•  Can you accurately predict which of your customers will remain loyal in the future?

     •  Do you know the three or four issues that truly drive your customers' satisfaction?

     •  Does your process meet the new requirements of ISO/TS 16949 & ISO9001:2009?

Competency Management Incorporated (CMI) specializes in the design and execution of value-added customer satisfaction programs. Our approach has been featured in magazines such as WARD's AutoWorld ( http://competencymanagement.com/news2.shtml ) and in reviews such as CBS Market Watch titled CMI's Q₃™ Customer Satisfaction Program Improves Corporate Profits ( http://competencymanagement.com/news5.shtml ). A CMI Q 3 ™ program will precisely identify what genuinely determines your customers' satisfaction with your services and products. Our comprehensive data analysis and feedback will enable you to focus your resources on the key issues that result in increased market share. The unique model we design for you will accurately define the factors that result in lifelong relationships with customers.

Our Q₃™ Programs are research based, built on the three corner stones of customer satisfaction: Q₃™ product quality, process and procedural quality, and relationship quality. Our typical program assesses specific issues under each component, for example:
          Product Quality
          •       meets or exceeds expectations
          •       state-of-the-art technology
          •       validated, tested, & simulated to client specifications
          •       competitive pricing
          •       enhance customer value
          Procedural Quality
          •       ease of ordering
          •       accurate fulfillment
          •       inventory meets needs
          •       on time delivery
          •       environmentally friendly packing
          •       packaged to prevent damage in shipment
          •       ease of tracking
          •       appropriate adjustment/return policy
          •       order-through-delivery process bests competition
          Relationship Quality
          •       product knowledgeable contacts
          •       knowledgeable about client needs
          •       communicates at client knowledge level
          •       one-stop problem resolution
          •       problems solved at the root cause
          •       legendary customer service benchmarks competition

The tailored Q₃™ Programs provide direct, statistically valid, comparison data of you to your competition on the following actionable areas:
•       Responsiveness
•       Competitiveness
•       Innovativeness
•       Quality
•       Customer Service
•       Long Term Partnering

It accurately quantifies your competitive strengths and weaknesses from your customers' perspective. Using the data, our team will help you focus strategic efforts to retain and increase market share. The programs also provide direct measure of the effectiveness of initiatives your organi z ation has implemented during prior year (after first year's participation). That is, you will have quantifiable internal benchmarks (in addition to the external competitive benchmarks) on the repeat annual surveys to judge progress based on actions you have taken during the previous 12 months.

We are sure you will agree this information is critical to your organi z ation's continued success and its new independence, particularly in today's environment! Call us today at +1.313.885.4421 or click on and fill out the contact form here to learn more about how CMI's Q₃™ Programs can help you achieve your objectives!