The AIM process
The AIM process
KPA's proprietary AIM (Appraisal and Implementation Methodology) is an effective cyclical approach to improvements in customer or employee satisfaction and efficiency optimization, triggered by TCE (Total Customer Experience), VOC (Voice of the Customers) Surveys and (Voice of the Workforce - VOW ) .
The process is divided into two main phases Appraisal and Implementation as presented in the diagram below.
KPA CEO, Prof. Ron Kenett explains: "Experience has shown that a survey by itself is of no independent value, but that the quality of such tools is measured by outcomes from the resulting follow up actions. A recommendation that is not accompanied by a specific action item does not carry the same weight as a recommendation that is implemented and that produces benefits to the organization. Therefore, the expertise and professional excellence in conducting a research/survey is measured by how the organization applies its conclusions, and the changes and improvements it triggers in the organization. The improvement in organizational effectiveness is the measure of our success.“
