Welcome to Management Development Systems
Welcome to Management Development Systems

Management Development Systems, Inc. works closely with its clients to improve both internal and external customer service. Using proven research and training methods in a structured process, MDS helps its clients to define customer service successes and identify and respond to customer service concerns. The MDS customer service improvement process involves the following important and useful steps:

    • Step 1: Establish a customer satisfaction baseline through survey research
      - individual interviews and/or focus groups and a written survey

    • Step 2: Develop a list of customer service needs and concerns
      - analysis of all research data and information - follow-up dialogue with staff and clients

    • Step 3: Respond to customer service needs and concerns in a substantive, tangible, timely way
      - design and implementation of appropriate improvement initiatives - development and delivery of needs-specific customer service training

    • Step 4: Assess impact
      - conduct follow-up surveys at appropriate time intervals

MDS has designed and conducted a broad range of customer service improvement projects for its clients, using all or some of the steps involved in the MDS customer service improvement process. Clients and projects have included the following (click the client name below to view details):

Merck & Co., Inc. Novartis Pharmaceuticals Corp.
Hoffmann-La Roche Inc. Lucent Technologies Inc.
Wyeth AstraZeneca Pharmaceuticals, LP
Pfizer Inc. (Central Research Division,
Groton, Connecticut)
Englewood Hospital and Medical Center
Taconic Pitney-Bowes, Inc.


© 2016 Management Development Systems, Inc.