Change Management
Customer satisfaction in a service business is driven by the extent to which the service delivered meets or exceeds customer expectations. To ensure that organizational changes do not interfere with the ability of employees to manage and deliver on expectations, it is critically important for the business to address changes in processes, organization, and culture necessary for successful transitions. Muir & Company works with its clients to identify critical issues associated with change and to manage the factors necessary for success.
Example Client Project
Services Provided:
Strategic Market Planning, Continuous Service Improvement, Change Management
Issue:
A mature company had experienced multiple years of sales declines and efforts to reverse the trend were failing.
Solution:
The client, its markets, and its customers were analyzed to determine the causes of the sales declines. A new brand strategy was created to update the image of the client and new promotional materials were developed. The client’s sales program was completely revamped, restructuring the approach to sales, the sales territories, and the sales compensation system. A company-wide planning process was implemented involving all top management and key employees from all departmental areas and at all levels of the organization. The planning process was used to elicit ideas from all employees regarding organizational improvements and to create ownership of new client initiatives. Change management techniques and training were used to ensure a smooth transition for employees and customers.
Outcome:
There was a rapid turnaround of the client’s revenues and morale. Customers and the industry quickly took notice of the changes and industry competitors courted the client for acquisition.