Operational Deep Dive (DD)
A DCG consultant spends time embedded in day-to-day operations to assist senior executives in gaining a deeper understanding of the status of front line engagement. Deep Dive identifies disconnects that exist between frontline staff and management that adversely impact the customer experience. The consultant will interview frontline team members, customers, vendors and other key stakeholders to identify process, organizational and cultural barriers that impede customer service and productivity. After the first round of interviews is completed, our consultant provides follow-up coaching sessions.
Because of the intensive nature of being deeply involved in day-to-day operations, this type of service can require anywhere from 3-6 months.
DCG provides extensive coaching to selected leaders to help them integrate the Leadership Framework principles into their day to day decision-making and communications to their teams with a focus on emotional intelligence and key organizational goals.
Coaching sessions normally occur over a span of 3-6 months, with individual sessions ranging from a one-hour phone call to a full day at the site.