Channel Management & Process Improvement

“Tom O'Connor was hired to help Nelson & Associates transition from a family-managed business to a professionally-managed organization and position our company for future growth. Everyone in our organization found Tom's approach both refreshing and assuring. Tom has the unique ability to get people to open up and help people formulate their ideas. He facilitated a strategic planning session for us that resulted in several breakthrough strategies that have strengthened our organization. I consider Tom's perspectives and counseling invaluable.”
Todd Nelson, Nelson & Associates

“We engaged Tom O'Connor to assist us in our long range strategic planning process. His preparation, facilitation, and follow up was thoroughly professional and timely. Our process was greatly enhanced by Tom's participation.”
Ken Hooper, Ferraz Shawmut

“We all know that customer feedback is essential to the process of continuing to fine tune and improve service to our customers. From first-hand experience, Springfield Electric has learned that the challenge is how to get that feedback from a broad base of customers, and then how to analyze it correctly and use it to make good business decisions. For help with this challenge, we engaged Farmington Consulting Group. Using Tom O'Connor & FCG's very concise customer satisfaction survey process, we got the information we needed, but that was just the beginning. Drawing on Tom's base of industry experience and with his skilled facilitation, we were able to quickly and effectively turn survey results into actions. Tom brought us great value as he: 1. Analyzed the survey results and identified the specific areas of our performance that our customers want to see improved. 2. Interpreted the results to our management team and made specific recommendations. 3. Facilitated a cross functional Springfield Electric team to develop an action plan to improve targeted areas of performance. 4. Guided the implementation of a customer service guarantee platform. These actions have effectively raised the bar on our own performance and on our competition as well. But the real reward is that our customers tell us they see and appreciate the changes.”
Mike Barker, Springfield Electric Supply