Operational
Excellence

Cicero helps clients transform operations by taking a holistic view that transcends silos, connects operations to strategy, and focuses on the opportunities that will create the greatest value.

Expertise

We help you develop and monetize a differentiated customer experience, ensuring the whole organization is focused on making and keeping a customer.

We approach customer experience optimization from the point of the customer, understanding their requirements, preferences and motivations and structuring the customer experience to create seamless engagement from the marketing funnel through to the sales and support cycles.

  • Customer experience evaluation
  • Customer requirements diagnostics
  • Customer journey mapping
  • Customer experience enablement

We help you implement systematic changes to organizational processes, eliminating waste and improving overall efficiency and quality. Our approach transforms organizations by creating a new, better way of working. We help you establish the thinking necessary to develop systems that drive continuous improvement, and engage employees to meet customer needs more effectively

We help companies realize the value of lean transformation not just in manufacturing but across products and services. We begin by understanding the customer problems the enterprise is seeking to solve, assess each major value stream step and ensure the organization is committed to continually evaluating each critical point in the value stream

Through our lean business transformation services, we can help you:

  • Transform your business process and supply chain
  • Deliver a superior customer service experience
  • Eliminate waste along each point of the value stream
  • Simplify operations and reduce waste
  • Reduce value stream waste and shorten cash-cycle time

We help you optimize your manufacturing and supply-chain base and manage the key inputs critical to product manufacturing and delivery, at the speed of your changing business. Our approach is based in expertise in Lean/Six Sigma approaches to manufacturing and supply-chain optimization.

Cicero also supports in strategic sourcing and procurement and ensuring a sustainable supply of materials to meet customer demands.

  • We can help you Transform your supply chain and manufacturing footprint
  • Revamp your strategic sourcing and procurement processes
  • Support material rebidding and agreement structuring

We help you stay on top of business performance, beyond outcome-based operational metrics. We help you identify core goals, analyze appropriate data, and define leading indicators and key metrics of business performance.

Our approach is to identify with your leadership team the optima operational performance and develop an operations performance framework to balance competing objectives.

Typically, we will develop customer, strategic, financial, and employment measures that will provide an ongoing overall understanding of your business – in real time.

Cicero Group’s operational performance management capabilities will help you:

  • Understand the key drivers of operational performance
  • Establish operational performance benchmarks and goals
  • Create a single-source of truth on performance
  • Increase visibility through the organization as well as forward into the future
  • Improve management decision-making and reduce waste
  • Ensure stable and robust business performance

We help you optimize key business functions through the identification of core goals, analysis of existing data and implementation of metric-driven performance management processes and systems.

We understand businesses have unique strategic and financial goals. We work with your leadership team to identify the optimal operational performance management framework that most closely balances competing objectives.

 

Typically a “balanced” performance management approach, which includes a mix of customer, strategic, financial and employee measurements, will provide ongoing insight into the overall health of your organization.

We know that it is easier to keep a customer than it is to make a new one, and happy customers mean more customers. We can help you maximize customer satisfaction by helping you adjust the right processes and structures within your support organizations.

Our service and support optimization capabilities will help you improve responsiveness, attention to detail and create more authentic personal interactions to improve lifetime customer value.

Our capabilities can ensure you:

  • Optimize service and support resources
  • Improve service desk support and maximize live support impact
  • Establish appropriate escalation procedures and reduce service outages
  • Agile delivery of new applications, support and services
  • Improve governance, risk, and compliance management
  • Design and implement ‘follow-the sun’ global support

OUR INSIGHTS

Understanding organization alignment

Effective operations performance management

Optimizing Manufacturing and Supply Chains

Lean Business Transformation

Advice to Incoming Junior Consultants

How to Maintain Customer Focus while Making Operational Improvements

MANAGEMENT CONSULTING

Cicero Group is a premier management consulting firm focused on implementing data-driven strategies for a broad mix of private, public, and social sector organizations across the globe. We work with top management to assess needs and provide data-driven decision support to capture and build value in a variety of industries and across a full range of organization structures.

We bring deep functional expertise in advanced research and analytics, strategy, operational excellence and trajectory transformation to identify and capture value for our clients. These are the pillars of Cicero Group’s overarching purpose: Help clients create and continuously deliver extraordinary results.

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