Improving its operational efficiency

Introduction

The themes related to human resources and the continuous improvement of the organisation are at the heart of all companies. Ineffective recruitment coupled with a poor working atmosphere can drastically reduce a company’s operational performance.

In order to improve the way you operate, IÉSEG CONSEIL acts on audit and HR issues which enable you to identify your strengths and areas for improvement, both quantitatively and qualitatively. Audits and interviews, particularly of your recruitment management, can be carried out in order to review your processes and understand your overall operation. An audit report will be drawn up and will contain all the necessary recommendations to be implemented within your structure.

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YOUR CHALLENGES

Improve your in-store performance? Audit the quality of service?

  • You wish to ​determine the quality of service at the points of sale and the promotion of products.
  • You want to ​analyse the customer experience.
  • You want to ​take advantage of the strengths and weaknesses of your competitors.

OUR EXPERTISE

The ​IÉSEG CONSEIL Group now has expertise in the creation of mystery visits and mystery calls. Property developers, care centres, department stores… Every year, we carry out several recurring studies of mystery visits or calls for all kinds of companies.

This way we are able to meet your expectations and problems concerning these mystery visits or mystery calls. They will be adapted to your needs, depending on whether it is an audit of your establishment, a feedback on the customer experience or a study of your competition.

OUR OFFER

The purpose of conducting ​mystery visits or mystery calls is to ​improve a company’s customer experience and quality of service by verifying the existing processes. In order to do this, the visits or calls can be carried out within your company or at your competitors’ premises, the aim being to identify the strengths and weaknesses in order to identify areas for improvement.

To do this, our offer is organised in several stages:

Step 1​ :

We will start by ​developing an audit grid. ​This will bring together all the points you feel are necessary to collect the information you need during visits or calls.

Step 2​ :

We will continue with the ​mystery visits or calls. ​They will allow us to audit the service and the customer’s experience. The number of visits and calls required will be determined in advance with you.

Step 3​ :

We will conclude with ​an analysis and recommendations ​on the points that will have been audited during the visits or appeals. The analysis will enable us to group together the points observed, identify best practices and determine areas for improvement for your company.

YOUR CHALLENGES

Understanding market and consumer expectations? Develop a new product or improve an existing one to best meet your customers’ needs?

  • ​You want to ​understand the consumers in your market in depth.
  • ​You want to know ​their motivations, feelings and expectations regarding a product or service.

OUR EXPERTISE

The ​IÉSEG CONSEIL ​group now has expertise in conducting qualitative interviews. We have been able to conduct interviews and focus groups on various themes, particularly the launch of new products and services, the improvement of an existing service or the feelings of consumers with regard to new packaging. Thanks to the 6,200 students from our school, of very varied nationalities, as well as the alumni of our organisation, we were able to quickly mobilise respondents of all types of profiles.

So, whether it’s individual interviews or focus groups, our experience allows us to meet your needs to help you better understand your consumers. Also, quantitative analyses with the administration of questionnaires, through ​market research, ​can complement this analysis, in order to verify the conclusions drawn from the interviews on a larger sample of respondents.

OUR OFFER

The aim of ​qualitative interviews is to ​understand your consumers in depth: to gather their opinions, feelings and reservations about a current or future product. To do this, qualitative interviews can take the form of ​individual interviews ​or ​focus groups​. Focus groups allow you to compare different profiles and points of view that interact on their feelings about a product or service. The individual interview gives the interviewee more speaking time. This allows for a ​deeper and ​more in-depth ​analysis, highlighting expectations and motivations regarding your product or service.

To do this, our offer is organised in several stages:

Step 1​ :

Together with you, we will start by defining and then recruiting the predefined number of profiles targeted ​for individual interviews or focus groups. The profiles of the interviewees can represent different SSCs, ages and genders in order to collect as many different points of view as possible.

Step 2​ :

Next, we will define the duration of the exchanges as well as the lines of discussion after analysing the ​issues ​and ​objectives of ​these interviews. To do this, a good knowledge of the product or service as well as the issues for the company is essential for the analyst.

Step 3​ :

Following this preparation, we can conduct qualitative interviews and focus groups to gather as ​much information as possible​. A facilitator will guide the discussions, distribute the floor and lead the discussions after having defined the rules and issues of the interview with the interviewees. Another consultant will be responsible for recording the key responses and discussions, summarised in the meeting grid.

