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Organizational Effectiveness Through Feedback Management
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>> Reengineering the Support - Development Interface
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Review our
Read our latest article on
and see how a misalignment between a survey invitation and the actual survey.
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Learn how to conduct a survey project from questionnaire design
to survey administration
to data analysis.
 February 28 - March 1, 2012, Orlando, FLMay 10-12, 2012, SeattleJune 19-21, 2012 Wash. DC~~~
TBD~~~
Learn how to design a
TBD
~~~
View a short online presentation
summarizing the concept of surveying and outlining our courses.
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Bolton, Mass.
November 7-8, 2011
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Provides targeted assistance on your survey questionnaire and project while being mentored on good survey practices.
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 Contract Holder GS-02F-0126U
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Need more than
targeted survey consulting?
Great Brook specializes in
the design and execution of
Custom Survey Research Projects to meet
your individual needs.
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Get an expert'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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Have a question about surveying you'd like to have answered in a future CLF article?
Please contact us.
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Self-help guidance for your survey project
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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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For a comprehensive list
of survey automation tools
for your survey program.
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"Programmers know how the product is built.
Testers know how the product works.
Support people know how the product is used"
--- Test Manager for a desktop product in the research study
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"Get close to your customer!" is a mantra found in business circles today. ISO 9000 and various quality management programs all stress listening to the "customers' voice" as a source of information for improvement processes. The functional group with the most customer contact typically is the customer or technical support group. Logically, the customer support group (CSG) could serve as a key source of customer information, yet many -- if not most -- companies treat the CSG as a "necessary evil," leaving it untapped for its greater strategic potential.
The author recently concluded an in-depth case study of the strategic role of the customer support function in software companies. I began the research study with three objectives:
Identify the types of roles CSGs play in product quality assurance and quality improvement; Determine the potential impact upon the cost structure of companies when the CSG serves a more active quality management role; and Determine how companies can develop these more active quality management roles for customer support. Across my research sites I found CSGs playing a broad range of quality assurance and quality improvement roles. More importantly, the data suggest that a more robust quality management role improved the quality of the next generation product, significantly lowering the cost to support the product. These robust roles for CSG appeared to result from a maturation process, which was promoted by a mix of factors with the organization.
-- Fred Van Bennekom, Dr.B.A., Principal Great Brook Consulting
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