Any company that wants to stay long-term and successfully in business has to see its business processes' consistent orientation towards the customer as its core task. Often, however, these processes are not questioned at all ("we've always done it that way") and end up missing, rather than addressing, the customer. This results in dissatisfaction, lack of customer loyalty and low profitability. Additionally, the employees might also start complaining about inefficiencies and look for individual ways of processing their tasks. In order for companies to efficiently serve their customers and for employees to orient themselves at definite structures, work flows have to be optimally adjusted to the requirements of these groups. psychonomics effectively supports you in analysing and realigning business processes. Vital elements of our approach include: consistent orientation towards your customers' requirements of your customers and the cost and performance targets set by the market concentration on the relevant core and support processes integration of your employees in project teams consideration of employees' concerns during change management processes lean project support by our experienced consultants continuous support on implementation up to implementation controlling METHODOLOGY Depending on your objectives, we employ the following methods: customer interviews and analysis via penalty/reward analyses employee surveys executive surveys goal-setting workshops with management for definition of service standards qualitative and quantitative description of processes process analysis via various measurement procedures and calculation of time-frames, volumes and costs process optimisation via re-design of processes using service standards defaults workshops for the definition of necessary implementation measures controlling of implementation via qualitative reviews and small-scale measurements RESULTS Depending on your objectives, you will receive the following results: transparent and optimised business processes more satisfied customers and employees visible increase in customer orientation and customer loyalty clear reduction in frictional and informational losses higher profitability CONTACT Dr. Thomas Bittner Management Board +49 (0)221 42061-0