Profile

Professional summary

Dr. Deborah Heller’s current clients are consultants in OD, HR Development, and Quality in both for profit and non-profit settings. She helps them in developing business, writing proposals, scoping a project, working with challenging clients, designing and facilitating workshops.

For over 35 years, Dr. Heller helped small and large organizations in almost every sector make the necessary changes and connections to be competitive in today's market. She enjoys supporting new ideas and helping create change that brings new energy and profitability to the enterprise. The focus of her past work had been on strategic and operational issues that confront leaders in competitive environments in both for profit and not-for-profit organizations. The work over the years has gi

Engagement overview

Duration and cost of an engagement depends on the scope of work, identified during the initial consultation.

Insights

Great idea! All professional service firms gain an advantage when they understand their clients: Why?
1. You can allocate and invest resources effectively to increase revenues
2. You can learn what services "delight" your clients and provide those consistently
3. You can understand the business your client is in, keep track of current change, pay attention to specific trends and chang... Read more

I found Dave Galanis' email quite helpful in terms of defining metrics that might be useful for measuring the results of the continuous improvement efforts. What I am not sure about is whether you have engaged in a process internally to identify those processes and systems that you believe would benefit from attention.

Typically client/customer feedback is helpful in thinking about where to put ... Read more

One more perspective. You comment that improvement activities are driven "top down." While it is really important that the senior levels of the organization are committed to customer service, you may be missing key issues experienced by those who work directly with customers. A little more analysis may be helpful. Who are the people who are interacting with customers? Are there problems acros... Read more

I think Judy Knight has a great response.

What I would add are a couple of things. First of all, once a team loses or adds a member it is a "new" team. The questioner's description of changed teams, blended teams etc., really means starting over. The good news is if staff have had positive team experiences they can bring their team skills and talents to table. Therefore the teams are really b... Read more