Case Studies

Customer Relations A

A segment of the American farming and ranching population have been identified as "underserved" by the Federal government agency charged with servicing the needs of all of America's farmers and ranchers. This group's designation, which was the result of the agencies own research, positioned members of this group for special outreach support and assistance by the agency.

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Change Management

A large urban city social service agency that serves the needs of senior citizens in the city needed to improve the quality of communication among senior staff members. The focus of this need was to help senior staff create a better team environment. This agency had created an organizational culture and pattern of behavior that were sometimes felt to be disrespectful.

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Customer Relations B

A Federal government agencies human resources management department (HR) wanted to assess the quality of service and the level of satisfaction of its senior managers. Among the drivers for this need were comments and some complaints, by some senior executives, that the quality of HR's services were "uneven" and the level of HR support not as good as it "should" be.

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Team Building

A large water and sewer authority initiated a major, long-term, business process reengineering and cultural change process for their 1,500 member organization. To ensure that the "process reengineering teams" (PRT) that were being established had the knowledge and tools to effectively manage their team process and the process reengineering activities well, the authority wanted to ensure that these teams got the training ins

truction that they needed to function effectively.

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Workshops & Training

A moderate sized healthcare support service that supports the healthcare management of state and Federal government healthcare recipients became concerned that members of it large population of case managers were not as prepared as they needed to be to respond to the culturally distinctive differences that existed in the population of clients they served. Moreover, because the population would be increasingly pluralistic, there was an added concern that case managers (social workers and registered nurses) were informed and empowered to respond appropriately to the cultural differences they will need to manage.


If your employees believe that customers come a dime a dozen, pretty soon they will help ensure that your business isn't worth a plug nickel.

Bernard E. Robinson