TOTUSConsultancy

Collaboration and organization are virtually the same.
And although working with people should never be overly technical in nature, the structures within which interactions occur can be approached in a technical way. Just like in a sports team, it’s essential for an organization that the right people do the right things at the right time. And just like in sports, you don’t leave that to chance, you make SMART agreements up front.

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Getting the basics right has become a familiar phrase. There are different models and interpretations, but the core idea remains the same: a good customer experience stems from a solid foundational structure. Totus approaches this holistically and views it as a causal chain.

A good customer experience stems from strong execution.
Strong execution requires engaged employees.
Engaged employees thrive on streamlined processes and clear information.

This is achieved through the frameworks provided by Operational Excellence, and sustained through a governance model that enables and manages information flow both bottom-up and top-down.

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"When you invest in establishing the right foundational structures and clear agreements, you can scale more efficiently, and, above all, keep delivering on your customer promises in a continuous and controlled way."