MCE Consulting services focus on our clients' most critical issues while identifying opportunities for growth. We offer creative solutions to developing and executing strategies in DACUM, Developing Customer Service Standards, Focus Groups, HR Policy Development, Labour Market Studies, Performance Management Templates, Recruitment Support, and Strategic Planning.
DACUM (Developing a Curriculum)
DACUM is an acronym for developing a curriculum. DACUM is a job or occupational analysis method that uses expert workers in the occupation as panelists. It is the foundation for competency-based curriculum, job profiles, work flow processes and performance management.
DACUM can be applied in training development, Human Resources organizational development, management decision-making, skills assessment & testing, credentialing, and performance management.
Developing Customer Service Standards
Creating a robust set of customer service standards is integral to any business. The difference between good and amazing customer service begins with standards developed by managers and culturally embraced by employees and accepted by customers.
Developing Customer Service Standards requires a focus on areas such as projecting a professional image and understanding the negative impact of providing poor customer service. Clients learn techniques to maximize the customer’s experience by identifying areas within the contact flow where they can improve upon their service offerings through role play and group exercises.
Supervisors responsible for Customer Service Standards are then encouraged to implement the standards and coach staff as they roll out the improved service offerings.
Focus Groups are small, diverse group of people (usually representative of a larger group), who provide reactions to the discovery of a product or idea. Focus Groups can be subject matter experts where collectively, they would represent It is a qualitative research technique often used to focus marketing efforts, but can be used by any business when implementing new processes and/or ideas.
Focus Groups will allow you to obtain detailed information about feelings, perceptions, and opinions, of each group member. These findings can save you both time and money compared with individual interviews or relying on outdated data. You’ll end up with a broader range of information and be better able to prepare for potential changes in behaviours throughout the entire range of focus on your product or plan.
HR Policy Development
Developing Human Resources policies for your organization establishes expectations for how things are done. Policies keep your organization in compliance with legislation and offer protection from claims derived from a lack of transparency.
There are multiple steps to developing a set of HR Policies. Most importantly, a good set of policies is established because of an organizational need. Do you have a need that you’ve identified within your organizational for ‘written record of a workplace rule’? You may or may not know of a piece of legislation that would make a policy mandatory for your organization. HR Policies are created to ensure a standardized approach across your organization, working to eliminate confusion that impacts the level of work required to continue to see your organization grow.
"We hired Mohawk College Enterprise (MCE) to help us with our human resources needs. Carrie Deon (MCE's HR Generalist) was extremely helpful, knowledgeable and efficient. She helped us develop performance management tools, updated our personnel policies and put together an entire recruitment package. We look forward to working with Carrie and MCE again."
- Sara Gill, Executive Director, Adult Basic Education Association
Labour Market Studies
Industry-specific labour market outlooks can help an organization better understand the markets they compete in. This data can better evaluate the performance of programs or goods and aid in the development of strategic planning to better penetrate a market(s).
MCE can deliver insightful economic and market analysis to clients looking to confidently decide on a strategic direction. By understanding economic trends and using forecasting models, MCE can provide clients with the tools to weigh programs or goods related to labour markets in a multitude of industries. Further understanding of the unique human resources challenges in each industry helps predict future needs and potential strategies to prepare for shifts in the labour market.
Performance Management Templates
Monitoring performance management is a continuous endeavour. Techniques for planning and coaching need to be developed and optimized for reviewing performance on a continuous basis. By first learning how to diagnose performance problems or opportunities allows an organization to set and reinforce positive behaviours that motivate a workforce to perform. This will set-up an environment that fosters growth and success.
Through successful performance management, an organization can increase objectivity by transitioning a portion of management to employees to assess their own performances. This further positions performance management as both a tool for organizational and personal growth.
MCE understands that the basis for a good performance management system is encouraging results through people and not from a top-down approach. MCE will assist organizations in developing templates that will assist in the diagnosing, developing and optimizing, performance-related criteria critical to the mission and vision. A successful performance management template will have also identified areas for additional training, an area of expertise for MCE clients with options readily adaptable to a performance management plan.
MCE acts as the intermediary between clients looking to recruit and potential candidates. The first step in recruitment consulting is gaining an understanding of the client’s needs and requirements for the position needing to be filled. The following steps are around attracting the right candidates by networking, advertising, and encouraging referrals. The client continues to be part of the process at select points along the journey.
Having a strategic plan is crucial for long-term growth. MCE can help you define goals for your organization and develop the strategies to help you achieve them. The strategies will be designed around the capabilities and resources that you already have in place.
Meeting with the MCE team can help us understand your business and objectives. We’ll assess the current state of your business and available resources, working towards a strategic planning session which we work closely together on that incorporates your vision and values to a long-term strategic action plan. The future scheduling of follow-ups can help you stay on track with your plan.