OrgMetrics offers specialized management services to our clients to assist in the growth and performance improvement.
- Planning Strategies
- Succession Planning
- Marketing Strategies
- Customer Focus
Running a business is exciting, scary, rewarding, demanding, and down right hard work. It is next to impossible to see your own business objectively because you are caught up in the day-to-day activities, and you are emotionally involved.
OrgMetrics can show you a way to:
- Research you customer's needs
- Analyze your competitive advantage
- Strategize how to best sustain that advantage
- Set goals tomaximize your opportunities while minimizing your risks
- How to implement your stategic plan and evaluate tis success
During the Environmental Scanning phase we will conduct research on your customer's needs, your competitors, your industry's trends, and gather ideas from your employees and staff. This information is then analyzed and used in our planning sessions.
Retreat
A planning retreat is conducted off site with all of your key personnel. We will:
- Review/create a vision and mission
- Conduct a five forces industry analysis
- Assess your long-term and short-term competitive advantage
- Evaluate your strengths, weaknesses, opportunities, and threats
- Examine your value chain
- Set your three year goals
- Assess your level of commitment
- Outline the objectives you will use to meet your goals
Plans
Action plans for each goal are defined and assignments made. Measurable benchmarks and budgets are created. The goals are communicated to all concerned. A means of reviewing progress is established. Most strategic plans fail because they are not implemented. Having an outside expert help you implement your strategic plan can make the difference between success and failure.
Strategic planning is critical today when change is the only thing that is predictable. If you don't have a clear competitive strategy, and a plan to carry it out, you may be out of business tomorrow.
Approximately 90% of all American businesses are owned or controlled by families. The average life expectancy of a family owned business is 24 years, which coincides with the length of time the first owner remains active in the business. Out of 100 businesses operating today, less than 30 will successfully pass into the hands of the next generation.
Evidence indicates that while not a guarantee, good succession planning boosts the odds of succession survival so dramatically that no family business can afford to pass it up. An ownership and management succession plan includes the following phases:
Approximately 90% of all American businesses are owned or controlled by families. The average life expectancy of a family owned business is 24 years, which coincides with the length of time the first owner remains active in the business. Out of 100 businesses operating today, less than 30 will successfully pass into the hands of the next generation.
Evidence indicates that while not a guarantee, good succession planning boosts the odds of succession survival so dramatically that no family business can afford to pass it up. An ownership and management succession plan includes the following phases:
Includes a review of the company's financial strength, strategic position, an analysis of the business's character, the family, and the owner to gain understanding and determine what kind of "fit" there is. The business is "marketed" to the family members.
Planning must be objective, realistic, and strategic. In this phase a succession planning team is formed and a one or two day planning retreat is held. We develop a vision for the future, succession goals, action plans, define succession roles and responsibilities, and estimate succession costs.
The transfer of ownership is managed. We prepare the next generation by delegating responsibility, monitoring progress, and ensuring that everyone is playing by the rules that were set. The succession plan, a living document, is revised from time to time, as necessary.
Someone must run the business. Selecting and announcing the next leader is an important step. Financial compensation and incentives are created for the new leader and the senior owner. Fair provisions must be made for those family members not participating in the business. Clear succession rules and conditions must be set, and conditions and progress monitored regularly.
CLEANLY
When the next generation is ready we move into the final phase. A new role for the senior owner must be clearly established. A process for giving and receiving advice is developed. And finally, a grand "hurrah" celebration is held for the retiring senior owner.
Succession planning is a complex process of change. I have over fourteen years of experience in working with family businesses and can help guide you through the process to help ensure your business's continued success.
You will not be successful if people don't know about your services, understand how you differ from your others, or desire to purchase from you rather than your competitors. With a sound marketing strategy you can gain a substantial increase in market share.
Marketing is both an art and a science. Having successfully helped dozens of client organizations to achieve a distinctive differentiation in the marketplace, OrgMetrics knows how to offer the best of both.
Strategic Marketing Services include:
Research
Using primary and secondary marketing research methods, we can identify your target audience(s), and develop methodologies for understanding their needs. These methods include: company analysis, competitive analysis, and customer analysis.
We can also measure how your customers/clients view your quality of service. For service organizations, quality is measured by the difference between expected and perceived service. Understanding how these two differ will identify a clear path for quality improvement.
Planning
Developing a marketing plan provides your entire organization with a compass to find its way through the competitive marketplace to its targeted audience(s).
The planning process might include:
- Marketing mission statement
- Marketing goals
- Market segmentation
- Internal analysis
- Competitive gap analysis
- Description of your unique position
- Market attractiveness outline
- Marketing strategy
- Marketing tool selection
- Budgeting
Implementation
You must take the action(s) necessary to implement your plan, monitor its effects, and adjust the plan for optimal results. We will be with you all the way. Marketing, to work, must be dynamic. Our approach allows for flexibility and sensitivity to changing market conditions.
Customer focused organizations develop a competitive advantage when they meet and exceed their customers’ expectations (the definition of service quality) These high performers focus their entire organization on improving the quality of their service by focusing on their customers.
OrgMetrics highly interactive sessions are designed to help your organization understand what service quality is, how to develop it, and how to maintain it.
We offer three different programs, each tailored to a specific perspective within your organization.
Staff Session
This one-day session helps executive teams commit to service quality and build a customer focus for their organization.
Session Outline
- Introduction by senior manager
- Overview of service quality
- Past and present experiences with customers
- Benefits from focusing on the customer
- How focused are you (assessment)
- Listening to your customers
- Developing a service quality strategy that focuses on the customer
- Commitment to action
This two-day session teaches managers and supervisors of customer contact people the skills needed to improve customer focus in their work groups.
Session Outline
- Stepping up to the plate
- Defining Service Quality
- Getting in touch with customers
- Building your team
- Getting over rocks in the road
- Leading the effort
This one-day session helps your frontline people develop and refine their customer service skills. This includes the attitudes and perceptions needed to create positive customer interactions.
Session Outline
- Service: what's in it for you?
- The customer's point of view
- Phase 1 - Receiving customers
- Phase 2 - Understanding customers
- Phase 3 - Helping customers
- Phase 4 - Keeping customers
- Phase 5 - Moments of truth