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“I
want a world-class service to match our world-class facility.”
Operations Director, Distance Retailing
TPC were approached by the Operations Director at a major
distance retailer. He wanted to engage the 1000 or so staff
who would be moving into a new contact centre in 18 months
time in developing new operating patterns and service standards
for their new centre. The business transfer was completed
with all but four of the original staff being accommodated
in a completely different operating structure. The new centre
has since won several customer service excellence awards.
Tools used: Shape
Up!, Creating
Value for Customers™, Leadership
Challenge™
“Established
customers are telling us that our customary service standards
have slipped.”
Managing Director, Off-Shore Banking
The MD of an off-shore banking group was concerned that the
introduction of centralized processing had had a negative
impact on previously excellent and extremely personal levels
of customer service in his business. He asked TPC to run his
next two off-site conferences and focus his key people on
diagnosing and finding ways to restore the previous service
levels. Tools used: Future
Shape of the Winner™, Excellence
Audit™, Creating
Value for Customers™, Facilitation
“I want us to be a more customer focused business.”
CEO, Food & Drink Trading Group
The former Sales Director was appointed CEO of a branded food
and drinks company. He was determined to shift the company’s
deal-making trader mentality to a partnership-based approach
to doing business. He knew this would require different brand
values to be established inside and outside the business and
asked TPC to design and run an intervention for the top 150
managers in the business over a two year period to consolidate
this change. Tools used: Facilitation, Creating
Value for Customers™, Leadership
Challenge™, Performance
Coaching
(Some
Tom Peters Company customers)
Here
is a selection Tom Peters Company clients
and customers:
Addison
Avenue Credit Union
American Society of Mechanical
Engineers
Amtico International
Anthem Blue Cross
Applera/Applied Biosystems
ASDA Supermarkets
Ascertiva Group
Avon Rubber
Brintons Carpets
Chartered Quality Institute
Cognizant Technology Solutions Corporation
Commerce Bank
CPP Group
Credit Suisse
David Brown Industries
Deutsche Bank
The Durst Organization
EchoStar Technologies
Environmental Property Services
Experian Information Solutions
Freemans Home Shopping
Herman Miller International
Homes & Communities Agency
Ivy Funds Distribution
JD Williams/Zendor
Magnussen Home Furnishings
The Mathworks
Memorial Hospital
Merrill Lynch
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National
Association of Realtors
National Health Care Associates
New Deal in the Community
New Heartlands Pathfinder
New Mexico Military Institute
NICEIC Group
Norwich Union
Ocado
Premium Aircraft Interiors
Parity Resourcing
Pinnacol Assurance
Princes Foods
Rand Construction Corporation
Raytheon
RENEW Northwest
Rolls-Royce Aerospace
Royal Bank of Scotland
Sainburys Supermarkets
Shoreditch Trust
Sitel Outsourcing
Sybase
Teva Pharmaceuticals
Texas Instruments
Textron Bell Helicopter
United States Army
United States Navy
Virgin Money
Warner Holidays
Western Union
Xenel Industries
Zurich Insurance |
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