CSI diagnostics are implemented through a survey of selected
respondents (those people who are in the best position to provide input) using
a customized questionnaire that is guided by a framework model specific to each
diagnostic (use the tabs above to learn more about our diagnostic tools). This
is followed by the generation of the reports (see the “Benefits” section of
each diagnostic for examples). All CSI diagnostics are implemented with the
help of a trained consultant (the Associate), either external or internal to
the organization undergoing the evaluation.
A key part of the process is the analysis and understanding
of the results (sensemaking). Management carries this out with the Associate
acting as a facilitator. The outcome of sensemaking is usually consensus that
leads to action plans for improvements or other initiatives. These steps are as
follows:
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Development of the questionnaire customized for
each specific organization (60 or 30 questions with open ended questions depending on the type of diagnostic). |
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Selection of the groups and subgroups desired for each respondent category ( i.e. customers, employees, management, suppliers in the case of the Capability Snapshot®). This is important as one
of the strengths of CSI’s diagnostics reports is the ability to compare the
perceptions of these subdivisions within and across categories. |
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Telephone interviewing by CSI of external respondents, if required, and the distribution
of instructions for confidential online response or the distribution of the
questionnaire and answer sheets where internet data capture is not desired. |
It's easy to implement, fast,
non-disruptive, and confidential.
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