CASE STUDIES

Total Quality Management Corporate System	One of the largest private electric service companies in South America, which has been in existence for more than 100 years. This company offers generation, transmission, distribution and commercial services in parts of the national territory, including its capital. The company has a total of 1,000,000 customers and 7,000 employees.
Telephone Call Center evaluation and implementation.	Call Center Operations involve departments where phone calls are consolidated for a wide range of services, including telemarketing, customer service, help desks and account management. This concept has gained increased popularity as an efficient, effective means for organizations to handle this critical element of service strategy. However, in many cases, the company utilizing a call center places more emphasis on the efficient part of the service, as opposed to the effective aspects.
General contractors leadership development	Many of the General contractors and workers are "technically" excellent in their field but do not know how to deal with people. Also, in many instances, they exhibit attitudes which are not conducive to teamwork and effective, efficient operations. This impacts the team environment which is required to do an excellent job in the construction industry.
Complaint handling system	One of the leading Telecommunication companies in the United States, whose territory expands throughout many states. It provides basic telephone service, cellular service, directory services, and cable television.
Reengineering teams	Working with a large utility, with more than 8,000 employees, we redesigned most of their major business processes. As a result benefits were observed in cost per customer and customer satisfaction indicators. Process indicators were implemented and they became the responsibility oif line supervisors.
Reliability System	A large investor owned utilities in The United States needed help in the evaluation of the cost effectiviness of the maintenance plans and capital investments in the distribution area.
Customer Needs Analysis and Management development	A subsidiary of a major corporation. The client company leverages off the core competencies that have developed within the industry to other consumer product related businesses.
A Total Quality Management System with emphasis on Process Control	A public electric service company in South America which offers Generation, Distribution and Commercial services to one of the largest oil producing areas in the world. This company has a total of 300,000 customers and 1,500 employees.
A large manufacturer of consumable products	A South American company that produces, distributes and sells ice cream to the public. The company suffered a lack of good morale due to problems with production and deliveries. This "game" plan was to rely on advertisement and tie ins with Disney to sell their products. A new strategy was needed.
A Stock registrar company	A stock registrar company needed help in improving relations with its customers, the banks and the stock market. A very detailed assessment of the needs of all customers and those impacted by the company was conducted. Processes were changed, new indicators established and employees trained to provide new levels of service.
Customer sensitivity for large insurance company	An insurance company, specializing in credit insurance, needed to improve the attitude and style of its technical Information Technology employees. Seminars were held, issues were raised and goals were developed to improve performance based on customer needs and expectations
Service recovery for large electric utility	The vehicle fleet department of one of the largest electrical utilities in the USA was concerned on how to deal with a problem or complaint once created. A "service recovery program" was developed specifically for over 300 employees and development seminars took place across the different central offices.
Customer attitude surveys for manufacturing company	A highly technical company, producer of hospital safety equipment required sales training for its technicians, to develop new positive attitudes. It also requested MRI to conduct quarterly customer satisfaction surveys to determine how customers perceive the company, its products, its salesmen and technicians. The results are being used for performance appraisal and evaluations.
Patient sensitivity for hospital staff	A hospital that caters to large non-English speaking patients decided to develop new service and sensitivity attitudes in all its employees. MRI conducted classes, both in English and Spanish, to over 500 employees, which included basically the whole hospital staff.