The Baldrige Criteria for Performance Excellence emphasize the importance of management by fact, i.e., fact-based decision-making. Management by fact requires measures for all key production and support processes and as well as system output measures. World class organizations collect, analyze, and use this information to make all important business decisions.
Important performance measures include customer, product, and service performance as well as comparisons of operational, market, and competitive performance.
We have divided up this research into three categories which are described below.
Customer Needs and Requirements Research
To be successful, organizations must produce products and/or services that people need and want. Many organizations assume they know what their customers want but marketing research often indicates otherwise. We offer a variety of research methodologies designed specifically to find out what customers want and what their product/service requirements are. These include custom surveys (telephone, on-line, and personal) and focus groups.
Customer Satisfaction/Loyalty Research
Customers are the lifeblood of any organization. Successful organizations thrive because they have identified their customers' requirements, needs, expectations, and preferences through targeted marketing research. We provide research services designed to provide these data.
Employee Satisfaction/Engagement Research
Committed and engaged employees make it possible for organizations to effectively carry out their strategic initiatives. We have developed a number of surveys designed to measure employee well-being, satisfaction, and engagement.
Much of our research is conducted in conjunction with our research partner, Candice Bennett & Associates in Alexandria, Virginia. For information about their services, click here.