PCG's U.S. Navy Project Underway
Palo Alto, CA—September 2007—PCG has been contracted by the U.S. Navy Office of Civilian Human Resources (OCHR) to design and implement a survey that will 1) assess customer satisfaction with key areas of OCHR’s services and 2) direct management on the most important areas to improve. OCHR oversees seven Human Resources Service Centers (HRSC) that provide personnel services to Navy activities.
The project is now underway as PCG has started conducting focus groups with customers to gain their insights on the OCHR services they have used and to determine what is important to them. Their feedback will then be used to develop an online employee questionnaire that will be made available to all qualified respondents—approximately 17,000 Navy employees.
Ultimately, PCG will analyze the responses to the questionnaire and use their proprietary Net Impression® process to identify the key operational improvements that will increase customer satisfaction with OCHR.
About Pacific Consulting Group
Pacific Consulting Group (PCG) is a management consulting firm specializing in helping organizations improve their customers' and employees' experience and satisfaction. PCG's flagship service is the proprietary Net Impression® process, which integrates measurement and action into a strategic approach that perpetuates change. PCG's services include designing customer/employee assessment strategies, conducting qualitative research, designing and administering surveys, analyzing and prioritizing improvement targets, and action planning to turn market research into successful innovations that improve the customer/employee experience and business results.