Maher & Maher, an IMPAQ Company - Investment Advisors for Talent Development.

Our Capabilities

Service Delivery Redesign & Support Services

Our consulting engagements often involve the need for an organization to look differently at the way that it provides its core services. The Maher & Maher Process Improvement Process℠ helps organizations to look critically at their service delivery process to identify inefficiencies and activities that do not add customer value – offering opportunities to redesign core processes for improved effectiveness.

In the private sector:

  • We helped Road Runner design core business processes, document them, and design training for the roll-out of advanced broadband products through their national network.
  • We supported the redesign of a Time Warner Cable National Division’s call center operations; clustering centers and integrating service delivery processes.
  • We supported the redesign of AOL’s international call center routing processes and deployed training to implement re-designed call handling processes through call centers in North and South America, India, and the Philippines.

In the public sector:

  • Our One Stop Process Improvement Process (OSPIP) was a process reengineering effort that refocused One Stop service delivery on the customer (rather than the program), and won a Secretary’s Award for Excellence from the U.S. Department of Labor.
  • Our One Stop Certification Process has helped multiple states achieve a service-focused “scorecard” for System standards for “certification” of service quality and excellence.
  • Our Regionalism Proactive has deployed sector-based service delivery reforms in states and local areas – fundamentally transforming service delivery and performance standards.
  • Our online learning Communities of Practice have supported professional development and peer-to-peer learning.
  • Our Best Practices collection and dissemination services, working through the National Governor’s Association Center for Best Practices and DOL’s Employment and Training Administration (ETA), supports state and local system transformation.