Metals Industry: Internal and International Customer Feedback

This multinational corporation has several business units whose factories' output ranges from processing raw ore to creating a variety of finished parts. This vertically integrated producer of refined ore and fabricated parts distributes finished products and raw material to customers world-wide. In a business as complex as this one, the customer service issues are specific yet may be reduced do to price, service, and quality. The details of these three elements are very important to maintain market position.

In order to compete in this environment, more than ten interdependent business units comprising this corporation have to coordinate their activities. Customer service means not only serving the outside customer, but the internal customer as well. For the multiple business units and the company as a whole RFG Marketing identified the relevant customer service dimensions, measured the relative significance of each of them for internal as well as external customers. We also measured quality of service among these dimensions. The information derived allowed each business unit to address its unique issues relative to customer satisfaction and overall sales.

Medical Services Industry: Multicultural Employee Feedback

A provider of commercial medical laundry services, this client must maintain the strictest quality standards. To do so, they rely on a workforce that represents at least fifteen birth countries and speaks a dozen languages. With this wide range of cultures represented and the importance that the work be done properly, it is essential that they have harmonious relations in the workplace.

Since English is at least a second language for a significant proportion of employees, the key issue in helping this company was providing understandable communication and high quality feedback. These issues exemplify the challenge of multicultural workplace diversity.

Before we came on the scene, a poorly worded question lead to needless concern on the part of management. Since asking the wrong question naturally leads to the wrong answer, this client was trying to solve a problem they didn't really have.

Our challenge was to develop a set of questions worded in such a way as to be clearly understood in a multitude of contexts. They survey had to administered so that the meaning of each question was as clear as possible. Follow-up surveys showed that the feedback led to changes that were on the mark.

Chemical Industry: Subcontractor Performance

This client's distribution function is outsourced. Like many companies, subcontractors add another layer to the operational environment. Managment needed to know for sure that deliveries were being made on time and in the quantities specified.

As a contract manufacturer of a variety of chemical compounds, the customer service environment for this client requires close attention to environmental regulations in addition to manufacturing specifications. This company has customers in several countries. The ability to remain competitive in the face of complex customer and regulatory requirements is always a challenge.

The information gathered and analyzed by RFG Marketing provided the client with a clear picture of how they were doing from the perspectives of the varied segments of their customer base. This feedback identified opportunities to change some areas of service and to build on strengths.