ABOUT HYM - SERVICES

Founded in 1993, High-Yield Methods (HYM) is a boutique consultancy based in St. Paul, Minnesota, USA. We are among the leaders of the “Outside-In” movement, which helps companies become customer-centric through advanced planning and process design methods. We primarily serve U.S. clients, but we also work internationally.

What we do (and what it’s called)
While our business surroundings have continued to change, we have remained steadfast in our mission to help clients practice customer-centric business that improves the customer experience and builds customer loyalty. Over time, the business world has applied a succession of labels to the work we do: relationship marketing; CRM (customer relationship management); ERM (employee relationship management); CEM (customer experience management); and most recently outside-in process. None completely captured our core work―helping companies:

1. Identify and develop customer-centric business strategies;
2. Redesigning business process to carry out these strategies; and
3. Identify requisite technology for enabling and automating process.

Throughout our history, clients have engaged us for these three services individually, in pairs, or all together―but always with the intent of strengthening customer (or employee) relationships. We have developed unique capabilities in each service area, including: Visual Workflow, the first formal process design approach developed specifically for front and back office work environments, and for service operations; Hyper-Planning, a highly compressed management planning method that determines how best to meet and exceed customer expectations, and even surprise customers with new innovations; and our “no name” method of meticulously identifying systems architecture and application software support requirements for new, customer-centric process. But still, no one (including us) had a name for what we did.

That changed recently with first the process community and now elements of the marketing community calling the work we do, Outside-In. O-I fits us to a tee. It’s customer-centric; cross-functional; and agile. We finally have an identity.

Our commitment to clients
By design, HYM continues to work with a limited number of clients at any one time. Principal Dick Lee manages all projects. One client described us, saying: “They (HYM) don’t tell you what you want to hear. They tell you what you need to know.” We’re straight-talkers with a smile. And we take seriously our fiduciary responsibility to recommend only what’s right for our clients.

Client training
Planning, process and technology alignment are all dynamic, and after we complete an engagement our client needs to maintain and update our work. We consider knowledge transfer of our methods an obligation, one that we gladly meet because we love training.

BP Group affiliation
HYM is affiliated with the London-based, not-for-profit BP Group, among the largest global providers of process certification (CPP) training. Principal Dick Lee has become a member of BPG’s board of directors. The education aspects aside, our BPG affiliation provides access to skilled, Outside-In consultants worldwide, many of whom we interact with on a regular basis.

Work partners
We are very picky about the partners we choose to work with. Not only do they need excellent skill sets in their field, but we have to feel confident that they’re totally committed to fair treatment of clients. To facilitate our own work, we maintain working relationships with these firms:

• Avtex (telecommunications)
• FBS Development Services (team-building, employee relations)
• Optimum Human Resource Systems (a consortium of specialists covering all aspects of HR)
• Mangen Research Associates (customer research)
• StrateX (manufacturing process)

We will be happy to connect you directly to these resources.