“We just didn’t know what our own IT customers were really thinking. What was most important to the real users, not just their management? Where should we improve? What was critical to our success? How could we reduce the massive firefighting and improve our IT customer relations? With the results of Perception Management's PAM, our company created and implemented an improved IT Service Delivery and Service Support Program. As a result, our costs have gone down and our customer satisfaction has improved significantly. We are now applying more resources to new business support systems that used to be constantly firefighting.”
“With the Perception Analysis Methodology, I was able to gain unprecedented visibility into the strengths and weaknesses of my company. I was able to present the strengths to the buyer with incredible proof and offer merger strategies to effectively integrate my culture with theirs. I was also able to easily develop and implement a “buy-in” strategy with my employees based on the visibility from the PAM Review. The result was a very smooth merger with no casualties – a win-win for both the acquirer and the acquired. This was the most professional and useful service I have ever purchased.”
Senior management team was “at odds” on what were the right things to do to improve service delivery and support. Each member had convincing arguments. PAM was used to gain visibility of critical issues throughout the organization. Some arguments were validated and some combinations of arguments were convincingly clear based on the responses of the workforce. The management team quickly agreed and successfully moved ahead on the initiatives.
“The senior management team had major disagreements on critical issues related to their day-to-day operations. PAM produced visibility of the real perceptions that the workforce had on the issues. The result was a validation of what was most important to the people doing the work and gave the management team a means for consolidating and prioritizing their support and direction. The results were quick, focused, and strong decisions that clearly supported and improved operational activities. The management team displayed more energy, confidence and cohesion to the workforce driving motivation and productivity to higher levels.
“Using PAM, we were able to customize the assessment process to our specific needs, address issues of major employee concern to our management team, and generate a high level of “buy-in” from all participants to move ahead together. Most importantly, the associated results created considerable and measurable value for our customers, employees, and shareholders.”
