CSQA’s Trifecta Model for Success

Curriculum Development Process

The CSQA program was strategically developed to combine the three pillars of CSQA’s model for a successful career – The CSQA Trifecta™.  The CSQA Trifecta™ was built on the foundational belief that the three key characteristics shared among all successfully established companies are: (1) efficient operations across the business, (2) customer satisfaction, and (3) effective execution of strategic initiatives. Individually, each factor enables a business to function and establish market share. When combined, the impact of each characteristic can be exponentially enhanced to accelerate business growth in a competitive market:

  1. Operational efficiency is not only a customer centric benefit, it is also a primary focus of any cost-benefit analysis within a business. All else equal, a company with higher operational efficiency is able to achieve greater results while using the same amount of resources as its competitors. Benefits include: faster product launches/improvements, lower costs, reduced errors, improved order processing times, and increased employee satisfaction.
    1. Customer satisfaction is one of the major indicators that a company is on the right track. When a company is focused on customer satisfaction, it understands that operational efficiency has a significant impact on the end customers’ experience. In larger companies, a rising operational trend is that different internal departments are viewed as “clients” of one another as well. This perspective ensures that an emphasis of efficient service is consistently maintained throughout the company.
    2. When a business is first launched, much of its efforts are put into its products or services. Once a company is established or has experienced significant growth, strategic initiatives are often redirected towards cost reduction – one of the most common areas of focus in operational efficiency. When a company is able to effectively execute on such initiatives, not only does it result in reduced costs, it does so with optimal use of resources as well.
  2. Customer Satisfaction is a key differentiator for businesses in a competitive industry and can provide a significant edge when the brand of a company becomes synonymous with great customer service.
    1. When combined with efficient operations, among many other benefits, companies are able lower wait times and resolve problems more effectively.
    2. Strategic initiatives are a key part of a company’s growth and is often used to implement new improvements focused on customer satisfaction. As a result, effective execution of the initiatives is a critical part of the business so that scarce resources are not otherwise wasted on failed (or delayed) implementations, and just as important – the client experience is not hindered.
  3. Strategy is only an idea without effective execution. Regardless if a company is a startup seeking to grow its establishment, or an established entity looking to lean out operations, execution of such initiatives is critical to its success. Companies with a strong track record of effective execution often become leaders in its market as they are able to materialize their business plans with less setbacks.
    1. A company that focuses on customer satisfaction is often more comprehensive when it implements new initiatives. The added focus provides new perspective and helps companies anticipate/avoid customer setbacks that wouldn’t have otherwise been identified. For example, n e-commerce website planning an upgrade would consider variables such as the time zone of its primary customer base, email communications, and increasing support staff in anticipation of confused clients.
    2. A natural complement to effective execution is operational efficiency. Efficient workflow enables a seemingly continuous integration of strategic initiatives. Such operational work environments often provide a clearer picture of how things are being done today, what needs to change, key factors that may negatively impact business operations, and ultimately how to best integrate the new changes.

It is clear that the three characteristics above can have a significant impact on the success of any company, but why does all this matter?

Companies hire those who they think will provide the most value and the goal is getting them to think it is you.

CSQA Institute’s primary goal is to enable candidates – through the process of becoming a Certified Service Quality Associate, in developing a successful career. To do so, the CSQA Trifecta™ framework first identified the characteristics most common among successful companies – as illustrated above. Next, CSQA Institute identified three corresponding areas of knowledge universally sought after by such companies. The three topics then became the foundational pillars of the CSQA Trifecta™ framework.

The skills and knowledge within each pillar is then translated into the CSQA curriculum in a manner that provides candidates with a thorough understanding of the skills and perspective involved.

The curriculum further equips candidates with the knowledge, skills, and experience required to confidently navigate the hiring process, and demonstrate to employers the value of hiring a Certified Service Quality Associate.

(1) Process Improvement

Over the last 20+ years, large multi-national companies experienced explosive levels of growth that are becoming more challenging to sustain in times of economic uncertainty. As a result, companies have begun focusing efforts on leaning out inefficiencies that often accompany high growth oriented initiatives. Rather than financing developments of new technologies or additional acquisitions of disruptive startups, companies look to identify opportunities to enhance efficiencies within existing business segments. To increase shareholder value, companies have an increasing need to optimize the use of existing resources to save time and money by improving operational efficiency.

Work Place Achievement ExamplesCareer Benefit
Approach work with a process oriented perspectiveGoal oriented and efficient
Implement measurable positive changesQuantifiable achievements
Continuously improving your work environmentBuild a track record of professional growth

(2) Customer Service

In an age of instant communication, social media, and experience driven satisfaction, customer service has become more important than ever. The voice of the customer has expanded, their audience has widened, and expectations have elevated. With the onset of self-serve technologies, customers more often than not, reach out to companies when they have an issues that needs to be resolved. Due to increasing globalization and product commoditization, product offerings alone no longer provide a significant edge for companies in a competitive market. As a result, companies emphasize the value of hiring applicants who are better equipped at navigating the dynamic landscape of interacting with customers and those who can best represent their professional brand.

Work Place Achievement ExamplesCareer Benefit
Successfully connect with a diverse range of personalitiesNetworking and interviews
Recover from negative customer experiencesTurn conversations around during interviews and bridge communication gaps
Positively contribute to the company’s brandDevelop and manage your personal brand

(3) Project Management

The world’s access to knowledge and ideas has changed significantly since the establishment of the internet. What was once primarily available to the upper echelons of business and academics is now readily available online 24/7. The resulting consequence of such a monumental shift in informational access is that “what” a business provides is less of a success factor than “how” the company provides its services. The importance of strategy remains but it has become far more complex, and execution of it plays a critical role in its success. Companies no longer simply look for innovative employees, but have now placed higher value to those who are able to successfully execute on goal oriented tasks, lead from the bottom up, and demonstrate objective work ethics.

Work Place Achievement ExamplesCareer Benefit
Lead process improvement discussionsLeadership
Implement positive change initiativesStrategic execution of goals
Demonstrate accountability and ownership of workplace improvementsOrganized track record

As candidates progress through the curriculum, it is important to keep in mind the two primary components of learning: theoretical knowledge, and practical implementation. Candidates should not only understand the material being taught, but also reflect on past, current, and future opportunities to apply new content. The goal is a paradigm shift from being a reactive product of your work environment, to a proactive employee with a personal brand of consistently having a positive impact on your work environment.

Each pillar is taught separately, but once you have passed the exams, as a CSQA, you will combine the pillars to help you develop a track record that sets your resume and personal brand apart through telling a story of achievements and career growth.