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- Strategic
Value Assessment
A Strategic
Value Assessment is a
technique designed to examine and value rank work
activities within an organization. It
identifies assigned tasks, time spent on those tasks,
management span of control, work products and
processes, and work activity costs.
A Strategic Value Assessment involves reviewing
process models and documentation to identify potential
inefficiencies and duplication, interviewing to crate
a catalogue of work activities, conducting focus
groups to value rank activities and generate cost
savings ideas, and developing a detailed cost
analysis. Deliverables of a Strategic Value
Assessment include a
blueprint which links the work unit activities with
overall organizational strategy and measurements of
success and an implementation plan.
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- Work
Environment Audit
A
Work Environment Audit is a technique used to access
the communication climate, the degree of supportive
and defensive communication, individual communication
skills related to the work environment, the nature and
importance of formal and informal communication
channels, and the level of collaboration and
participation in the organization. It
identifies opportunities to increase organizational
effectiveness while enhancing individuals' commitment
to influence
their work environment in positive ways.
A typical Work
Environment Audit involves using surveys and interviews
to collect input in three areas:
1.) What is the current status of the organization's
work environment and communication climate?
2.) What unresolved organizational
issues related to the current
work environment must be addressed?
3.) What are the next steps required to promote a
healthy work environment?
Through analysis, an objective measure
of people's perceptions of the work environment and a
set of recommendations on how to enhance the
communication climate are provided.
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- Customer
Satisfaction Studies
A comprehensive Customer Satisfaction Study will
identify:
1.) Who are the customers?
2.)
What are their expectations, experiences, and
satisfaction levels?
3.) What strategies and practices can be implemented
to improve customer satisfaction?
To answer these questions a model of customer
satisfaction rooted in the relationship
that exists between customer expectations and
experience is used. The three primary points of
customer contact with an organization through which expectations
develop are people, process, and product. Essentially,
the difference between customers' expectations and their
experiences across these three points of contact
determine their level of satisfaction. A Customer
Satisfaction Study will access expectations,
experiences, and satisfaction levels using both survey
methodology and interviewing techniques.
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