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ROBLEMThe organization was always working under a crisis mode, with the managers feeling pressured and "under the gun". There was discord and resentment among the manager team, which reflected in the employees. Re-work and bureaucracy were eminent. Two of the managers were at odds with each other, which was evident to the employees, and created additional discord. The Customer Service group showed a lack of concern for the customers, assuming that it was "OK" to wait in line, be referred to another line, come back another day for certain transactions, etc.Customer were complaining for lack of service and long waiting lines. SOLUTIONManagement Resources Inc. (MRI) :Facilitated a customer needs analysis and company needs analysis sessions.Conducted focus groups with customers and employeesWorked with the managers in developing strategic plans and objectivesEstablished work priorities and set specific goals that were deployed throughout the organization Initiated a program to aid in replacing undesirable attitudes with positive ones Conducted a Team Building workshop for managersConducted a Customer Service session for the Customer Service groupRESULTSResults became very visible:Sensitivity to the customer increased throughout the organization, not only at the management level but particularly in customer representatives. The management team became more cohesive and learned to respect each others opinions and reach consensus on departmental issues. The managers in conflict learned to work with each other, which resulted in improved cooperation and better service to the customer. Their two departments became more productive and morale improved. The attitudes of all involved showed considerable improvement.Many customers expressed satisfaction to the new corteous and speedy manner they were treated.Managers became more confident and allowed room for initiative from their employees. This resulted in process improvements and increased customer satisfaction due to reduced bureaucracy. The "empowered" employees were more satisfied and productive.
Improvingcustomer,service,larg