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Today's customers demand excellent customer service. Service is a function of all departments within an organization. Before the use of the internet, studies showed that one dissatisfied customer would tell an average of 20 other people about a disappointing experience with a product or company. However, with so many people now communicating via the internet, the number of people who hear negative information-and the speed with which that information is communicated--has increased at a staggering rate. Can your organization afford to take this chance? GCL understands the importance of customer service and its double focus on (1) the internal customer - the employee- who has a direct impact on productivity in their work environment and (2) the external customer whose satisfaction increases your market share. By making the connection between internal and external customers, companies insure customer satisfaction at both levels.
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Our Organizational Development clients are concerned with the goal-directed activities of organizational and market stakeholders. We use a variety of approaches to help clients understand change in their organizations-from organizational structure and design, to work processes, to organization-environment congruence. We direct our energies to helping organizations define their purpose and achieve their goals. Our objective is to improve organizations by implementing specific change processes that have been tailored to achieve particular results. GCL specializes in developing individual and organizational competence through the use of custom solutions specifically designed to address complex and unique organizational issues.
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Knowledge management gives an organization insight into and understanding of its employees' knowledge and experience. That knowledge or information can be contained both internally and externally, as intellectual knowledge or as information contained in books, on the Internet, on tapes and in other forms. An organization can more effectively use knowledge management to develop and improve its effectiveness if it knows where and with whom knowledge is located. As an organization grows, so does the amount of information. All these forms of information need to be leveraged into value-added information. GCL can assess the viability of your knowledge management system and provide a roadmap for your company to becoming a leader in your industry. We work to link the intellectual resources of your company.
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The relationship between executive selection, development and replacement planning influences both executive and organizational effectiveness. The development and use of carefully developed succession plans and tools are essential for organizational success. GCL has expertise in selecting and developing succession plans both for top-level executives and junior-level staff. We to manage the needs of top performers and top teams effectively. We're realistic about the transition experiences of individuals, groups and organizational stakeholders. We develop succession-planning processes based on key competencies to provide flexibility and strategic future success. In developing succession plans, we illustrate methods for developing individuals with the skills and talents necessary to lead organizations into the future. We also assist clients in assessing talent pools so that they can identify and
differentiate between individuals with potential and individuals with proven performance records.
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The basic tenet of Total Quality Management (TQM) is to understand the processes that make up an organizational system. The philosophy of continuous quality improvement will continue to provide value as long as customers want high quality, low cost and reliable service. GCL can help you better understand the processes that currently exist within your organization and make recommendations for improving those processes. We employ a combination of statistical process control and theories of change management to provide a comprehensive quantitative and qualitative approach to improvement.
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