Assessment

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.


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.


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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