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Issue-Focused Approach
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For more about each issue, point to its name in the list above.
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Contact us to learn more about how Divaker can dramatically improve performance and enhance the culture of your organization.
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© 2001 Divaker Ltd., Chicago, IL. All rights reserved. |
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Overview
There are times when an organization will have a very focused concern around a specific issue. For these situations, Divaker provides an issue-focused approach to implementing behavioral solutions. Initially, Divaker will work with the client to determine the nature of the concern and the factors affecting it. Next, Divaker will determine with the client what modular components are appropriate for addressing the issue.
Cost Management
Excessive waste and high budget items are often indicators of cost management issues. Managing cost in a company does not have to be limited to how money is being spent, or how much waste is occurring. A well-designed reinforcement system for efficient use of resources will achieve money savings. Divaker provides training and consulting on activity-based accounting, pinpointing cost-saving behaviors and how to design a reinforcement system that encourages cost-saving behaviors.
Customer Loyalty
Poor customer satisfaction ratings and a low base of returning customers often indicate the absence of customer loyalty. At the heart of customer loyalty is customer service. Therefore, Divaker heavily emphasizes the customer experience, not only in terms of process, but also in terms of employee interactions with customers. We explore the factors that affect customer loyalty, and teach how to ensure that they will foster loyalty. We also focus on and customer service behaviors and results that can rescue dissatisfied customers and retain satisfied customer in the face of stiff competition.
Employee Loyalty
Poor employee satisfaction ratings, excessive negative talk and high turnover are often indicators of low employee loyalty. Understanding factors that affect an employee's work experience goes a long way in understanding how to create a work environment that will generate and retain employee loyalty. Divaker focuses on teaching how to design an employee loyalty system through which employees can tap into their reinforcers for performing well, because, ultimately, loyalty is based on positive reinforcement.
Leadership
When there is a disconnect between what a leader wants and what is being implemented, one can assume that leadership is deficient in the organization. A lot has been written on what effective leadership is. The training and coaching on this issue involves a behavioral analysis of leadership. Participants are coached on behaviors that will, with practice, result in the characteristics that define an outstanding leader. A personality profile is used as a point of departure to customize the experience and self-exploration of each individual.
Morale/Satisfaction
Low morale and satisfaction is often related to frustrating work situations, the absence of acknowledgment for good work and a lack of trust between employees and management. Training and consulting on this issue addresses how to design a reinforcing work process, how to design multiple sources of reinforcement that can be personalized for individuals and how to generate trust between employees and management.
Performance-based compensation
When good pay does not yield high performance, the company may have a problem with its compensation system. Divaker explores the differences between time-based compensation (e.g. salary) and performance-based compensation (achievement-based pay) with the client. We also teach how to design a performance-based compensation system for various jobs to yield and maintain high levels of performance.
Productivity
Low yields relative to past or reasonably projected levels of performance may indicate a productivity issue. For many jobs, productivity is an ambiguous term. This is especially true when the outcome of a job is not immediately visible, as in the service industry. Consulting and training on this issue is focused on pinpointing activities that define productivity in all kinds of jobs. Also addressed is how to create a measurement system to monitor productivity and how to provide constructive feedback and positive reinforcement to encourage behaviors linked to productivity results.
Quality
Without the aid of automated systems, quality can be an ambiguous term, especially in the service industry. When customer returns exceed allowable limits, quality is likely to be an issue. Divaker works with the client to determine the point at which human performance is the cause of poor quality. Divaker also teaches how to pinpoint behaviors that affect quality, how to create a measurement system for monitoring those behaviors and how to provide constructive feedback to reinforce and encourage behaviors linked to quality results.
Recognition
When employees engage in a lot of negative talk, it is likely because recognition is lacking for good performance. Divaker teaches how to make recognition specific, personal and immediate.
Suggestion System
When employees stop making suggestions for improving work process, or misuse the suggestion system, it is likely because of a problem with that system. Divaker specializes in problem-solving where a suggestion system already exists, and in creating a trouble-free system where it doesn’t. We focus on building a system that employees will take seriously and will want to participate in, and that will survive over time.
Turnover
Employee turnover can be due to economic factors or because of employees’ negative work experiences. Divaker explores what factors are contributing to turnover and determines whether a change in the compensation system or management style, or both will decrease turnover.
Safety
If injury rate is increasing or shows a plateau effect, then a behavioral intervention is necessary. Behavior-based safety involves conducting a safety culture assessment, training in behavioral safety methods for a steering team, orientation training for the rest of the employees, and implementation of the process using our software for measuring safe behaviors, and follow-up consulting. Components of this process can be purchased and implemented separately. A behavior-based environmental culture assessment is also available.
Methodology Overview
