MCE Consulting Services

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.

The MCE process would involve a focus group in a facilitated storyboarding process that captures the major duties and related tasks in an occupation, as well as any specific knowledge and skills. This is a cost-effective method for a thorough analysis of any job.


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.

MCE puts a plan in place to collect information from managers and staff to provide a standard for customer service for your business in terms of customer expectation. These standards define your internal culture and promotes values to support the standards.


Focus Groups

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.

MCE uses focus groups whenever justifiable to ensure quality of information received is used to maximize the integrity of final outcomes. MCE focus groups use ‘silent brainstorming’, a method in which a question is asked of the group and they record their answers individually so as not to sway each other. This allows everyone the equal opportunity to contribute ideas to the facilitator which are then posted, shared, and prioritized. 

“Workforce Planning Hamilton sees MCE as a solid partner in workforce development in Hamilton. We have worked with them in a variety of ways: as a consultant on salary survey, as a key informant on labour market issues, and as a partner on projects. No matter the relationship we have always found MCE and their team an innovative and most reliable collaborator.”

“Recently we worked with Audie McCarthy and the Hamilton Council on Aging on a community consultation on the mature worker. Together, we hosted a focus group for employment service provider representatives exploring their experience in meeting the needs of older workers. MCE co-facilitated the session and brought thoughtful questions and good processes to the session. The results have led to further work in this area.


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

MCE has extensive experience in developing HR policies for organizations. MCE has worked diligently to establish its own set of Human Resources policies that are universally accepted as well as adaptable to new workplace challenges and legislative changes. MCE will consult with you on areas where policies can be established, developing and drafting those policies, writing and reviewing procedures, to approving and implementing the new policies within your organization.


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.

MCE would be happy to consult with you on your labour market needs and provide your organization with a strategic direction to optimize success in evolving labour markets.


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.

Set-up a consultation with the MCE team today to assess our compatibility as partners in developing a performance management template for you.


Recruitment Support

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.

For example, a business required consulting services in the area of Recruitment in order to secure the best candidate for a new executive position. Through a variety of professional avenues, MCE attracted a number of qualified candidates to a pre-screening assessment, short-listing the most attractive in accordance to relevancy and excellence in employment practices and relatable industry experience.

A formal interview panel comprised of MCE and business representatives asked formal behavioural style questions in addition to seeking to identify specific skills crucial to a successful high-level executive. The process identified and successfully hire a new executive.


Strategic Planning

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.

For example, the Township of West Lincoln worked with MCE to develop a 10 year strategic plan to guide service planning for the town. Planning had to align with community values and have community input through consultation efforts. The project was divided into phases. Phase 1 was a preliminary environmental scan that involved extensive review of planning documents, interviews with the leadership team, and a SWOT analysis. Phase 2 involved consulting with the community through a series of focus groups that collected information from over 340 participants. Phase 3 interpreted the volume of data collected into the development of a vision, mission, and strategic objectives for the Township.