Maximizing Results in a Flat World

In today's globally competitive world, it is becoming even more important for people and their organizations to maximize results by improving productivity, performance and customer service.

That's how we can help.  We are experienced specialists in enhancing an organization's internal operations through Business Process Improvement and its external interface through improved Customer Service.


Business Process Improvement

What is Process Improvement?  Simply, it's a methodology for improving the performance of organizations by assessing its processes and decision making steps; identifying it "constraints" and recommending possible solutions.  The desired outcome is not to just "fix" a problem, but to improve the "process" and avoid its reoccurrence.  Our approach utilizes concepts of "systems thinking," "root cause" problem solving, the Theory of Constraints, the Capability Maturity Model and the APQC framework.

Whether our client is a for-profit business, non-profit organization or a governmental agency, one of our strategies is Capacity Building -  increasing the capacity of an organization and its members to be more productive.

We do this by first focusing on the organization's desired results or outcomes; then utilizing the methodology of planning, implementing and assessing in a systemic, multi-disciplinary approach.

Plan

• Visioning and Strategic Planning - Working with Boards and Executive Teams on the organization's Vison, Mission and Strategic Objectives
• Culture - Defining the internal culture needed to meet the organization's stategic objectives
• Talent Management and Succession Planning - Developing the human capital needed for a successful implementation
• Business Process -  Designing supportive operational and adminstrative processes

Implement

• Training
  • Communications - Understanding the impact of differing interpersonal communication styles, and how it can unintentionally result in conflict and poor performance
  • Leadership - Learning leadership styles most appropriate for your organization's strategic objectives and internal culture, to enhance organizational success
  • Supervision - Helping new and long standing supervisors understand effective principles through a staged developmental process, resulting in higher performance
  • Team Building and Conflict Management -  Given the complexity of contemporary organizations and their strategic objectives, effective and productive team work is critical; training and workshops help teams learn together so that they can work together.
  • Customer Service and Hospitality - Confirming service models and understanding internal customer expectations begin the process of building a sustainable culture of quality customer service and gracious hospitality in the spirit of Ho'okipa
• Coaching
  • Coaching - Guiding Managers and Supervisors in their development to reinforce the sustainability of the training process
  • Executive Coaching - Assisting in executives with leadership and decision-making tools

Business Process

• Business Process Design & Consulting - Successful organizations need effective and productive processes to maximize individual and organizational performance
• Tax, Audit & Risk Management - Our alliance partners help organizations be sure that "back office" operations aren't hindering their performance
• IT Solutions & Audits -  Consulting assistance in designing and maximizing utilization of your technology systems

Assess

• Measure, Monitor and Review -  Using various tools and methodologies, we can assist you in measuring the progress of your organizational change and development, to assure that you are investing in meaningful and sustainable processes.

Our Customer Service training and coaching services are appropiate for all levels of staff and management.  Participants will learn introductory and advanced techniques for achieving quality service in any industry by:

• Learning existing or developing new service standards
• Creating an awareness of the importance of providing quality service
• Providing essential techniques and skills to effectively deal with customers
• Facilitating improvement in handlings angry and dissatisfied customers
• Focusing on the individual's personal responsibility in delivering service excellence
• Non-verbal communications, image, etiquette and protocol standards

Our training programs range from core, entry-level training to coaching on handling the most demanding and sophisticated clientele.  Topics include:

• Designing effective and sustainable customer service models
• Understanding customer behavior and expectations
• Enlightened inter-personal communications
• Cultural diversity and its implication among clients and employees
• The Ethics of Quality Service
• The Economics of Hospitality and Service
• Leadership and Supervision in Hospitality Service
  

We also include concepts of Ho'okipa in all our training.

Customer Service in Hawaii is unique in the way our contemporary practices have adopted the values and practices of various cultures.  Among the most important, our Hawaiian host culture has taught us the importance of "Ho'okipa" and the importance on imbedding the spirit of Aloha into our service practices.

The Chairman of the Beijing Tourism Group once met with Gregg Yamanaka and commented on how hotels in Beijing have many more staff per guest than in Hawaii.  Yet he noticed that the level of service in Hawaii is superior.  When Gregg explained how the practices of "Ho'okipa," of welcoming strangers, without reservation, and offering them the best that they could, is the foundation of hospitality in Hawaii, the Chairman remarked "that's it."  Since that meeting, Gregg has traveled to China and Taiwan to lecture on the concepts of service, quality, infrastructure, leadership, values and ethics in hospitality management.