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Customer Satisfaction Survey




Unless you sell a product or service that no one else offers, it is your customer service that differentiates you in the marketplace. Ironically, studies have shown that the customer service systems in many companies actually increase customer dissatisfaction! Are your systems helping or hindering your customer’s experience? Find out with our proven Customer Satisfaction assessment process.

The assessment survey questions are customized to discover feedback in specific areas that you want to address. The critical focus areas are best established by discussions with employees in varied positions as well as current and past customers.

This type of survey may include:

      External communication

      Product/Service Challenges

      Sales Force relationships

      Company Image

      Optional open comment area


The survey is then accessed and processed via the Internet resulting in less administrative processing, ease of access by customers and ensuring anonymity with the feedback.

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For more information about our proven assessment surveys, contact us at 901.757.4434 or This email address is being protected from spambots. You need JavaScript enabled to view it.



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Organizational Survey



The Organizational Survey provides management with a process for assessing the organization’s operations, policies and practices to assure they are providing the leadership, work environment, management practices and incentives to attract and retain top-notch employees.

Frequent organizational surveys, customized to gather the right information, help keep organizations and policies on target for attracting, developing and retaining top talent.

The Benefits
The Organizational Survey will help you:

      Identify barriers to individual and management effectiveness

      Provide senior management with an understanding of the views, opinions and perceptions of employees throughout the organization

      Provide individual managers with an indication of how well they are managing their section of the business

      Leverage the change process

      Focus limited resources on the biggest barriers to success

      Determine the organization’s ability to meet established goals

Analysis and Feedback

Recommended for use within any organization, this process is Internet based and shows results on conditions within the organization. Individual reports can be generated for sub-groups based upon various demographic factors – such departments, branches, divisions, men-women, age or tenure of service, managers to non-managers, etc.

When this data is presented, participants have a greater understanding of the areas in which they need to begin focusing their efforts. In addition to providing diagnostic information, the analysis can be used as a measure of change by surveying the organization before and after implementation of new processes, management development, or reorganizations.

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For more information about our proven assessment surveys, contact us at 901.757.4434 or This email address is being protected from spambots. You need JavaScript enabled to view it.

 

 

 


 

 

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Cultural / Employee Satisfaction Survey




Employees create a critical link in the success of any company. By actively taking the pulse of the employee population, the organization’s management and leaders can proactively address malfunctions before expensive turnover, absenteeism, and crashed morale take over. Once you capture direct information about the specific issues impacting the employees, then plans and actions can be initiated to alleviate the issues.

Using proven assessment tools, we help you identify and address the real or perceived issues that are hampering your company’s overall performance.

The assessment survey questions are customized to discover feedback in specific areas that you want to address. By initially forming a cross-functional committee that provides input into the critical focus areas, you provide the employees with early buy-in that ensures valid survey feedback.

This type of survey may include:

      Internal communication

      Job challenges

      Management relationships

      Career Development

      Optional open comment area


The survey is then accessed and processed via the Internet resulting in less administrative processing, ease of access by employees and ensuring anonymity with the feedback.

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For more information about our proven assessment surveys, contact us at 901.757.4434 or This email address is being protected from spambots. You need JavaScript enabled to view it.

 

 

 


 



 

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Team Effectiveness




Building effective teams is made easier when you know the skills, attitudes, and attributes of each member. As well as, discovering and clarifying what makes the group effective or ineffective to achieve results. We begin with proven assessment tools that produce usable profiles of team members, from which we can evaluate or predict team dynamics. We then help you develop custom processes for getting each team to the next level.

Developing Effective Teams for Results


Building High Performance Teams is about improving the ways people work together. All of our work with teams in organizations is customized to address specific objectives and desired outcomes unique to each client. Central to our work with teams is the foundational agreement that a team is defined in the following way:

A team is a collection of individuals who come together to fulfill a purpose, to collaboratively achieve a greater result than any single individual could, while respecting and appreciating team member differences, and learning collectively from the experience.

It is important to understand the role of teams in today's organizations. First, teamwork unleashes the incredible potential of your work force. Second, your employees learn to work together to solve problems and make decisions.

A Team approach is not just one way of reaching high productivity – it is the BEST way. Research shows that teams who work together can lower costs, increase productivity, increase customer satisfaction, increase quality and accomplish a host of other benefits for your organization and your customers.

Our work in team development focuses upon the following five components of team effectiveness:

      • Team goals – the team’s sense of purpose and direction

      • Team communication – how team members relate with one another

      • Team make-up – an understanding of selection optimizing teamwork and minimizing “lone wolf” attitudes

      • Team processes and procedure – the way in which a team conducts its business effectively and efficiently

      • Team leadership – the capacity of every team member to take on a leadership roles and using both "personal power" and shared leadership when the situation requires it



Team development interventions are designed based on a team’s level of effectiveness in each of these areas and the objectives or needs for change or fine tuning the team’s performance.


