At KPA we designed and implemented integrated models for companies in a variety of industries. The basic building block of the model is data representing 1) Voice of the Customer, 2) Voice of the Process and 3) Voice of the Workforce. (Kenett, Hacohen et al. 1997, Kenett and Fainstein 2001, 2003, Kaplan and Kenett 2003, Kenett, 2004, Godfrey and Kenett, 2007).
For example, we were able to show one of our customers how an increase in employee satisfaction from their immediate supervisor, by branch, is directly related to customer satisfaction from that branch. In the six branches investigated higher employee satisfaction correlates well with higher customer satisfaction. We can exactly predict customer satisfaction on the basis of employee satisfaction level.
Our approach in implementing an integrated model, consists of analyzing internal operational data, customer and employee surveys, using an interdisciplinary research teams. A brief sketch of the approach is presented below: