LSA Partners
LSA Partners
52% of senior executives say their companies turn ideas into realities too slowly.

Boston Consulting Group in Entrepreneur, February 2009
52% of senior executives say their companies turn ideas into realities too slowly.

Boston Consulting Group in Entrepreneur, February 2009

 
.: Home » Workforce Excellence » Customer Loyalty & Growth » Operational Efficiency » Measurement Tools & Processes

Measurement Tools & Processes

Premier organizations regularly assess and analyze various aspects of their business, including current products and services, processes, policies and procedures. By tapping into resources, measuring results, and focusing on continuous improvement, organizations can implement changes and ideas to increase efficiency, productivity, and satisfaction. We can support you in identifying and defining the opportunities to move your business forward through several tools and processes, including:

  • Focus Groups
    Tap into resources that provide candid, credible, and timely information. LSA PartnersSM utilizes both internal and external focus groups as a process to solicit feedback from employees and/or customers/patients. Structured and mediated focus groups enable organizations to tap into a wealth of information that is candid, credible, timely, and relevant to business, enabling them to target specific issues that result in measurable results for improvement.

    The benefit of internal focus groups is the ability to capture information about the effectiveness of in-house operational processes from the people who know best what is working and what is not working, the employees. Your workforce has a wealth of information and organizations that tap into this source create more profitability through improved processes.

    Feedback gathered during external focus groups can validate employees concerns and bring to light challenges that were not on the organization’s radar regarding issues and ideas for improved operational processes, policies, and procedures that affect the customer experience. Initiating forums that gather information from your customers builds relationships that create customers for life.
     
  • Friday5s®
    Increase your return on investment of training initiatives, individual action plans, and personal development goals. Friday5s® is a turn-key web-based system that enhances results by motivating individuals to apply learning to business objectives and building accountability into action plans. No special training, software, or equipment is needed. On a bi-weekly basis, participants input their progress, actions taken, next actions planned, and the lessons they have learned. Friday5s supports a learning organization as the input and insights of every group member are visible to the others. Participants have access to online resources and can receive direct feedback from their manager and mentor, in addition to receiving online feedback and coaching from an LSA PartnersSMexpert.
     
  • Secret Shopping
    Secret shopping provides a valuable feedback tool that can be used for employee development and for process analysis on the operational procedures that impact the customer/patient experience. A secret shopper report reflects the customer/patient actual experience while doing business with your company. We will, as an objective third party, enact transactions within any designated line of your business and provide you with a detailed experiential report that includes observations regarding the physical and virtual environment, the interaction with your employees, and the efficiency of your operational processes.
     
  • Surveys
    Whether it is employee engagement or customer/patient feedback surveys, we can collaborate with you in creating a consistent and relevant instrument and process to collect real-time, meaningful information. After analyzing the information for trends, these tools can provide valuable insight and feedback impacting your customer/patient experience, employee commitment, and business performance.

LSA PartnersSM is a management and strategy consulting company that specializes in custom solutions for business adaptability, resiliency, peak performance, and growth. Discover how we can help you succeed in business.  Call (407) 497-0075 today!

 
.: Home » Workforce Excellence » Customer Loyalty & Growth » Operational Efficiency » Measurement Tools & Processes

Measurement Tools & Processes

Premier organizations regularly assess and analyze various aspects of their business, including current products and services, processes, policies and procedures. By tapping into resources, measuring results, and focusing on continuous improvement, organizations can implement changes and ideas to increase efficiency, productivity, and satisfaction. We can support you in identifying and defining the opportunities to move your business forward through several tools and processes, including:

  • Focus Groups
    Tap into resources that provide candid, credible, and timely information. LSA PartnersSM utilizes both internal and external focus groups as a process to solicit feedback from employees and/or customers/patients. Structured and mediated focus groups enable organizations to tap into a wealth of information that is candid, credible, timely, and relevant to business, enabling them to target specific issues that result in measurable results for improvement.

    The benefit of internal focus groups is the ability to capture information about the effectiveness of in-house operational processes from the people who know best what is working and what is not working, the employees. Your workforce has a wealth of information and organizations that tap into this source create more profitability through improved processes.

    Feedback gathered during external focus groups can validate employees concerns and bring to light challenges that were not on the organization’s radar regarding issues and ideas for improved operational processes, policies, and procedures that affect the customer experience. Initiating forums that gather information from your customers builds relationships that create customers for life.
     
