Organizational Diagnosis Consulting

Organizational Diagnosis Consulting is one of the specialized services in the field of customer research, process improvement, and customer experience management, conducted with the aim of identifying hidden organizational problems, performing root cause analysis of customer dissatisfaction, and providing operational solutions to improve performance.

Many customer experience problems are not limited to a single specific factor; rather, they are the result of a combination of weaknesses in internal processes, quality of service delivery, employee performance, response speed, organizational communication, and the gap between customer expectations and the service received. Organizational diagnosis helps organizations, instead of focusing solely on resolving complaints, identify the main factors causing dissatisfaction and take action to prevent their recurrence.

The implementation process of this service includes several main stages. In the first stage, the most important customer Pain Points are identified through in-depth interviews with dissatisfied customers, complaint analysis, examination of customer feedback, and customer contact center data. The problems are then categorized, and the main factors causing dissatisfaction are extracted using Root Cause Analysis methods, process analysis, and organizational performance evaluation.

Next, field assessments are conducted in service-providing units and networks, and processes such as reception, information provision, waiting time, parts supply, service quality, and follow-up after service delivery are evaluated. Based on the findings, corrective actions are prioritized and an improvement plan is developed.

The output of this service includes a comprehensive organizational diagnosis report, root cause analysis of customer dissatisfaction, identification of process weaknesses, corrective action plan, customer experience improvement recommendations, and a roadmap for enhancing service quality.

This approach helps organizations move away from reactive problem management and, by improving processes, increasing service quality, and strengthening customer-centricity, enhance customer satisfaction and loyalty.

Track Record:

Implementation of telephone and field organizational diagnosis projects for all automotive companies

Bahman Motor

Kerman Motor

ISACO

Hamgam Khodro Company

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Contact Number:    02143904169