Operation & Organization

In today's world of economic and social uncertainty, companies in all sectors are exposed to major changes. To rise above and manage the changes, companies must look within and become lean, flexible and fast moving.

The difference between a successful company and a failing one is directly linked to the company's core capabilities. Only a strong, stable and lean operational platform can translate to strategic excellence and eventually profits.

Tefen's areas of expertise are:

Operational Excellence

Operational excellence requires a strong commitment and a culture of continuous improvement in order to solve current global problems of cost and efficiency. Over the years Tefen accompanied dozens of companies in the process of seeking continuous improvement and operational excellence with professional multidisciplinary teams and a shared commitment to improved business results.

Customer Service

Today's world, where each customer can be a media channel, contains many challenges and opportunities. The voice of the customer has made service a main issue in an organization that often requires the CEO’s attention. Dealing with these new customers requires reexamination of the organization's service strategy and requires an understanding that customer service is no longer a luxury but a necessity.

Organization Design

Organizational design starts with generating an HR strategy that aligns with the business strategy of the organization. In organizational design we bring our customers the latest best practice in the industry in order to determine the optimal organizational structure, define roles and responsibilities for every position, design career paths and perform organizational job analysis.

Change Management

Change management is a key success factor in every organizational change; Tefen's consultants apply change management methodologies in every project we engage. Successful change management is about creating a vision for the project, focusing senior management on the project's success, steering involvement and commitment to change within every level of the organization, and using motivation and escalation techniques. Of course, the three most important elements of change management are communication, communication and…communication.  

People Capabilities

In recent years developing human capital has become a major growth engine for many organizations. Tefen assists in developing people capabilities into a competitive advantage for a firm.  Improving management and team leading skills, Excelling in decision making, fostering creativity and innovation and developing core competencies are just a fraction of the actions taken to maximize people capabilities in organizations.

Operational Excellence

Operational excellence in a corporate culture enhances the way a company provides customers with products and services. Operational excellence requires a strong commitment and a culture of continuous improvement in order to solve current global problems such as cost and efficiency.

Operational excellence is a philosophy of leadership, teamwork and problem solving that results in continuous improvement throughout the organization by focusing on the needs of the customer, empowering employees, and streamlining existing activities in the process.

Continuous improvement applies not only to improving the quality of human resources, but also to improving processes and standards. Improvement starts by setting and correctly measuring the key process indicators (KPI), using the right documentation, controlling results, and defining preventive and corrective actions. That’s the way to achieve continuous improvement in a company's performance.

Implementation of operational excellence and continuous improvement processes will lead to reduced waste and operational costs, shortened cycle time and reduced cost of the product / service.

Over the years Tefen accompanied dozens of companies in implementing processes of continuous improvement and operational excellence with professional multidisciplinary teams and a shared commitment to improve business results.

Customer Service

Today's world, where each customer can be a media channel, contains many challenges and opportunities. The voice of the customer has made service a main issue in an organization that often requires the CEO’s attention. The customer can function as the best salesperson when recommending the company or a customer can create substantial damage through slander. Therefore, customers must be turned into partners. Customers' increasing service expectations (high service levels, full availability in a variety of channels, one stop shop etc.) force organizations to respond accordingly in order to retain those customers.

Dealing with these new customers requires reexamining an organization's service strategy and understanding that customer service is no longer a luxury, but a necessity.

Customer Experience

All companies are aware of the importance of customer service, but do they understand the importance of customer experience?

The economy today is less a service-based economy and more an experience-based one. Customer experience has become an essential strategic asset in many industries. Due to advances in technology and globalization, which make customer expectations higher, companies are now finding themselves listening to the voice of the customer to understand customers' true feelings and acting accordingly. 

Tefen defines customer experience as the sum of how customers engage and contact the company at the different touch points, not only in a snapshot of time, but throughout the customers' journey.  Customer experience, whether it's good or bad, is something every company has and needs to look into.

Our goal at Tefen is to help you understand your customers' expectations and minimize the gap between their hopes and their actual experience in order to give your company a competitive edge in today's market.

In order to understand your customers' experience, we look into the different stages of the customers' journey and examine how your organization supports this journey with various touchpoints and the way it responds in moments of truth. Following this examination we perform a gap analysis to understand how we can improve customer experience.

