Today’s internal service functions have moved far beyond the transaction based “service provider” model. To be successful you have to delight your internal customers – adding value to interactions with other departments and senior leaders. Leaders must be certain their function’s activities are tied to company strategy and are maximizing ROI.
A department, business unit or functional team that is aligned with the overall business strategy, understands and measures what it’s customers expect, and knows how to build on strengths while improving gaps is one that will be a key participant in the success of the company. Metrus has successfully partnered with many functional groups to enable them to achieve that success.
Our services include:
- Functional strategy. Our research indicates that many functions do not have a good strategy. Those that are getting higher ratings from funders and ample budgets have a strong functional strategy that is linked to the organizational strategy. We work with the function leadership to assure a strong strategy that is aligned with that of the organization, while incorporating the unique contribution that the function makes to that strategy.
- Functional scorecard. Good management requires good measurement. Using an approach similar to that described in the Balanced Scorecard, we help functional teams to align their goals with those of the business, and to create metrics that address business outcomes.
- Functional Lean. Internal service functions are continually pressed to do more with less. The Functional Lean approach offers a way of analyzing low value work and high value deliverables to enable you to eliminate cost, while maintaining--or even improving!--service value.
- Internal Customer Service (ICS) Survey. Through an ICS survey , benchmarked against Metrus ICS norms we can probe the areas of greatest satisfaction — and of greatest concern — to your customers.
|
Our solutions include:
|
