LAS VEGAS, NV,/PRNewswire/ - Forget time to market, cost cutting measures and bleeding-edge technology: when it comes to corporate financials, it's all about the customer, says human resources consulting firm Competency Management Inc. (CMI, www.competencymanagement.com).

Based on extensive customer satisfaction research, CMI has developed the Q3™ Customer Satisfaction Program (http://www.competencymanagement.com/q3.shtml), a three-pronged approach to shifting companies' focus to customer relations. Through CMI's proprietary customer satisfaction surveys, selection testing and workforce development, Q3 is designed to improve product, procedural and relationship quality.

"Creating a customer-centered organization is not easy," said CMI president Jeffrey W. Daum, Ph.D. "Attacking the task with an integrated approach makes the project more likely to succeed and endure."

At the core of the program is CMI's Q3 Customer Satisfaction survey, customized to address each client's needs while satisfying ISO/TS 16494:2002 and ISO 9001 requirements. The resulting data is used to create action plans that achieve bottom-line results. Dr. Daum tells of one manufacturer that used its survey data to predict with 85% accuracy whether a customer considered the company a long-term partner. "That's invaluable information to have as a company makes strategic business plans," Daum said.

Especially intriguing, he said, are comparisons between what customers say and what employees think they will say. "We use parallel internal and external surveys to show companies they have strengths and opportunities they didn't even know about -- and clients come away knowing where they need to improve their efforts."

On repeated applications the Q3 survey data is linked to client metrics, including financials, quality and sales. CMI clients have found strong correlations between Q3 and profitability, improved product quality and increased market share.

After evaluating the customer satisfaction survey, CMI looks at a client's hiring practices. The Q3 customer service selection test module helps employers evaluate potential employees' aptitude for customer service before making hiring decisions. "Outstanding customer service begins with the right employees, and validated selection tests are the best way to find those applicants who are ready and willing to provide great service," Daum explained. "Pre- and post- Q3 selection tests document consistent and sizable reductions in turnover, accompanied by improved customer satisfaction."

The final piece of CMI's Q3 Customer Satisfaction Program is training. The company assists clients in creating and implementing customer-focused training programs at all levels of an organization. "Training is imperative for instructing new employees on company customer service principles and expectations," Daum explained. "Ongoing training is essential for keeping customer service at the forefront of all employee interactions. The right training program promotes retention, prevents stagnation and improves overall service."

ABOUT CMI
Competency Management Inc. is a global human resources Consulting firm whose services include executive assessment, employee and customer surveys, selection and testing programs, job analysis, validation, structured behavioral interviews, team development, OD, 360 appraisals, customer service programs, and EEO litigation support.

CONTACT:
Jeffrey W. Daum, Ph.D.
President
Competency Management Inc.
+1 313.885-4421
jwdaum@competencymanagement.com
http://www.competencymanagement.com