Step 4​ :

Finally, the different data collected will be analysed by our consultant in order to obtain an overall trend in ​demand and motivations as well as ​clusters of different profiles​. The analysis of the results will enable us to draw up recommendations for the company regarding its product or service.

YOUR CHALLENGES

Achieve your objectives while minimising your risks and costs? Detecting dysfunctions and areas for improvement in order to optimise your activities?

  • You wish to​ optimize your processes​ in order to reach your objectives.
  • You wish to find​ action levers​ in order to improve the practices and procedures of your company.
  • You wish to reduce your costs and ​increase your efficiency in your financial, accounting, HR or commercial activities.

OUR EXPERTISE

The ​IÉSEG CONSEIL ​group now has an expertise in carrying out audits of all types of processes. Thanks to a fresh and innovative outside perspective, we have notably carried out financial audits, partner audits and HR process audits (recruitment and training) for companies and associations. With 6,200 students specialised in Finance, Marketing or Human Resources, we are able to deploy external auditors with a wide range of expertise and rich and varied professional experience.

We are therefore able to audit your various processes and activities, whether they are financial, commercial or HR, in order to draw up recommendations that will enable you to achieve your objectives.

OUR OFFER

The audit of one or more processes aims at collecting and analysing information with an external view about your activities carried out in order to achieve your various objectives.

To do this, our offer is organised in several stages:

Step 1​ :

After having studied and understood the main activities of your company, our auditors will continue with an ​in-depth review of the processes ​to be analyzed, its various aspects and the activities, steps and stakeholders that make it up. They will also analyse its current results in relation to the objectives set.

Step 2​ :

Following this inventory and this initial analysis, an audit grid will be formulated in order to collect all the data required to ​analyse the current operation ​within the company. This grid is defined according to your needs and expectations.

Step 3​ :

Once the grid has been established, the audit will be conducted by our consultants. It may last from several hours to several days depending on the complexity of the process and its associated audit grid. On site, our consultants will observe, question and exchange with the actors of the process in order to fill in the entire grid and collect all the data necessary to analyse its effectiveness.

Step 4​ :

Finally, the audit grid will be analysed by our consultant who will draw conclusions and recommendations for the company. Thus, his external view will enable him to ​question certain current practices ​and ​suggest new action levers ​that will enable you to achieve your financial, HR or commercial management objectives more effectively.

YOUR CHALLENGES

Problem of internal human management?

  • You wish to ​analyse and understand the problems of internal human management.
  • You wish to ​take action to respond to these issues.

OUR EXPERTISE

The ​IÉSEG CONSEIL ​group now has an expertise in carrying out social climate studies. We have been able to offer solutions to various HR problems for companies, start-ups or large groups.

In addition, our consultants are trained within IÉSEG Grande École Programme, which includes advanced Human Resources courses and invites us to reflect on internal issues related to human management failures. They thus have the necessary experience to provide quality services to IÉSEG CONSEIL’s clients.

OUR OFFER

The purpose of a ​social climate study ​is to ​provide solutions to a human management problem within your company. This study will report the current situation in your company, as well as the implementation of action levers that will take into account the constraints linked to your structure.

To do this, our offer is organised in several stages:

Step 1​ :

We will start by ​reporting on your company’s current situation. ​This will be done through the processing and analysis of your internal data.

Step 2​ :

We will continue with ​a survey among the population affected by your problem​. This survey may take the form of questionnaires, focus groups or interviews. The aim of this stage is to analyse your human management issues by listening to all the parties involved in these issues. This analysis will be cross-referenced with previously analysed internal data.

Step 3​ :

We will then create ​Key Performance Indicators (KPIs) ​following the analysis of the surveys carried out and internal data. These KPIs will respond to the data relating to the problems present in your company.

Step 4​ :

​In a final step, ​we will establish ​action levers to be implemented within ​your structure. These action levers, prioritised, will be useful for you to tackle your internal human management problems. They will enable us to respond to this problem within a given timeframe.

CONDUCT OF A STUDY

Receipt of your request and contact

Sending a commercial proposal within 48 hours

Launching and carrying out the study

Handover of the deliverable

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