Enhance your management systems and processes by conducting a comprehensive organisational review, and formulating a strategic developmental roadmap. Developing a comprehensive organisational review based on the seven Business and Service Excellence framework categories Formulating a strategic developmental roadmap, based on findings from the organisational review Preparing for and undergoing a BE assessment (e.g. Singapore Quality Class, People Developer, Singapore Innovation Class, Singapore Service Class) within 12 months from project start date. How your company stands to benefit Review and/or design service systems, in the following areas : Service mission, service values and strategies development Service blueprints and standards development Service audits (e.g. customer satisfaction surveys, mystery audits) Preparation for Singapore Service Class certification Implementing technological solutions to enhance service process efficiency, customer engagement and loyalty, in the following areas : Mobile or self-service systems Customer Relationship Management (CRM) systems and/or data analytics solutions Most small business owners are highly skilled multitaskers — and proud of it. However, because they are so accustomed to doing everything (or almost) themselves, many don’t think about enlisting the help of a small business consultant. That means they might be missing out on some important benefits for their business. The first step for any business consultant is the discovery phase, where the goal is to learn the client’s business. A good business consultant takes the time to learn as much as possible about the business, from the owner and employees. This can include touring the facility, meeting with the board of directors and employees, analysing the finances and reading all company materials. During this process, the business consultant will uncover the details of a company’s mission and what operations are in place. Let Amrich and the Team help you with: Business planning Business Diagnosis and Improvements Service Audits & Service Improvements Business Process re – engineering Customer Service & Standards (Training) Quality & Standards( ISO ) Management Training and Development Market Research, Assessment & Execution Business Planning and Road mapping Finding the right business consultant may be the most difficult part for the owner or management. The consultant should have a passion for their work, a drive for excellence, and an eye for organization and detail. It’s important to find a consultant with expertise in your industry or with the kind of problems that your business faces. Business Excellence is often described as outstanding practices in managing the organisation and achieving results, all based on a set of fundamental concepts or values. These practices have evolved into models for how a world class organisation should operate. The Business Excellence project initiative provides organisations with a roadmap for excellence and helps you understand how to improve your performance. This is done through a thorough assessment of your organisational performance based on the internationally benchmarked Business excellence framework to obtain external perspectives of your organisation’s strengths and areas for improvement. Scope Of Work 1. Developing a comprehensive organisational review based on the seven Business Excellence (BE) framework categories 2. Formulating a strategic developmental roadmap, based on findings from the organisational review 3. Balance Scorecard 4. Action planning & Road Mapping 5. Reviewing of organisational key processes 6. Planning, Developing, Executing 7. Identifying Gaps, challenges within organisational approach 8. Applying Analysis Tools(SWOT, Porters 5 Force, PESTAL) 9. Consultancy/ Training/ Coaching/Mentoring/ Advisory 10. Timeline / Gantt Chart Planning What is Business Excellence? Business Excellence, as described by the European Foundation for Quality Management (EFQM), refers to; ”Outstanding practices in managing the organisation and achieving results, all based on a set of eight fundamental concepts”, these being, “results orientation; customer focus; leadership and constancy of purpose; management by processes and facts; people development and involvement; continuous learning, innovation and improvement; partnership development; and public responsibility”. This definition serves as a typical example of those put forward today. Benefits of Business Excellence Enhanced innovation and idea generation Increased customer satisfaction Organisational growth (employees) Increased employee satisfaction and involvement Improved efficiency and effectiveness Product reliability Notwithstanding these benefits, of which there is considerable evidence and also debate, one key benefit of award-based models is that they provide a ‘balanced scorecard’ of criteria and measures against which organisations can objectively evaluate their management systems and performance, and compare that performance with world standard benchmark levels, or with the performance of other organisations. The BE framework covers all the critical factors for excellence and these are addressed in the seven categories. Leadership sets the strategic direction for the organisation and drives the mind-set of excellence where Customers are positioned after leadership to demonstrate the focus on customer-centricity therefore Strategy is developed based on understanding internal and external stakeholder requirements, which guides the development of People and Process capabilities to achieve desired Results and Knowledge which is part of the feedback loop of Learning and Innovation, which supports decision-making and drives improvements. What is Service Excellence? Service Excellence means that it is not about exceeding the expectations of customers, but primarily about “delivering what is promised and dealing well with any problems and queries that arise”. Excellent service is delivered when the customer’s perception and experience of the service surpasses their needs and expectations. Excellent service is what the customer perceives it to be, and service organisations must understand the needs, expectations and basic psychology of their customers. What Amrich can do for you? Scoping Conducing gap analysis Conducting service audits –pre/post Reviewing and Design of service Systems Service Blueprints and Service standards Service audits Service Framework /methodologies Recommendations of solutions to enhance service process efficiency, customer engagement and loyalty retention Service Training/ Consultancy /Mentoring /Coaching & Advisory