1. Processes Driving Quality
Customer
Experience
Management
Processes Driving Quality

2. Processes Driving Quality
WHAT IS
CEM?
Take Feedback
Improving
Process
Build
Customer
Culture
Training Reporting &
Showcasing
Fire-Fighting

3. Processes Driving Quality

4. Processes Driving Quality

5. Processes Driving Quality
TOOLS
FOR CEM

6. Processes Driving Quality
CUSTOMER
GAUGE

7. Processes Driving Quality
SUPPORT
TOOL

8. Processes Driving Quality
DISCOVER
INDIA

9. Processes Driving Quality
ACTIVITY

10. Processes Driving Quality
CUSTOMER
GAUGE

11. Processes Driving Quality
RATE
YOUR
SELF
LISTEN
TO
YOUR
CUSTO
MER
UNDER
STAND
YOUR
PRODU
CT
FIRE
FIGHT

12. Processes Driving Quality

13. Processes Driving Quality
SUPPORT
TOOL

14. Processes Driving Quality
FIRE
FIGHT
FIND
ANSWE
RS
DISCUS
SION
FORUM

15. Processes Driving Quality
HOW TO
FIRE-
FIGHT?
1. Open
Ticket
2.
Follow-
Up3. Ticket in
Progress
4. Find
Solution
4. Close
Ticket

16. Processes Driving Quality

17. Processes Driving Quality
DISCOVER
INDIA

18. Processes Driving Quality
SHOWC
ASE &
PROMO
TE
PROVIDE
INFORMA
TION
PREPARE
INTERNS
STRIKE
INTERNAT
IONAL
RELATIO
NS

19. Processes Driving Quality

20. Processes Driving Quality
Process
Improvement
Time to take C
TEACHING
YOU
HOW TO
FISH

21. Processes Driving Quality
Analyze
Data
Draw
conclus
ions
Create
goals
and
plans!1. Customer Gauge
• See comments
• See self-select
issues
• Water Fall
Report
2. Talk to EPs / Team
members and team
leaders
3. Talk to Partners and
TN takers
4. Use Support Tool
1. What issues do I need to
improve?
2. How to solve / address
customer concerns?
3. What value proposition will
I strengthen?
1. Set an action plan according
to the process improvement
framework.
2. Set goals (% promoters)
3. Set checkpoints to track
progress
4. Review your progress
regularly
1

22. Processes Driving Quality
Process
Improvement
Framework
2
Structures Policies
Communication
Procedure Initiatives

23. Processes Driving Quality
New JDs / Project
focus
CEM training to
members
Cultural
involvement for
interns
TMP/TLP on
exchange inducting
& managing EPs
Accommodation
Partnership
What actions
can be taken?3

24. Processes Driving Quality
Take Feedback
Improving
Process
Build
Customer
Culture
Train Members
& Interns
Reporting &
Showcasing
Fire-Fighting
UM...CAN
YOU REPEAT
THE CEM
PART?

25. Processes Driving Quality
MEASURE
OF
SUCCESS
OF
QUALITY
CORRECT
USE OF
TOOLS
NATIONA
L
CONTROL
BOARD

26. Processes Driving Quality
PROCESSE
S DRIVING
QUALITY &
QUANTITY

27. Processes Driving Quality
THANK
YOU