Case Studies
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Employee Engagement & Retention
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Burke aids biotechnology company with internal customer satisfaction project
Employee Engagement & Retention
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Business Situation:
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The corporate finance function of a biotechnology company wanted to increase the depth of their staff's knowledge, expertise and skills in order to increase internal customer satisfaction and add value to the services they provide. Burke's ability to provide structure and framework to a "vague and loose" set of objectives was the primary reason this biotech company enlisted Burke as a research partner.
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Research Objectives:
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- Assess present status of finance function relative to staffing, skill sets and meeting customer expectations
- Assess customer satisfaction and expectations
- Assess employee engagement and identify drivers of engagement
- Identify the staffing and skill sets needed to meet business and customer requirements
- Establish a baseline measure for assessing internal customer satisfaction, which can be tracked over time
- Prioritize results to guide targeted action planning
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Method:
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- Qualitative: in-person focus groups with employees and customers
- Quantitative: dual Web surveys among employees and customers
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Outcome:
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Burke recommended an "outside-in" approach for improvements to begin with customers. This biotechnology client is currently working to identify customer needs, determine knowledge skills and abilities required to meet customer needs, develop an organizational skills plan based on requirements and identify "standards of performance" from customers.
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Burke research aids pharmaceutical - Rx with strategic planning
Employee Engagement & Retention
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Business Situation:
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A major manufacturer of pharmaceuticals was in the process of preparing for their next years' strategic plan. As part of the process, they wanted to reveiw the prior year's strategic planning process and gain input from marketers to see if they could improve. Burke was the partner of choice because of our understanding of organizational behavior and strategic planning processes. The client felt that Burke's executive-level staff would be best suited for interacting with and engaging their top-level marketers.
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Research Objectives:
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Discuss the last year's progress with a broad variety of marketers to understand if the current process is working and if not, what can be done to improve.
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Method:
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In-person and telephone in-depth interviews
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Outcome:
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Although the overall process received much praise, some key improvement opportunities were uncovered regarding the timing of the process, the documents used in the process and management of the information following the planning cycle. Overall, the team was given enough direction to make specific changes to the processes and the tools for the next year's cycle.
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