Home Case Studies
Catalysing Customer Satisfaction.
Continually increasing Customer Service and loyalty are major themes for Ford Motor Company. Bob de Brandt is charged with developing and implementing European programmes to achieve the goals. Recently he has been able to assist Ford dealers in achieving 12% increases in their customer satisfaction scores using the Catalyst Process.
Full interview - 1.2MB PDF file, 2 pages
In the Eye of the Beholder
An article from the October 2000 issue of the Journal if the IT Service Management Forum, ServiceTalk, following the Catalyst process as used by Halifax to address IT provisioning issues.
Full article - 36kb PDF file, 2 pages.
Paul Dawes, Director, Catalyst Associates Limited worked with Terry Lumley, Service & Support Business Manager, Apple Computer UK to understand the problems Apple resellers experience in obtaining technical support.
Full interview - 212 kb PDF file, 2 pages
Lloyds TSB Bank used Catalyst to help them survey some 80,000 staff.
"Working with the Catalyst facilitators exposed us to new ways of thinking."
Full interview - 88 kb PDF file, 2 pages.
The Royal Pharmaceutical Society used the Catalyst Process to study pharmacists' perception of the rapidly chaing world of health care. The Society developed a strategy aimed at setting the agenda for progress within the profession, and used Catalyst to identify and inform about overcome barriers that prevented them from making changes
The Society received an 88% response rate using the Catalyst tools.
Interview 1 and Interview 2 - 4 pages, 2 PDF files, 148 and 120 kb.
Exploring customers' perception of banking and financial services.
"If you are truly committed to building a real relationship with customers then you have to use such a process to understand and act upon your customers’ real perceptions. " - Steve Round, Unity's Executive Director.
Full interview: 112kb PDF file, 2 pages.