Business Unit 360™(BU360) takes a 360º look at your company or business unit. Information from all participants in the business process enables you or senior management to make fact-based decisions. But you need more than the quantitative aspects of everyday business processes to determine intangibles such as customer service quality and the value of leadership. When your team functions seamlessly and at peak efficiency, everyone wins including the customer.
Who
holds a stake in your success?
Everyone does, from the executive, unit manager and staff to the customer,
whether they are internal or external. In fact, the customer is a
vital component of the 360º view and completes the picture of your
overall business performance.
Delivering a quality product or service is the goal. Each of the stakeholder groups (executive management, unit management, staff) impact several aspects of the entire process in delivering your organization's goods or services. How they perceive each group's participation is an important key to reaching goals. And it's very important to find out how the customer rates you on customer service, even if the team is convinced they've excelled.
How can business performance be improved?
First, identify the gaps in perception of each of your stakeholder
groups in six key areas known to drive business performance. By knowing
where those gaps exist and being able to accurately quantify the depth
of differences, you will take a significant step in refining and upgrading
performance. BU360 makes that step easy.
How BU360 Works
Process measurement is a tool for determining the effectiveness and
efficiency of certain aspects of business. It creates knowledge to
generate change for improvement. Improving the business team's processes
equals success.
For example, the figure below demonstrates how the entire team agrees
on the way production is handled. There are no gaps in the perception
of each group. (Note how the points align.) When the staff believes
their customer service is great, but the customer doesn't, there is
a gap. When department management is convinced the communication between
it and the team is excellent, but the team believes it's poor, there
is a gap. Those gaps in perception are easily identified on a spider
graph. Ideally, all groups' points should align – where they
don't, there are significant gaps in perception. And thus, gaps in
performance. The goal is to have all stakeholders close the gaps between
them and move in unison towards the outer ring of the graph –
towards higher satisfaction scores.
The BU360 is a statistics-driven and comprehensive model
that accurately depicts those gaps.
The BU360 is an analytically-driven and statistics-based tool that
accurately depicts the gaps in perception of each key stakeholder
within a business unit. With a comprehensive data gathering methodology
that includes wide coverage surveys and short focused meetings, the
process efficiently assembles and analyzes each stakeholder group's
collective perceptions in six performance categories.
Protecting the confidentiality of all participants further adds to our findings. As an external firm, Insight Analytics has no biases, and because of our established credibility and experience, we are able to illicit candid responses proving the findings more accurate and valuable.
Simply put, if you know where differences of perception exist and to what degree, efforts can be made to close the gaps and thus improve a business unit's overall performance. Our BU360 service is one component of the Structured Analytics™ suite of tools from Insight Analytics, helping drive business improvement.
Are you at the top of your game?
Contact Insight Analytics to get started now.
