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Engagement Description
(e.g. IT internal clients). Conduct interviews and summarize results.
Representative Delivery Summaries with Benefits Achieved
 | Assess Customer Satisfaction or the Client Satisfaction of an internal group (e.g. IT) -- for | |
| a Product or Service. |
| Conduct Survey - Develop a survey to assess Customer or internal Client satisfaction |
| Summarize Findings -- Product and Service Delivery Improvement Opportunities. Develop | |
| a list of strengths/weaknesses/opportunities and product usage findings from the survey. Summarize any requested high priority product changes along with specifics of characteristics that the solutions should incorporate to satisfy the needs of the target market. |
| Skills Assessment. May be asked to deliver skills assessments of the product development | |
| or IT staff whose Client satisfaction is being assessed. |
| Organization Maturity. May, if appropriate, show the current level maturity of the | |
| organization and its service delivery compared to industry best practices. |
| Phased Service Improvement response & Gap Analysis. Work with Product Management | |
| or Product Development or IT to develop a phased service improvement response and plan to define a desired "future state". Deliver a "gap analysis" between the "current state" and the desired "future state" and recommend a roadmap of phased initiatives to "fill the gaps" along with a high level cost/benefit. Recommend the organization and skill sets of the "future state". |
| Benchmark Spend. Often am asked to benchmark the spend of the organization against | |
| other similar organizations. If spend is not in line, recommend opportunities to correct it. |
Representative Delivery Summaries with Benefits Achieved
 | $3B Storage firm -- worked with their Customer Service & Support, Product Management, & | |
| Software Development organizations to develop/perform a customer survey of large enterprise customers to ascertain the reasons why there was low customer adoption for the past decade of a highly strategic storage diagnostic tool. |
| Recommended over 40 software diagnostic tool changes as a result of in-depth | |
| customer interviews. |
| Creation of a prioritized product plan targeted at fulfilling the needs of the large | |
| enterprise customer. |
| Identified opportunities to further improve competitiveness, security, Sarbannes Oxley | |
| compliance, reduce cost of service, take more accurate tool usage metrics, and improve both direct and channel partner customer service delivery. |
| Recommended creation of a few critical missing job positions to address the | |
| organizational "root causes" of these product adoption and product planning issues. |
| Significantly revised the functionality and product plan of a new product on the verge | |
| of being launched for a new product line -- incorporating the "lessons newly learned". |
| Drafted objection handling and other marketing & contractual materials for these | |
| critical diagnostic tools. |
| $70 MM Storage firm; $7B Semiconductor Equipment Manufacturer; $1B Business | |
| Intelligence firm; $6B PC Manufacturer; $2B Server vendor; $2B Semiconductor Manufacturer: |
| Developed & conducted IT internal Client Satisfaction surveys resulting in: |
- A summary of "strength/weaknesss" & opportunities
- Often delivered departmental skills assessments
- Showed the "current state" maturity level of the organization and its service
delivery compared to Industry best practices. - Benchmarked Spend. Often was asked to benchmark spend against similar
organizations based on Industry available data along with recommendations to
improve the value delivered for cost invested.
- Delivered a gap analysis between the "current state" and the desired "future
state" and recommended a roadmap of phased initiatives to "fill the gaps".
Recommended the skill sets and organization of the "future state"
- Delivered a transition plan to the "future state", as well as a summary of
investments and cost/benefit, and critical success factors.
$1.5B Outsourcing and Professional Services Division -To identify the "root causes" of poor customer retention, analyzed Outsourcing customer survey data and made corrective action
recommendations to improve unsatisfactory customer retention rates.
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ENGAGEMENT DESCRIPTION Engagement Description & Delivery Summary
ASSESS & IMPROVE
CUSTOMER OR INTERNAL CLIENT SATISFACTIONImproving IT & Product Delivery Success - Benchmarked Spend. Often was asked to benchmark spend against similar