Multi-Channel Contact Center

We help organizations choose and/or improve their service channels in order to exceed customer expectations and provide extraordinary service.

To build a multi-channel contact center we define the proper infrastructures, including human resources, IT systems and work processes, in order to maintain excellent SLA and service in every channel.

Change Management

Change Management is a key success factor in every organizational change. Successful change management includes creating a vision for a project, focusing senior management on the project's success, steering involvement and commitment to change within every level of the organization, and using motivation and escalation techniques. Of course, the three most important elements of change management are communication, communication and…communication.

Tefen consultants apply change management methodologies in every project in which we engage. Tefen has expertise in developing the tools to support an organizational change while focusing senior management, recruiting employees and integrating communication processes to align them to monitoring and control processes supporting the change. This unique combination leads to the achievement of targets and the accomplishment of project objectives in cooperation with employees and management.

Tefen's vast experience in change management activities and its exclusive combination of communication and training skills, monitoring and control processes and management routines, allow the organization to perform the necessary administrative steps effectively. Optimal synergy of Tefen experience and the organization's capabilities will allow complex changes and help companies deal with the challenges accompanying such a change. 

Change Management Plan

A change management plan is a plan describing the activities needed for implementing a change successfully. While developing a change management program, one must consider what actions should be performed in order to focus the attention of senior management to the project's success. We help our clients think about how to involve the middle managers and employees in the process and acquire their commitment to the project's success. In addition, the change management program includes regular routines to communicate the project objectives, vision, reasons for the change, expected benefits for employees and managers in the organization, project status and expectations for future steps. It is also important to utilize the communication platform to gather feedback from all levels in the organization.

Change Management Tools

Change management tools are digital accessories, tangible and conceptual, used to manage a change. The tools can be divided into three groups - identifying and mapping tools, information and training tools and collaboration and involvement tools.

Identifying and mapping tools are generally used in the beginning of a project to perform a "temperature check," an assessment of the organization's readiness for change and to identify in advance any anticipated resistance. 
Information and training tools are used to transfer information regarding a change through existing portals, newsletters or other channels such as forums to share success stories or informational videos. 
Collaboration and involvement tools help connect employees to the change process throughout the project's lifecycle. In many projects we establish improvement teams or Kaizen events to get employees to be a part of the change.

Dealing with Resistance

Significant or unusual changes that produce new situations usually evoke resistance. The resistance is usually not directed to the change itself, but to giving up familiar and comfortable patterns. When dealing with resistance, we must identify it at an early stage and try to minimize it using techniques and skills such as identifying and using empathy, asking questions to find the source of the resistance, offering specific solutions and underlining the employee's personal benefits from the change.

People Capabilities

In recent years developing human capital has become a major growth engine for many organizations. We at Tefen assist in developing people capabilities into a competitive advantage for a firm. Improving management and team leading skills, excelling indecision-making, fostering creativity and innovation and developing core competencies are just a fraction of the actions taken to maximize people capabilities in organizations.

Tefen has professional consultants with diverse management experience, allowing for the ability to observe and know what is required for success. Tefen can help identify management challenges and adjust training and deployment processes uniquely to any organization.

We offer our clients extensive experience in analyzing core processes required to improve management skills and decision making in an organization. Gaining familiarity with an organization is always a preliminary stage, which leads to adjusting a training program, setting managers' personal goals and developing support work processes tailored to an organization's size, vision and business goals.

Improving Skills

Tefen offers our clients a map of their organization's capabilities and performs improvements to the capabilities in accordance with the organizational values and goals. Improved management capabilities, professional capabilities, personal and interpersonal capabilities, are achieved by identifying training needs and building a training program. Tefen helps with developing the training content and materials, conducting skills upgrading workshops and supporting managers and employees in the change implementation process through guidance and personal coaching.

Developing Core Competencies

Tefen helps organizations identify and map their core competencies. This helps them understand what competencies will lead to growth and what competencies should be preserved in order to minimize future risks. Developing core competencies in an organization affects recruitment processes, monitoring, feedback and assessment processes, employees' retention processes and organizational culture. Tefen helps with defining and designing the necessary processes and leads our clients to change the organizational culture accordingly.