizational Best Practices
• Total = 6 Days on Site Consulting, 3 days programs development.

  
 
 
 
 
 
 
 
 
 
 
  Performance Group Trac  
 

How can you effectively afford to have outsiders examine what you do and how well you do it? How can you learn from others what is working and what is not? Is there a way to be held accountable among your peers?

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!
 
 
       
       
  Customer Service TRAC:
Developing a customer care culture.		  


 1. Create a Customer Focused Service Culture
      A. 15 Service Competencies - 14 top service providing companies
      B. The Three Pillars of Customer Service Competency
           1. Hiring
           2. Developing
           3. Motivating
 2. Quality Customer Service Through Communication
      A. ABC's of Complaint Handling
      B. Handling Telephone Complaints & Telephone Traps (Ford Motor Co. )
      C. Meeting the Customer
      D. Keys to Good Listening
 3. Quality Service Skills
 4. Communication Cycle
 5. The Critical Role of Customer Service Associates (and everybody else)
 6. The Role of the Customer
 7. Our Role in Human Relations (Maslo's Hierarchy)
 8. The Art of Questioning
 9. The Customer Service Attitude and Skill Review
      A. Probing
      B. Acknowledging
      C. Informing
      D. Managing Customer Dissatisfaction
      E. Concluding the Call or Meeting
10. Delivery Staff Education
      A. Job descriptions
      B. Roles and Responsibilities
      C. Scripts for Customer Response
      D. Appearance and Procedures
      E. Motivation and Performance Recognition
      F. Customer Care Activities
11.Customer Service Measurement
      A. 50 Ways a Customer Judges Customer Service
      B. Customer Satisfaction Surveys and Interviews
      C. Focus Groups
      D. Round Table Discussions
      E. Goal Setting and Accomplishment Recognition

  
 
 
   
       
Recruiting, Interviewing and Hiring TRAC   Recruiting. Interviewing and Hiring TRAC:
 


"We are in the people business." "People are our greatest asset." How often have we heard these statements? Yet companies continue to experience high turnover, low productivity and are held hostage by an unproductive staff.

In order to be effective and productive, we must "start with the right people and put them in the right seat on the bus," according to Jim Collins, author of the book "Good to Great."

Recruiting is a 7 day, 24 hour process and a specific discipline with many facets.

Services Delivered:

  1. We will review what avenues are available for recruiting
  2. We will review how to structure, place and position employment ads
  3. We will learn where to look for qualified candidates
  4. We will develop profiles, job descriptions and skill requirements
  5. We will discuss recruiting success stories and defeats

Hiring the right individual represents a considerable investment. Time, money and effort are spent in recruiting, interviewing and selecting applicants. What are the real costs? We will analyze them.

Effective Interviewing provides you with a systematic process for conducting in depth
interviews. You will learn how to Plan, Conduct and Evaluate through a focused selection process.

In Planning, you will learn to:

  1. Develop a Profile
  2. Design a Job Description
  3. Establish required Characteristics
  4. Prepare for the Interview

In Conducting the Interview, you will learn to:

  1. Open the Interview
  2. Gather Information and ask legal questions
  3. Process obtained information
  4. Close the Interview Effectively

In Evaluating, you will learn to:

  1. Identify Useful Evidence
  2. Assess Applicants
  3. Make the Hiring Decision


Delivery Schedule:
This is a 2 day program which can be delivered in a seminar, instructor-led process to an entire management team or in a meeting environment with a small
Group.

  
       
       
   
       
 
   
 


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