Learn Systems Thinking
for service organisations from the people who invented it
Systems Thinking for World Class Customer Service, Organisational Culture Change, Outstanding Growth, Better Morale and Efficiency & Effectiveness.
You'll never need to improve your service and cut your costs more than you do right now.
- Last year the financial services ombudsman received 200,000 complaints about poor service.
- The public sector ombudsman saw complaints about service increase by 12%.
- In telecommunications, complaints increased by 14% last year.
And then there's the impact on the economy
- Profits in Scotland's biggest companies dropped by 19% last year.
- Whilst revenue in the same companies was down by 9%.
Further, customer confidence is at an all-time low
- According to the latest ICAEW/Grant Thornton UK Business Confidence Monitor (BCM) economic growth next year will be slower than forecast with companies reluctant to invest and back the recovery.
- Confidence in the retail and wholesale, manufacturing and engineering, and property sectors has fallen significantly.
- And according to Google, internet users now consider a company's reputation first before parting with information.
Finally it would seem like there's more bad news for employers as
- 50% of people in the UK don't like their jobs.
- 1/3 are seriously considering leaving their jobs.
- More than 27,500 jobs were lost in the top 500 corporates in Scotland last year.
NOW is the time to improve service, cut your costs, improve productivity, improve your morale and increase your competitive advantage.
And here's why it make sense:
- Studies show that a 5% increase in customer loyalty can icrease profits between 25-85% (Heskett, Jones, Sasser, Loveman, Sheslinger).
- In a study conducted by Xerox, very satisfied customers were 6 times more likely to buy than just satisfied customers.
- Studies showing the profit impact of market strategy show that companies offering superior service will achieve higher than normal market growth.
- Companies with better service have a minimum of 8% higher profits and can charge higher prices.
- Findings from studies show that companies offering superior service achieve higher than normal market share growth (Buzzell & Gale 1987), that the mechanisms by which service quality influences profits include increased market share and premium prices (Philips, Chang and Buzzell 1983).
Last year:
- On average our clients improved their service by a factor of 85%-200%.
- Our client's productivity increased by a factor of 30%
- Our clients saved around £150-£200k per project
Here's what makes us unique:
- We invented systems thinking for service organisations, we have more experience than anyone else in the industry and we pass that experience on to you.
- We have a proprietary model that gets to the heart of your organisation's problems fast.
- We coach you how to create change and make it stick.
To get started you can get a variety of information on how other clients have created change on our case study page.
All the best,
Stuart Corrigan
MD, Vanguard Scotland Ltd