Effective Communication for Results


T.E.A.M.S. (Teams Evolving and Mastering Success)




Effective Communication for Results
Without Effectiveness, communication is a wasted effort!

Why Effectiveness?

As a manager, your best tool for supporting your employee team to achieve high performance is communication. Communication is more than just telling people things and hearing how they respond. We all know this. To communicate fully, where both parties to the conversation understand accurately, is rare. But, it is essential to achieving high performance. So, how do you insure the best chances for communicating effectively with your employee team members? By learning the techniques for effective communication and use them regularly.

The Process:


Effective Communication is a process and requires a set of skills and knowledge to be successful. We all have experienced ineffective communication at some point in our lives. Therefore, by becoming aware of certain facets we can insure that our communication is effective more often and particularly when we are responsible for delivering an important message.

Our process covers four important communication components. All four components are essential and interrelated.

The first communication component is self-awareness of our own motivation and behavior style. By understanding our motivations (values, attitudes, mindsets), we will know our own core force that creates a passion for performance. This is the "Why" we do the things that we do.

Also in self-awareness, we must understand our "behavioral style." This determines our preferences in four critical areas regarding achieving results:

      1. How we handle problems and challenges.

      2. How we handle people and influence others.

      3. How we handle change and how we pace ourselves.

      4. How we handle rules and procedures set by others



The second communication component is being able to recognize other's motivation and behavior styles so we can learn to flex the delivery of our messages. If we can understand that each person is unique and different in many ways - naturally - then we can learn to respect how their take in information or process information that we provide them. The key is learning to become flexible in our communication process so that effectiveness becoming our goal.

The third communication component is questioning. Learning the proper methods and timing of asking questions can enhance not only communication skills - it will enhance our overall success. Truly effective people have learned the power of questioning and use it rather than telling everything with no participation from others.

The fourth communication component is feedback. One of the necessary skills to improve the feedback process is listening. Utilized with the questioning models for success, listening is the foundation for the feedback process. This process insures clarity and true understanding of the intended message.

You can learn and even master the Communication Process. When you do, you will achieve greater satisfaction, results, and cooperation. Your satisfaction will increase as your results improve.

You can make a difference!

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Teams Evolving And Mastering Success™

Designed to Help Members of Teams or Work Groups to Improve Their Performance

Focus of T.E.A.M.S.


This process is not simply a survey. It is a total process designed to help teams evolve into powerhouses. It enables you to build real teams and reap the benefits that organizations with real teams have experienced. It also helps work groups improve their functioning and helps groups to determine whether they should be teams or work groups.

T.E.A.M.S. address the internal functioning of four critical areas:


      1. Work Management Skills - Looking at how the team determines and manages the specific tasks and resources related to its mission.

      2. Group Processes - Participation, meeting management, learning, creativity, and recognition are a few of the areas looked at under this section.

      3. Relationships - You determine the collective feelings, attitudes and behaviors that reflect the team's interpersonal relationships.

      4. Leadership - How the designated team leader supports and facilitates the team process using the Interactive Model of Management.


Why Use the T.E.A.M.S. System?

      T.E.A.M.S. provides the tools and means for groups to discover and clarify what makes the group effective or ineffective and allows them to make the necessary adjustments.

      T.E.A.M.S. allows teams to forge ahead confidently knowing they can sustain and improve the team through a periodic and systematic process.



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For more information about our proven assessment surveys, contact us at 901.757.4434 or This email address is being protected from spambots. You need JavaScript enabled to view it.

 

 

 


 









 

 

 

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Personal Strengths & Weaknesses




An organization is only as successful as its people, and people's potential can be hampered by anything from low self-esteem to high-stress work environments. As always, we begin with proven assessment tools that take the guesswork out of identifying each employee's performance challenges. The resulting report not only helps you align the right person with each position, it also provides valuable insight into managing each person for maximum potential.

Self-understanding is the starting point for personal leadership

Individual assessments are used to help people better understand themselves and others. As a result, individual potential is tapped at higher levels, resulting in increased productivity and effectiveness. Concurrently, personal relationships are stronger and more compatible, creating more effective teams and organizations. Specific individual assessments used most frequently include the following:

      Success Insights Behavioral Assessment

      Success Insights Motivator Assessment

      The Personal Capability Inventory Assessment

      Sales Strategy Index (SSI)




Success Insights™ Behavioral Assessment



The Success Insights Behavioral Assessment analyzes behavioral style, which is a person’s manner of doing things. This assessment identifies one’s natural behavioral tendencies in the following areas:

      How one handles problems and challenges

      How one interacts with other people

      How one manages change and pace of the work environment

      How one responds to rules and procedures set by others



The Success Insights Behavioral report provides the knowledge needed to consciously adapt your behavior as situations require. Using our Success Insights™ Wheel, helps individuals learn how to become more effective communicators in team environments, how to work better with peers, customers and others. Managers use this information to improve the working relationships in existing teams and in creating more effective project teams.


