PBS means Business
Voice of the Customer
Do you sell to other organisations? Our specialism is to collect their views of your products and services. We have a novel way of analysing the results promptly to identify the actions needed to improve their responses. This provides a valuable start to a lean or quality improvement programme.
The way in which we might help you
We will listen to your chief executive to identify the key target group of customers and amend the wording of our data collection to suit the language of your organisation. You then provide us with the emails of key decision makers at these customer organisations (between 30 and 100) and your staff who deal with them and provide us with a letter of introduction.
We will administer a confidential web based survey to collect their quotations, analyse the results and produce a report together with advice of what solutions have been effective at other companies to a similar set of responses.
Benefit
- Our independence encourages honest responses from your clients.
- Our standard software allows an economical and fast response for you.
- Our track record of benefit to 35 organisations over three years.
Cost
One day labour for each group of customers
Our expert in this area
Nick Capon is Director of the Centre for Enterprise Research and Innovation (CERI) at the University of Portsmouth Business School. His background is in Operations Management and he now project manages teams of University staff conducting assignments in business organisations.
A statistician by training, his research interest is in performance improvement. He develops models and facilitates their application in organisations, in particular to enhance management of Risk and Customer Service.
Our track record of success
Engineering Employers Federation (EEF) used our service to spearhead each Service Excellence programme they conducted in the south of England. Their lean programme benefited from the targeting of their improvement effort and the quotations gathered from customers motivated staff to become engaged.
"It was after I had been with Search for a few months that I decided to involve EEF South and the University of Portsmouth to assist with the significant changes needed to ensure the company's long term viability. Systems and work practices has remained unchanged for some time and the company was under pressure to reduce overheads in response to competition and improve overall efficiency. The 'Lean tools' solution guided by our client survey has turned out to be exactly what was needed."
Stuart Baldwin, Operations Manager, Search.
For more information, please contact Allyson Hunt.