Case Study: FDA improves customer satisfaction and operational effectiveness with Eagle Hill Consulting

FDA boosts customer satisfaction 16% with Eagle Hill Consulting

The FDA's new Management Services division faced challenges in defining its strategic direction and organizational structure as it rapidly scaled to provide administrative support. They engaged Eagle Hill Consulting for its organizational design and project management services to clarify their goals and improve service delivery.

Eagle Hill Consulting conducted a comprehensive organizational assessment and recommended transitioning to a centralized, customer-focused model. This solution, which included standardizing over 30 processes and delivering skills training, led to a 12% increase in on-the-job knowledge and an immediate 16% uptick in customer satisfaction scores.

FDA