Over 25 Years of Client Experience

Here are a few samples…

Call Center/Backoffice Performance Improvement

The Problem: Fortune 1,000 company experiences poor quality scores in outsourced call centers.
The Tool/Service: Culture in the Workplace Questionnaire™ (CWQ) and a culture audit on call center training.
The Solution: Identified cultural variables negatively impacting the agent performance. Redesigned training.
The Outcome: A significant impact (increase) on quality scores in all call center locations.

Strategic Re-alignment of the Finance Functions

The Problem: A global financial institution approached ITAP for support in transforming the Finance function globally
The Tool/Service: Competency Transcriptor and Competency Assessor
The Solution: Uncovered the behaviors that enable the transformation, and provided a gap analysis on individual positions.
The Outcome: Deep change in the understanding of competencies needed for global success at all levels of Finance from the CFO down.

Merger and Acquisition Support

The Problem: Biotech company that grew by acquisition had misaligned operations in three countries
The Tool/Services: Board Level analysis and administration of the Global Team Process Questionnaire™ (GTPQ)
The Solution: Interviews all board members, assesses team processes including metrics for success, change, communication and other issues.
The Outcome: Developed integrated vision, clarified board roles and responsibilities, delineated clear success metrics to deliver on strategic business results.

Global Expansion On-the-ground Support

The Problem: Mid-sized, US American digital component manufacturer needs to establish a presence in various geographies near its largest clients.
The Tool/Service: Cross cultural consulting, training, executive coaching using
Culture in the Workplace Questionnaire™
The Solution: Identified cultural variables in hiring, titles, compensation, insurance and cross-cultural management communication issues. Provided on-the-ground start up and ongoing HR support.
The Outcome: A significant decrease in cross-border miscommunication, leading to management-employee harmony on a multicultural team and recruitment and selection of high quality local employees.