CONSULTING

• Formulating strategy
• Assessing current performance levels and identifying gaps between the current state and the desired future state
• Facilitating and/or participating in strategy planning meetings and retreats
• Facilitating Total Quality Management and Process Improvement Efforts to reduce cycle times for response to
• customers; reduce errors, waste and re-work; simplify processes; and cut process costs
• Assisting with the development of action plans to close the gaps
• Helping to align organizations with key customer groups or business processes and eliminate unnecessary bureaucracy
• Developing standards of performance
• Facilitating the development of measurement and reward systems that will focus staff on customer issues and new
• business opportunities

• Conducting comprehensive Service Quality Analysis
• Designing, developing and administering external and internal customer information systems, including surveys, mystery
• shopping, customer focus groups, interviewing, etc.
• Administering the Service Quality Leadership Survey
• Training internal teams to conduct their own assessments

• Our staff speak to literally thousands of people each year from all over the world, from CEOs of billion dollar corporations to front line employees of small businesses.

• Establishing the measurement and feedback systems that will clearly uncover the needs of an organization allows us to develop an effective education and development process.

• Think It has some of the best known education programs for Service Quality Improvement in the world. We specialize in the design and development of custom or tailored programs. We have experience in developing and producing delivery methods such as audio, video, live presentations, training of trainers, etc. We produce the products for our clients or we license our clients to produce them themselves.