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IDL: Structure

We think of an organization's 'structure' as those fundamental practices and principles that guide the day-to-day operations. Project management, production and finance are natural functions in most organizations, and although each have their own specific purposes, they do support each other and can therefore be more integrated to share in each other's strengths. The one key theme shared by all functions is the customer.

Customer-centred business management

Customer service is not a new concept, but an understanding of how every activity within every organization ultimately impacts the customer, is gaining acceptance in all sectors of the economy. If any of your activities don't somehow contribute to customer satisfaction - be it time-to-market, pricing, quality or support, you have to ask yourself why you're doing it at all. IDL can help you assess how various activities and functions do in fact impact the customer.

The benefits speak for themselves
  • Grow your customer base through actions and word-of-mouth referrals

  • Strengthen existing customer loyalty and reduce churn

  • Create a more positive and robust workplace

  • Reduce promotional and operational costs

Do you have the right policies, internal communications strategy and tools to support your vision?

IDL can help you realize these benefits through consulting, product positioning and market management, process improvements, system alignment, employee development and training and customer-relationship management tools.

The result is a strong bottom line.