The complete Success Insights Behavioral report produces a comprehensive, personalized report with information unique to the respondent’s behavior in the following areas:

      General Characteristics

      Value to the Organization

      Checklist for Communicating

      Don’ts on Communicating

      Communication Tips (for use with others)

      Ideal Environment (behavioral fit)

      Perceptions (Self and Others)

      Descriptors

      Natural and Adapted Style (comparison)

      Adapted Style (Details)

      Keys to Motivating

      Keys to Managing

      Areas for Improvement

      Action Plan

      Behavioral Hierarchy

      Style Insights Graph

      Success Insights Wheel



The Success Insights Behavioral Assessment is a valuable contribution to any organization and can be used for the following applications:

      New Employee Orientation

      Employee Development and Performance Plans

      Retention Strategies for Key Employees

      Coaching and Mentoring Top Talent

      Conflict Resolution

      Improved Communications and Change Management



The Success Insights Behavioral Report can be tailored to the characteristics needed for specific job classifications such as Executives, Employee/Managers and Sales People. They can be functional specific such as Customer Service, Sales, Teams as well as totally focused on Time Management Factors.

sample pages of Success Insights Behavioral Assessment in PDF format


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Success Insights™ Motivator Assessment



The Success Insights Motivator Assessment assists in understanding the WHY behind an individual’s behavior. By measuring the relative prominence of six basic motivators, one can better understand the hidden motivating factors behind behaviors and can build on those strengths in the work environment. In addition to improving interactions between people, managers have found this tool as an effective predictor of success in such areas as customer service, selling and management.

This assessment measures the following 6 motivators:

      Theoretical – a passion to discover, systematize and analyze; a search for knowledge.

      Utilitarian – a passion to gain return on investment of time, resources and money.

      Aesthetic – a passion to achieve self-actualization, balance and harmony in one’s own life.

      Social – a passion to eliminate hate and conflict in the world and to assist others

      Individualistic – a passion to achieve position and to use that position to influence others

      Traditional – a passion to pursue the higher meaning in life through a defined system for living.



The knowledge you gain from the Success Insights™ Motivator report will help you take control of your decisions, your life’s direction and your appreciation of others. You will:

      Know the WHY of your automatic reactions

      Make career choices that are more inline with your underlying positions

      Understand the causes of conflict in your life

      Develop an increased appreciation for each of the six motivators

      Gain flexibility of being able to see life from different viewpoints

      Increase your satisfaction and fulfillment in life


sample pages of Success Insights Motivator Assessment in PDF format


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The Personal Capability Inventory™ Assessment



The Personal Capability Inventory assessment will access an individual’s cognitive structure (i.e. how their mind perceives themselves and the world around them). The Attribute Index report is a ranking of 23 PERSONAL ATTRIBUTES describing individual potential for workplace performance. The format and output of the Attribute Index report is specifically designed to be used to meet the needs of business managers and executives today.

When the Personal Capability Inventory Report is combined with the Success Insights Behavioral report and the Success Insights Motivator report, you will see a COMPLETE picture of an individual’s talent [the HOW (Behavioral), WHY (Motivators), and WHAT (Attribute Index) of an individual].

The Personal Capability Inventory report can contribute successfully to a number of business processes including:

      Employee Selection

      Employee Development

      Coaching and Mentoring

      Performance Appraisals



sample pages of Personal Capability Inventory Assessment in PDF format

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Sales Strategy Index™ (SSI)



Identifying a sales person’s knowledge of the sales process is key in ensuring long-term success and ongoing sales skills development. The Sales Strategy Index™ report measures: CAN they sell, do they understand the sales process, and are they treating each sales situation the way top sales performers do?

The assessment looks at seven areas of the sales process:

      Prospecting

      First Impressions

      Qualifying

      Demonstration

      Influence

      Closing

      General sales process knowledge



In a hiring decision, the recognition of an individual’s ability to ‘launch’ rapidly in the position is identified. Ongoing sales skills development can be tailored to the different needs of each sales person.

Applications include:

      Targeted Training

      Performance Improvement

      Stress Reduction

      Focused Coaching by Sales Manager


sample pages of Sales Strategy Index Assessment in PDF format



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For more information about our proven assessment surveys, contact us at 901.757.4434 or This email address is being protected from spambots. You need JavaScript enabled to view it.

 

 

 


 

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