9. 4 Who are the catalysts of change in a business environment? Individuals are most adept to change and wish to see the same in their environment also Individual influence influence Media Family & Friends Employee Customers Organization influence influence Strategy Technology Organizations are resistant to change, but the Employees and Customers expect the change in the business environment as they evolve
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12. They have lots of choices on where and whom to associate with Is there an approach with the help of which organization can keep a tab on business environment?
20. 8 There are Internal & External voices in an organization Customers A majority of customers (almost 85%) never complain, they move out of business Channel Partners Voice of the Customer Prospects External Vox Populi Generally companies believe that 35% of their employees are satisfied, whereas the true figure is near 15% Internal Employees Business Partners Voice of the Employee Stakeholders
21. 9 Vox Populi provides actionable insights about the organization Understanding evolving needs of People Aiding process improvement Enhancing people engagement Need of Vox Populi Gauging satisfaction levels Understanding market dynamics
22. These insights help the organization to streamline its effort towards success Vox Populi enables an organization to gather strategic business intelligence It gives customers and employees a platform to sound their complaints and feedback directly to the management. It is a process by which feedback is incorporated as an input to the functional process. Fulfillment of Strategy Satisfied Employees Better Services Satisfied Customers Organizational Success 10
23. 11 Customers and human resources are integral parts of an organization’s business strategy Business Human Resources Customers BusinessStrategy Operations Finances Varying patters in psychology make the Customers and Human Resources vulnerable
24. 12 By taking cues from insights the strategy is formulated Customer Support Programs Customers Customer Insights Strategy Management Employees Feedback Employee Engagement Programs Employees
35. How the customers voice their feedback? It takes years to build a great customer relationship but only moments to tear one apart. 15
36. Iscustomersatisfaction real? Effective Customer contact Management Maximum customer satisfaction + = Doing the Right Job Respond to individual customers Identify sources of dissatisfaction Conduct root cause analysis 16 Feedback for prevention & correction In many companies, there are several customer touch points, and customers can feel like they are dealing with different companies.
44. 19 Listening to employees is critical for organizational growth
45. 20 How employee satisfaction works? Organizations view Individuals view Work requirement Persons aptitude Appropriate person for job Job performance, Goals met Compensation & Benefits Training & Development Organizational recognition Job related recognition Motivation Job security Organizational Culture Career development Employee Satisfaction
61. 26 Case Study Voice of the Employee Measuring Employee Satisfaction level for a leading player in the Insurance services Employees Satisfaction Parameters Internal Communication Rewards & Recognition Understanding of KPIs Role Clarity Belief in Core Values Learning & Development Confidence in Leadership Compensation & Benefits Organizational Culture Policies and Processes
88. Thank you for your time and attention! Upohan Management Consultants Pune, India Tel No. +91 20 2545 3294 Mail-contact@upohan.com Visit us at www.upohan.com
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