Employee Engagement & Team Building
Employee engagement and strong teams are critical for service businesses to deliver consistent service that supports business strategies and exceeds customer expectations. Muir & Company works with its clients to create employee ownership of strategies, processes, and tactics and to build teams that trust each other. In doing so, we help company executives ensure successful attainment of their goals.
Example Client Project
Services Provided:
Strategic Market Planning, Employee Engagement & Team Building, Continuous Service Improvement
Issue:
An in-house, non-profit Third-Party Administrator (TPA) for a large, national healthcare system desired to compete in the open market. Although the group already had a number of large external clients, the clients were acquired in an ad hoc manner. The TPA lacked a cohesive market strategy, the management team was not working well together, and there was no systematic approach to customer service.
Solution:
Muir & Company created a custom strategic market planning and continuous service improvement process for the client and worked with the client to manage the cultural changes necessary to successfully implement the strategies and tactics created by the process. A key focus of the effort was to engage employees in the creation of strategies and tactics to create ownership of resultant ideas and processes, and to develop a team environment among management employees.
Outcome:
The client’s management team developed a high level of trust and began working together to create successful strategies and tactics for developing new business and entering new markets. The client’s continuous service improvement led to large increases in customer satisfaction year over year.