ADAPT Service Consulting
The ADAPT Approach
ADAPT offers a collaborative approach of adapting a service organization to reach success through People, Processes, and Technology. The ADAPT approach includes a comprehensive organizational assessment, service strategy design, implementation, performance management, and transforming organizations to be best-in-class, thus ensuring future readiness. The ADAPT approach prepares service organizations to meet dynamic business needs, increase corporate agility and build the Elite Service Culture™ to differentiate an organization.
Assessment
The assessment process is an intimate method of examining the full scope or any specific area of a service organization’s operations with an emphasis on evaluation of capabilities, performance, processes, technology and stakeholders (internal and external).
Design Service Strategy
The process of change while maintaining business activities is imperative. Understanding and respecting the nuances of each business, a custom solution is developed to ensure fundamental service activities are sound, employee capabilities enhanced, standards are established, employees are engaged, and business objectives are successful.
Adapt Organization - Implementation
Proper management of change is important so as to not “shock” the business. Key stakeholders will be identified, thoroughly trained, strategically positioned to create an aura of ownership / accountability and maximize plan success. This will be a team-based approach and serve as the model of activities to come.
Performance Management
During this phase performance is monitored to ensure the desired alignment of people, processes, tools, and technology. If required, modifications are employed to maximize outcomes. This is a key stage for stabilization and to ensure that business fundamentals are in a sound state in order to be built upon.
Transformation to the Elite Service Culture™
Employees are the main consideration when building a healthy culture and the future of the Service Organization; thus, investing in teammates is key to success. In this phase there is a continued alignment of people, processes, and technology with the corporate strategy thereby creating a tactical differentiation or competitive advantage: the Elite Service Culture™. Investments are made to develop skills and capabilities in a manner that promotes engagement, performance, financial acumen, and future readiness. From a customer perspective, service personnel become indispensable to their operations, enhancing the customer experience and loyalty. The result is an environment of health, engagement, performance, growth, sustained success, and the ability to maneuver through challenges in an agile manner.