Ranging from demand generation and product development to fulfillment and customer service, VCI consultants have designed and implemented enabling processes to some of the largest companies in the world.
Our processes have transformed our clients’ companies, allowing them to achieve the next level of excellence. Our engagement experiences include:
Unlike other demand generation processes, the hallmark of VCI demand generation processes is the integration of all customer-facing operations, including sales, marketing, and customer service, under a single, unified process to ensure that customer experience is consistent with corporate strategy. We understand that in the current market condition, where customers can easily switch to a competitor, a holistic process that integrates all customer-facing organizations is critical to customer retention and long-term profitability.
New Product Development
VCI has designed and implemented structured product development processes, ranging from traditional water fall to iterative processes, such as the Rational Unified Process (RUP), that are appropriate for the stage of the company’s evolutionary cycle. The point of appropriateness for the client’s evolutionary stage is particularly important as processes must fit the capacity of the organization to handle them. We have been called in on many occasions where well-meaning executives implemented advanced concepts that the organization simply did not have the skills or capacity to handle. VCI takes a progressive approach to organizational maturity, which helps with buy-in and managing risks. Our experience includes software, systems, disposables, consumer goods, and electronics.
Lean and Six Sigma principles have been widely adopted to make significant improvements to businesses. VCI consultants are Lean and Six Sigma experts, and many of our consultants are Six Sigma Black or Master Black Belts. VCI consultants have successfully completed Lean transformation projects for a wide range of clients, including loan originators, servicers, medical device manufacturers, among others. We have trained hundreds of people on Lean and Six Sigma techniques. Many of the clients we trained are now leading Six Sigma and Lean transformation at their respective organizations.
Customer experience has become a distinguishing competitive edge for leading companies. This is true for both business-to-consumer and business-to-business companies. As with other processes, we take a holistic, integrated approach to customer service processes. We ensure that upstream processes, including R&D, sustaining engineering, marketing, and sales, are integrated with technical and service processes, particularly with third-party service providers where processes often fail. We also ensure that timely and accurate customer service feedback is provided to upstream processes so improvements can be implemented appropriately.
Dashboard and Scorecard Design
VCI has designed and implemented scorecards and executive dashboards for a wide variety of clients. Our approach to designing dashboards and scorecards is different from others. Prior to design we conduct extensive analytics to identify key causal variables that impact operational and financial outcomes of interest to senior management. Our methodology allows executives to concern themselves only with key variables and make fact-based decisions.