JFA Services

Our areas of service are involved in client projects which:

Bring management together in a more focused and common purpose; Measure customer service capabilities; Improve leadership capabilities; Relate organizational performance to organizational goals; Assist individuals in being better managers and leaders; Help to build better management teams; Empower management and employee relationships; Support the strategic planning process with built in measurement systems.

Our breadth of service is represented by three distinct categories of work:

ACTIONABLE INFORMATION Customized surveys designed to assess and strengthen organizations’ ongoing effectiveness with customer, employees, and partners.

STRATEGIC ORGANIZATION AND EFFECTIVENESS Systemic alignment of units, employees, and resources to successfully accomplish changing priorities, assessments, training and development solutions.

TEAM AND LEADERSHIP GROWTH DEVELOPMENT Assessment, tailored development solutions, and hands-on training for key leaders and operational teams.

 

 

JFA Services

 

Strategic Planning

Our approach to strategic planning is at the heart of our value to our clients. This is where we start. First, defining where your organization wants to go. Then, establishing a unique process (cascade and alignment) that drives the right accountability of all individuals in your organization.

Our recommendations – a result of ongoing trend analysis of your company’s overall performance (Evaluation of Customer Service and Assessment of Employee Engagement) – provide clear and concise direction based on facts and feedback. With the proper measurements and ongoing analysis in place, any strategic effort can be continually measured for success against specific criteria defined by you.

We cite many successful engagements, continuing to direct executive-level strategy sessions for a variety of industries. (back to top of page)

 

 

Evaluation of Customer Experience

So, what do your customers expect from you?

First, we measure your organization’s customer service performance. The results can be revealing, and often expose gaps that are affecting your company’s positive attributes.

Next, we make recommendations to your executive team on how to create more customer advocates for your company. It can be as simple as revising processes, updating job responsibilities and accountabilities, improving manager-employee dialog, or providing employees with achievable, realistic goals that will boost overall success. (back to top of page)

 

 

Assessment of Employee Engagement

Your most important assets are your employees. If engaged, they produce better customer relationships. Yet all too often, what employees need for their own success and your company’s success are overlooked.

We approach the customer relationships as an ongoing conversation between management and employees. As you would measure financial performance on a routine basis, this employee dialogue should be conducted and measured in the same manner.

This program consists of a baseline measurement of employees’ viewpoints, identifying gaps in needs of the company compared to the needs of its employees. Strengths and corrections are identified at every level of the organization, resulting in clear and concise recommendations for improvement. Common findings include gaps in managerial support, leadership communication, inclusion, and fair treatment in the workplace.

Subsequently, we routinely conduct a 60-Second Quality Check. This continuous measurement focuses on high priority issues most impacting employee engagement. This information enables you to observe trends in progress over time, based on new directives and employee support programs. (back to top of page)

 

 

Performance Management –
Design and Implementation

Today’s fast-paced business world requires that companies communicate objectives and expectations to employees in order to keep everyone moving in the same direction. Confusion can lead to missed deadlines, frustrated customers and employees, and lost revenue. By managing performance from goal setting to project completion, companies can realize the achievement of goals, on time and within budget.

Our Performance Management System is a proven process that:

  • Equips organizations (every team and individual) with customer-defined results-oriented goals
  • Establishes accountability of employees in achieving these goals
  • Establishes a process for regular performance feedback to ensure desired results

Clear and engaged employees are confident, motivated and flexible. They are prepared to achieve individual, team, and corporate objectives on a consistent basis.

Organizations that embrace this method of setting and communicating expectations will experience increased productivity, competitive advantage, and improved customer and employee retention. (back to top of page)

 

 

Leadership and Team Development

Team Profiling

Style profiling offers insight into what is required for a team to fulfill a required purpose.

Team members receive concrete information on how to deal with their individual differences and remove barriers to communication, resulting in immediate improvement in decision making. Information pertinent to team decisions can be gathered, analyzed, and acted upon more effectively when the team’s and each team member’s style is understood and integrated into their routine interactions. Conflicts can be managed and disagreements can be resolved. Team members will better understand their strengths and weaknesses and use this knowledge to improve day-to-day functioning.

TDF® Cognitive Style Inventory is our model for understanding the different styles of team members in the workplace. The TDF Team Development Workshop imparts the insights of the TDF Cognitive Style Model and equips team members to use those insights in ways that yield immediate results. (back to top of page)

 

 

Quality Care Assessment

JFA’s Quality Care Assessment was carefully designed to assist long term care facilities with improving performance and increasing referrals. The program uses resident and family feedback to coach and improve staff performance that directly affects your bottom line.

Our Methodology

Measure: We conduct a brief survey with each resident (or their responsible party) within 7 days following discharge from skilled nursing or rehabilitation — via phone, email, or printed survey — to measure specific areas of performance during their stay.

Report: Each month, your facility receives a suite of online reports showing specific areas of your program that meet performance targets, which areas are in need of improvement, and resident/family comments about their experience.

ALERTS: You also receive real-time email alerts when someone indicates an unresolved issue that requires your attention.

Change: With the assistance of the JFA reports, you will be able to work with your leadership team to improve performance and accurately track the results of your efforts. In addition, JFA’s senior consultants can work with your team, both as a group and one-on-one, to help overcome barriers that may be identified. (back to top of page)

 

 

TDF Behavioral Styles Tool -
(Thinking, Deciding, Feeling)

TDF is a behavioral styles model whose purpose is improved understanding of self and others. It is often used as a first step in personal development and the development of teams where effective communication and interaction is critical. As a tool for teams, the goal of TDF is to move beyond understanding of the inherent differences that make us unique, toward real appreciation of those differences and how, properly utilized, they make our teams stronger.

TDF is built on the premise that different people inherently see the world in different ways, and because we see the world differently, we act differently. It also helps explain why each of us feels more comfortable in certain settings, and why working with certain people feels natural while working with others sometimes feels like being in a foreign country.

It provides a non-threatening language for dealing with human differences and provides leaders with an important tool for understanding and working with the people in their organizations.

Knowing TDF will help you:

  • Make wiser choices
  • See where you can succeed
  • Find settings that support your talents
  • Have more realistic expectations of yourself and others
  • Read people better
  • Work and live better with others

JFA Consulting has used TDF as its primary tool of human understanding in working with organizations for more than twenty years, conducting over three hundred TDF workshops with teams of 2 to 150 across all industry sectors and the non-profit world. (back to top of page)