All ROM teams are led by a Certified Management Consultant, the ISO-accredited global standard for consulting experience, client satisfaction, technical competence, consulting skills, and rigorous ethics.

ROM Assessment & Diagnostics Case Studies

National Customer Survey

Client Need: A national sports association was losing members and lacked a coherent strategy to improve services and value to members.

ROM Contribution: Designed, administered and evaluated a survey of 2,400 respondents from US states and territories. Survey identified levels of performance for current services; relative importance of these services to the customer/member experience; the roles of local, state and national elements of the association; branding of the national and state elements; and opportunities to recommend concerns and ideas for future member services. Survey used as foundation for a national strategy to revitalize the association and implement significantly expanded programs (ROM also advise client on design and implementation of strategy).

Enterprise Wde Performance Assessment

Client Need: In response to mandates to reduce administrative expenses and improve performance, a large federal biomedical research agency needed to establish performance baselines and benchmarks against comparable administrative organizations for its 27 administrative divisions. Many managers were new and the agency had already just been restructured and potential future changes were politically highly visible to agency Directors.

ROM Contribution: Adminstered a web-based survey to several hundred managers and staff to assess the strategic, operational and cultural aspects of performance and criticality of 19 business functions. Identified common themes and recommended managerial and administrative changes to align functions, identify improvements common to multiple units and advise managers on where restructuring was most feasible.

Middle School Survey (pro bono)

Client Need: Parents, teachers and students disagreed on the volume and nature of homework assigned to middle school students, in what was becoming a contentious issue in an overachievSurving community. No data existed to support opinions or serve as a foundation for policy changes.

ROM Contribution: Designed, administered and evaluated a detailed survey of 1,100 students, parents and teachers about homework parctices and effectiveness. Survey asked about perceptions, attitudes, experiences and detailed work logs for students. Armed with facts from the survey,  briefings to the PTA and discussions with teachers and students significantly moderated the rancor and led to cogent policy changes to the satisfaction of all stakeholders. Study was cited by School Superintendent for its innovative design and usefulness to the community.

Employee Engagement Survey

Client Need: A new CEO needed to better understand the capabilities, perspectives, motivation and concerns of staff during before starting a major revitalization effort. The departure of the prior executive had decreased morale and confused the staff as to the direction of the company. Finally, there was no baseline of performance against which to measure planned improvements.

ROM Contribution: ROM worked with the CEO to design, administer, evaluate and brief staff on a survey of the company's strategy, operations and culture. Results showed significant differences in perceptions and attitudes about what was working and what was important to the company's success between managers and staff. These results formed the basis of the revitalization design, a benchmark for comparison with other nonprofits, and a baseline for a repeat survey the following year to show in what areas the company revitalization strategy had been most effective.