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Assessment
& Diagnostic Services
Assessment
and Diagnostic services provide you with a clear picture of your services
organization, whether it be Customer Care, Human Resources, or any other
services organization within your business.
Diagnostic Services are high level, fast, and provide a quick snapshot
view. Diagnostic services are appropriate for those who want to identify
areas to focus on more in depth, and plan future assessments at a later
time.
Assessment services are detailed, thorough and extensive, and involve
looking at all aspects of an organization, from it's structure, to the
processes used, the skills required, and the technologies used. Assessment
services are appropriate for those who want an in-depth assessment, accompanied
by recommendations and a detailed action plan but lack the time and resources
to conduct it themselves.
Service Process Description: Using interviews,
process review and other mechanisms, gather information necessary to evaluate
the effectiveness of an organization. Review process documentation and
actual processes. Identify what's working, what could be working more
effectively, gaps and inconsistencies, and provide recommendations for
addressing issues identified.
Deliverable: The service deliverable
includes a report and presentation assessing all aspects of an organization,
including people, process and technology.
Outcome: At the conclusion of the service,
you will have a snapshot of your organization (for the Diagnostic) and
a complete picture of your organization (with the Assessment), as well
as a clearly defined set of recommendations against which to develop
a plan for improving the performance of the organization.
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