Customer Focus is Demonstrated at All Levels of the Organization and this Focus Cascades from the Top for Award Recipients
Operations Management International (OMI) in 2000 is the service category conducts semi- annual customer focus groups; administers quarterly client scorecards; and sends customer satisfaction surveys to their customers and competitors’ customers. In addition, a biennial survey is administered by a third party to determine customer satisfaction
Senior executives/leaders are the explicit guardians of the customer franchise. Strategic planning is based, in part, around marketplace factors and objectives. Executive compensation or evaluation is linked to customer satisfaction or relationship measures and performance.
Focus teams, established in 1990, sustain company-wide commitment in five key areas, including customer satisfaction for Operations Management International. Four strategic objectives for the company include customer focus, business growth, innovation, and market leadership. The executive leadership team, which includes the CEO, COO, CFO, and vice presidents, tracks measures linked to the objectives to ensure that strategic objectives, customer requirements, and improvement initiatives are linked and aligned
Revenue and profit growth : Total revenue growth rate of 15% since 1996, compared to 4.5% for OMI’s top competitor
Market share : Market share in its core business segment has increased to 60%, up from 50% in1996 for OMI
Employee productivity : Annual average revenue per associate improved from $92,600 in 1997 to almost $108,000 in 2000 – an increase of more than 15% for OMI