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Organizational Effectiveness Through Feedback Management
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>> Voice of the Stakeholder & Survey Audits
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Audit Services
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of Newly Scheduled Workshops.
We target areas where interest has been shown.
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for a Survey Workshop
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Review our
Read our latest
newsletter article,
Read the proper use of different research methods for capturing effectiveness.
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 August 7-9, Las VegasOctober 28-30, Chicago December 9-11, BostonLate February, PhoenixWorkshop Descriptions
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Explore next-generation ideas in customer satisfaction &
customer interaction at our
October 7 at the world famous,
The International Golf Club, Bolton, Mass.
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From Workshop Attendees
Very appropriate & useful. I will be able to take the skills back to my organization and apply them immediately. Thank you for a great experience... This was the best course I have ever taken in terms of practicality and comprehension. Very thorough!
- Jeff Anthony,
PriceWaterhouseCoopers
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version of the
workshop description.
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View a short online presentation
summarizing the concept of surveying and outlining our courses.
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Provides targeted assistance on your survey questionnaire and project while helping you learn good survey practices.
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Need more than targeted survey consulting? Great Brook will design and execute a
Custom Survey Program
to meet your individual needs
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Get an experti's review of the feedback management processes in your organization for customers or other stakeholder groups --
or get a deep dive assessment of your survey program.
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Looking for self-help for
your survey project?
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Dr. Fred is a most engaging professional speaker. He has the unique ability to make analysis and survey instrument design appealing and understandable to the science challenged. The novice survey designer can learn to produce effective survey instruments under Dr. Fred's tutelage. The big mystery becomes how he makes the learning process of such dry material so fun & easy. Dr. Fred gently tickles the funny bone while he educates. He is truly a master survey design instructor and a pleasure to study under. Bravo!
Valerie Railey, US Courts Librarian, San Diego
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Thank you, Fred – for everything. Your workshop has been so beneficial even in the brief time since. In fact, I think I have already used every aspect of your training.
-- Donna Batten, The Institute of Internal Auditors
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Private On-site Survey Workshops are available at your company. This may prove more cost effective and deliver immediate value to your survey program as we build your survey instrument in class.
Please contact us for details.
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Would your local
professional association like
to sponsor a workshop?
Please contact Great Brook.
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Great Brook offers two levels of audits for your feedback programs. These audits are appropriate for feedback programs from any stakeholder groups -- e.g., customer feedback, employee feedback, supplier feedback. The goals of the audits are to assess the validity of your feedback programs and the programs' ability to provide actionable data for operational design and improvement processes.
Voice of the Stakeholder AuditBoth Stakeholder Audit & Survey Audit clients also qualify for a 50% discount on our Survey Design and Survey Data Analysis Workshops.
We have been surveying customers for many years and wanted an outside expert to evaluate our survey against industry best practices. Fred Van Bennekom of Great Brook gave us advice which raised our survey effectiveness to a new level.
-- Tom Tobias, Mgr, Technical Support Technical Support Web Site
Cisco Systems, Inc
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Follow the link to learn more about why should you use Great Brook Survey Audit Services
Voice of the "Stakeholder" AuditOrganizations have relationships with a number of different stakeholders: customers, employees, suppliers, owners, partners. Successful companies recognize that retaining these relationships is key to organizational success. For example, employee retention is key to driving customer satisfaction, and customer retention is key to long term profitability. These companies also recognize that feedback from these stakeholders is invaluable to fostering optimal relationships.
Consider customer relationships. Internal company brainstorming is not sufficient to develop products and services that will retain -- and gain -- customers. Customer feedback is needed, and listening to the Voice of the Customer (VOC) is a vital component of a Customer Relationship Management program. Articulating the VOC helps you identify critical product/services features and measure current performance along Critical to Quality parameters. Thus, VOC is integral to a Six Sigma framework both for product/service design (DMADV) and for controlling and improving quality (DMAIC).
Similarly employee feedback is valuable to understand the impact of the organization's practices to the retention of employees.
But how good is your listening post to the world of your stakeholders?
Are you evaluating your listening skills based upon
those same internal views of what's world class performance?
To benchmark your stakeholder feedback processes, Great Brook offers Voice of the Stakeholder Audit services (Voice of the Customer, Voice of the Employee, etc.). We will examine your feedback collection efforts and compare them to best practice, offering solid suggestions for improvement opportunities, both short term and long term. We expect that the benefits from the short term recommendations will more than cover the cost of the audit.
We will schedule an on-site visit to your facility to examine:
Overall program goals and designRange of feedback sources used (e.g., surveys, interviews, focus groups)Degree of balance in the portfolio of feedback collection methods - breadth versus depthActive versus passive feedback collectionType of data collected Appropriateness of the feedback method(s) to its stated purposeComplaint and issue handling processesRoot cause resolution processes for identified problemsCommunication of findings and their application to improvement programsImpact of the feedback collection upon those from whom the data are collected (after all, the feedback collection process affects the views of those stakeholders!)Ability of the program to meet the stated goalsAn immediate summary of our assessment will be delivered at the end of the site visit to be followed by a comprehensive written report. At some appropriate time later, we will return and certify that your stakeholder feedback program has achieved good business practice.
Contact us to arrange for your Voice of the Stakeholder Audit. We'll have some questions for you about your business, your operational processes and your current feedback program.
Note that customers of this Audit receive a $100 discount to our Survey Design and Survey Data Analysis workshop series.
Survey AuditIt's likely that some form of survey is part of your Voice of the Stakeholder program. Great Brook offers a more in-depth Survey Audit services to assess your survey program's effectiveness and benchmark it to best practice. The survey review results will include detailed suggestions for improvement to the survey program, including refinement of the survey questionnaire. The Survey Audit can be performed independently of the Voice of the Stakeholder Audit or as part of a complementary package.
While much of the survey review can be done remotely, if necessary, we will schedule an on-site visit to your facility. We will examine:
Clarity of the survey program's stated purposeAppropriateness of the survey program design to achieve stated goalsValidity of the questionnaire instrument - with detailed suggestions for improvement. (Our Questionnaire Review product is an integral element of the Survey Audit's deliverables. )Frequency of surveyingAppropriateness of sampling techniqueResponse rate - and techniques used to increase responseStatistical accuracy of the resultsPotential for bias in the survey results from administration proceduresThoroughness of the analysis of the survey dataEffectiveness of the reporting and communication of the results Overall ability of the survey program to achieve its goal, whether it be from management's involvement, flaw in the design, or flaws in the executionAn immediate summary of our assessment will be delivered at the end of the site visit, if part of the survey review process, followed by a comprehensive written report. At some appropriate time later, we will return and certify that your survey has achieved good business practice.
Contact us to arrange for your Survey Audit. We'll have some questions for you about your business, your operational processes and your current feedback program.
Note that customers of this Audit receive a $100 discount to our Survey Design and Survey Data Analysis workshop series.
Why Use Great Brook's Audit Services?Great Brook is an independent organization. We do conduct survey projects and perform targeted consulting for clients, but the heart of our business mission is to teach clients to master feedback principles and infuse them into their organizations -- not do it for them. By collecting feedback properly and demonstrating the value gleaned from the feedback, the program is more likely to weather future budget cuts or cuts made by a new management team. Our business model ensures the greatest objectivity to the audit; we have no hidden agenda.