  • Friday5s®
    Increase your return on investment of training initiatives, individual action plans, and personal development goals. Friday5s® is a turn-key web-based system that enhances results by motivating individuals to apply learning to business objectives and building accountability into action plans. No special training, software, or equipment is needed. On a bi-weekly basis, participants input their progress, actions taken, next actions planned, and the lessons they have learned. Friday5s supports a learning organization as the input and insights of every group member are visible to the others. Participants have access to online resources and can receive direct feedback from their manager and mentor, in addition to receiving online feedback and coaching from an LSA PartnersSMexpert.
     
  • Secret Shopping
    Secret shopping provides a valuable feedback tool that can be used for employee development and for process analysis on the operational procedures that impact the customer/patient experience. A secret shopper report reflects the customer/patient actual experience while doing business with your company. We will, as an objective third party, enact transactions within any designated line of your business and provide you with a detailed experiential report that includes observations regarding the physical and virtual environment, the interaction with your employees, and the efficiency of your operational processes.
     
  • Surveys
    Whether it is employee engagement or customer/patient feedback surveys, we can collaborate with you in creating a consistent and relevant instrument and process to collect real-time, meaningful information. After analyzing the information for trends, these tools can provide valuable insight and feedback impacting your customer/patient experience, employee commitment, and business performance.

LSA PartnersSM is a management and strategy consulting company that specializes in custom solutions for business adaptability, resiliency, peak performance, and growth. Discover how we can help you succeed in business.  Call (407) 497-0075 today!


Talent Management for the 21st Century:
Recruiting and Hiring the Best Talent for Your Organization
Talent Management for the 21st Century:
Recruiting and Hiring the Best Talent for Your Organization

LSA PartnersSM utilized both internal and external focus groups to assist Florida's Blood Centers (FBC) in successfully improving operations after a complex merger. After the acquisition of the South Florida Blood Banks by FBC, blood donations in this region took a dramatic downturn. Donor focus groups were conducted to determine the cause for the reduction. The satisfaction with the donor process, level of customer care, donor incentives and rewards, service provided by the branches, and the convenience of branch hours and locations were all assessed. The information provided by the focus groups enabled FBC to target specific changes in the South Florida branches that resulted in measurable improvement. 

Internally, FBC was experiencing conflict within the Donor Development Coordinators (DDC) team; the team of individuals who plan, schedule, and implement all the mobile blood drives. The result of this conflict was reflected in the low morale of the DDC team, increased tension between the DDCs and the Donor Services (DS) team who collects the blood at the drives, and increased challenges in meeting targeted collection goals. LSA PartnersSM facilitated a series of focus groups with the DDC teams from all regions. The teams were guided through a process for identifying the critical success factors and the roadblocks or barriers that prevented them from achieving these critical success factors. Considering all of this information, they brainstormed solutions to create an action plan for success. The DDC and DS teams then worked with their managers to implement changes to the planning and collection process for all blood drives.

As a result of these focus groups and implemented changes, the teams within FBC have worked more synergistically with a focus on the common goals of the organization. Overall, blood collection goals are met or exceeded and the donors are experiencing a high level of customer care.

LSA PartnersSM utilized both internal and external focus groups to assist Florida's Blood Centers (FBC) in successfully improving operations after a complex merger. After the acquisition of the South Florida Blood Banks by FBC, blood donations in this region took a dramatic downturn. Donor focus groups were conducted to determine the cause for the reduction. The satisfaction with the donor process, level of customer care, donor incentives and rewards, service provided by the branches, and the convenience of branch hours and locations were all assessed. The information provided by the focus groups enabled FBC to target specific changes in the South Florida branches that resulted in measurable improvement. 

Internally, FBC was experiencing conflict within the Donor Development Coordinators (DDC) team; the team of individuals who plan, schedule, and implement all the mobile blood drives. The result of this conflict was reflected in the low morale of the DDC team, increased tension between the DDCs and the Donor Services (DS) team who collects the blood at the drives, and increased challenges in meeting targeted collection goals. LSA PartnersSM facilitated a series of focus groups with the DDC teams from all regions. The teams were guided through a process for identifying the critical success factors and the roadblocks or barriers that prevented them from achieving these critical success factors. Considering all of this information, they brainstormed solutions to create an action plan for success. The DDC and DS teams then worked with their managers to implement changes to the planning and collection process for all blood drives.

As a result of these focus groups and implemented changes, the teams within FBC have worked more synergistically with a focus on the common goals of the organization. Overall, blood collection goals are met or exceeded and the donors are experiencing a high level of customer care.