TCI works with boards of directors, largely in the not-for-profit sector,
to help them govern effectively: We assist board
members to manage their scarcest resources, time, and knowledge. The governance
model we use is designed to focus the attention of board members on the
key issues of governance. It centres on developing and communicating board
expectations to the organization and working with the CEO to ensure that
those expectations are realistic and are met.
The intent of our approach
is to remove the stress associated with the fire fighting approach to
governance by putting in place clear processes for decision-making and
communication between the Board and the organization. This stress is replaced with
a refocus of Board energy on the fundamentals of governance: Deciding
what the organization is all about; determining what is to be achieved;
making clear what approaches to achieving the Board's goals are not acceptable,
and, specifying how the Board will relate to the organization. We place considerable stress on Board intervention at key points of the
planning and implementation cycle. The nature of Board intervention is designed
to clearly specify its expectations in a way that are understandable and useful
to the organization.
We work with boards to preserve
their most important asset - corporate memory. This helps to ensure that
Boards do not repeat the mistakes of the past but rather build on both
their positive achievements and their mistakes. We use a 'real time' approach
to building corporate memory that uses members; time is the most economical
manner. We use a combination
of computer-based multimedia presentations and group exercises to help
board members to re-conceptualize their roles. We then involve members
in working through a structured approach to developing meaningful policy
and implementing it skilfully. Finally, we provide guidance in working
skilfully with the CEO or Executive Director to implement these changes
to the benefit of the organization as a whole.
Feasibility Studies, Business Plans, and Economic Assessments
We specialize in feasibility studies
for new ventures (product lines, companies, joint ventures, new facilities)
for both private and public sector organizations. These involve assessments
of the size and growth of the market; projections of attendance and/or
sales; the development of operating plans; the design and configuration
of the new operation, including an assessment of capital costs; and financial
and sensitivity analyses. Often, we will incorporate the results of the
feasibility study into a business plan for the new venture, which will
then be used to help structure the venture and raise financing.
We also undertake 'due diligence' assessments of feasibility
studies and business plans that have been prepared by other organizations.
This may be part of a review by government, for example, if public monies
are being requested, or on behalf of a legal firm if litigation is involved.
We have also undertaken numerous economic impact assessments of new ventures, events or facilities at the national, provincial, state, regional or local level. In these, we focus on the incremental economic benefits of the new development upon the area of concern, using standard economic impact frameworks that determine the impact in terms of jobs, additional income,
and tax benefits. Our services include:
Market studies
Marketing plans
Strategic plans
Vision and goal setting
Operating plans
Financial analysis and planning
Customer Relationship Management
(CRM)
We are very experienced in assisting
our clients to use CRM strategies, analytical tools and management processes
to create additional value through the acquisition, development and retention
of preferred customer relationships. Our experience includes providing
advice on the effective use of call centres and on the deployment of customer
satisfaction and loyalty methodologies. In addition, CRM is being used
to open new doors and business opportunities in key, emerging areas such
as e-Commerce/Business (e.g., eCRM Multimedia initiatives).
Our integrated approach to CRM focuses
on how our clients serve their customers and how customers view the performance
of our client. In this regard, we assist our clients in making informed
customer investment decisions across the range of current and potential
customer interactions. In making such investments, firms will likely reallocate
their marketing and production resources to maximize the value of their
entire customer base.
We assist our clients in both justifying those investments
and justifying the returns from them. With value creation as the end goal,
we help uncover specific opportunities with customers, identify how to
involve customers in creating relationship value and assess how to create
value through marketing partnerships.
The scope of our services
includes addressing organizational issues for implementing CRM such as
ways of automating, improving and aligning business processes in front-office
areas, identifying information requirements and models for analysis, undertaking
various measurements (e.g. customer satisfaction and loyalty tracking),
HR requirements (employee satisfaction and training) and management of
change. We can also provide specialist alliance partners who bring the
IT resources and capabilities for enabling integrated end-to-end eCRM
solutions.
