Consulting

Organisational Development & Learning – Consulting

Mission, Vision, Values Development

The leadership of any organisation needs to set directions and create a focus, clear and visible values and high expectations. The values and directions should guide all activities and decisions of the organisation.

The leadership must develop the purpose, vision and values for the organization that focus on the customer and other stakeholders, learning and innovation. Senior leaders should inspire and motivate the entire workforce and be personally involved in activities such as: planning, communications, performance reviews and employee recognition. Senior leaders must serve as role models in the organisation.

At SPECTRUM, we will assist you to:
• Define and articulate your organisation’s Mission, Vision and Core Values
• Build up the leadership capabilities at all levels of management
• Develop an implementation framework

If you have any specific needs, please contact us.

Vision, Values and Organisational Culture Development

Organisations need to develop a culture consistent with its values, and which encourages innovation, learning and achievement of organisations’ business objectives and goals.

At SPECTRUM, we will assist you to:

• Translate your values into policies, practices and behaviour and develop an implementation framework
• Permeate a culture consistent with its values and which encourages and support innovation, learning and achievement of organisation’s objectives and goals
• Overcome any differences between the current culture and the desired culture

If you have any specific needs, please contact us.

Integrated Business Planning

Many people view business planning as simply the preparation of a document. These documents generally focus on what has happened in the past and are not documents that are used in the business on an on-going basis to plan the direction of the business.

Our approach to business planning differs substantially. We see business planning as an on-going process of improvement rather than a document that looks at the business at a point of time. The process involves all the business’s key decision makers and provides the business with a structured approach to analyse the business.

Our consultants will play a vital role in the business planning process by providing the members of the planning team with the process and methodology to analyse their business and discuss strategic issues of the business.
Our consultants will also serve as a sounding board when management needs external assistance and inputs to clarify their thoughts during the business planning process.

If you have any specific needs, please contact us.

Strategic Planning

A strategy development process would help strength an organisation’s performance and competitive position. It should be integrated and focus on the organisation’s planning process, how key requirements are integrated into the organisation’s plans and how these plans are deployed, as well as how performance is tracked.

At SPECTRUM, we will assist you to:

• Develop a process for developing and deploying the organisation’s short-term and long-term strategic plans
• Develop key performance indicators that are aligned to the objectives and goals
• Develop a review mechanism to evaluate and make improvements to the plans
• If you have any specific needs, please contact us.

Performance Management and Alignment to Business Goals

A performance measurement strategy will help improve an organisation’s effectiveness and efficiency as well as enable every employee to understand how they will be measured and evaluated. The process of implementing an effective performance measurement strategy includes identifying achievable goals, setting targets and developing a hierarchy of measures for every team in the organisation.

At SPECTRUM, we will assist you to:

• Develop a performance measurement system and the performance indicators that are aligned with your business objectives and goals
• Pilot a performance measurement system and implement an integrated set of indicators

If you have any specific needs, please contact us.

Customer Experience Management

A satisfied customer does not always mean a loyal customer. The pressure is on to raise the bar on customer satisfaction and create superior, consistent customer experience.

We will help you revitalize your organisation by implementing CEM in your own organization with a view to countering the “fallout” associated with customer dissatisfaction. We will partner you to create the Customer Experience – your differentiating service experience for your customer and measure the huge impact customer experiences can have on your business.
Roll-out plans will be worked out with practical approaches that you can implement immediately that will ensure lasting customer loyalty. If your business relies on customer loyalty, you cannot afford not to have a Customer Experience Management strategy.

If you have any specific needs, please contact us.

Customer Experience Mapping – Managing the “Moments of Truth”

A process redesign involves modifying existing processes and systems or “starting over” to invent a better process for delivering service to the customer with the objectives of reduction of cycle time, cost savings and wastage reduction.

Customer Experience Mapping is more than just process. It entails charting out the customer’s path throughout the entire process to make the processes Customer-Centric. Besides fulfilling the objectives of reduction of cycle time, cost savings and wastage reduction, a customer experience map will enable you to:
• Weave in the customer experience you want to impact your customers when delivering the service.
• Identify the critical perception points in the process and make tactical decisions to wow your customers.
• Identify fail-points and incorporate failsafe measures accordingly
• Identify the areas to set Service Standards and Service Recovery.

If you have any specific needs, please contact us.

Change Management

The ability to adapt, initiate changes and transform the organization to compete for the future is essential in today’s business world. Technological developments, financial constraints, expanding markets, restructuring and mergers, new philosophies and government legislation are all putting pressure on organizations to change and stay dynamic. Yet the process of change is far from easy and implementing it successfully makes considerable demands on the managers involved.

At SPECTRUM, we will assist you to:
• Set the management and organizational change and development agenda
• Recognise the characteristics of effective and ineffective change behaviour
• Formulate an action plan to implement and manage the change agenda effectively

If you have any specific needs, please contact us.

Employee Satisfaction Survey

Organisations realised that putting people first would be the most important step towards strengthening your competitive advantage and market share. Satisfied employees whould deliver better services to customers which in turn leads to customer satifaction and royalty. To this end, the need to feel the heartbeat of the internal customer (employees) canbnot be over-emphasised.

Internal ‘customer feedback’ is thus important. Complimenting our external Customer Satisfaction Surveys, we will be able to assist you in designing and implementing Internal Climate Surveys to appraise employees’ perception of the workplace quality and their corresponding satisfaction. These surveys provide good insights that explain and link employee satisfaction to customer satisfaction; efforts that would help align marked improvements in both employee and customer satisfaction programmes.

If you wish to find out more about how we could assist you on this matter, please contact us.

Customer Satisfaction Survey

Customer satisfaction is a strategic asset in every organisation. Although many organisations track customer satisfaction, grappling with volumes of data that may seem to be of limited value may lead to extensive wastage in resources.

SPECTRUM provides our clients with the means to design and implement a tracking system within the organisation that will effectively allow the organisation to:
• Assess the customer satisfaction level
• Fully comprehend the key aspects driving customer satisfaction
• Prioritise improvement efforts to optimise customer satisfaction
• Customise as required and align the key survey issues to the SQA Framework

If you wish to find out more about how we could assist you on this matter, please contact us.

Business Continuity Management

Customer satisfaction is a strategic asset in every organisation. Although many organisations track customer satisfaction, grappling with volumes of data that may seem to be of limited value may lead to extensive wastage in resources.

SPECTRUM provides our clients with the means to design and implement a tracking system within the organisation that will effectively allow the organisation to:
• Assess the customer satisfaction level
• Fully comprehend the key aspects driving customer satisfaction
• Prioritise improvement efforts to optimise customer satisfaction
• Customise as required and align the key survey issues to the SQA Framework

If you wish to find out more about how we could assist you on this matter, please contact us.