1.
Why this project?
Project Concept
Criteria and set of questions
Interpretation of Survey Results
Data Collection – Survey Design
Data Collection – Actual Data Collection
Scope of Work
Data Analysis and Interpretation
Sampling Method
Conclusion
Recommendations
Agenda
2.
It was observed that most of the managers share
their views about what their team members feel
about compensation
Project is confined only to the technical support team
at XXXX Pune
Why this project?
3.
Culture determines how fully people take ownership for
the success of your business.
Awareness of role
If the person working with customer has a clear understanding of
the organizational goals, and what he is supposed to achieve, it is
more than likely that he will put his effort not only to get the issue
resolved but also extend his effort to get it aligned to the
organizational goals.
Developing People
continual learning is critical to business's continued success.
people, who join the technical support organization from other
technical jobs which does not require too much interaction with
clients, feel uncomfortable.
Project Concept.
4.
Empowerment
For a person working in frontline with customer, it makes him
very confident if he realizes that he has some authorities to
commit something to customer rather than saying -"I am sorry,
I cannot do anything about it."
Openness to change
People might not be comfortable with the existing practices or
probably have better ideas. So, the question is do we test the
existing practices to find out its relevance and effectiveness.
Project Concept…
5.
External focus
We are trying to find out how customer focused the other
functions and departments are.
Rewards and Celebration
By creating a culture of recognition, employees become more
engaged. Engaged employees are happy, loyal, and
productive.
Teamwork
It is practical that no one person will have the required expertise
on all the technologies. The skills are complementary in a team
and a team must work collectively to serve customer
Project Concept…
6.
Employee Involvement
Since the technical support guys are the one who are working
with customer, they are best people to know what would work
and what would not.
Project Concept…
7.
Simple questions were presented to the technical
support employees in the form of a Survey.
The presence of each characteristic could have been
rated on a scale of 1 to 5.
A rating of 5 = Strongest Yes.
A rating of 1 = Strongest No.
The survey was sent by zoomerang
Criteria and Set of
Questions:
8.
Awareness of role
I have a clear understanding about the goals and target
of support organization.
I am given clear and consistent direction regarding my
work priorities.
It is obvious to me how customers will benefit from the
level of Service provided.
Data Collection - Survey
Design:
9.
Developing People
I receive adequate training to serve customers better.
We have defined processes in place to coach and
mentor new joinee and low performers.
I think new joinees require support culture orientation
program.
I am able to manage some time for learning to enhance
my skills.
I think that promotion will be done from within before
looking for employees externally.
Data Collection - Survey
Design:
10.
Empowerment
There are many situations where I have to say/mean
the following to customer- "Those are the
rules I have to follow; there's nothing I can do about it."
Openness to change
Our team engages continuously to find out what’s
working and what’s not.
Our current standard practice rigid and needs review.
Data Collection - Survey
Design:
11.
External focus
We have organization-wide common sense of urgency
when working across boundaries of geography.
We have organization-wide common sense urgency
when working across teams? (For ex. Development
team).
Rewards and Celebration
The current reward system promotes putting more
effort towards customer service.
My success recognized and celebrated.
Data Collection - Survey
Design:
12.
Teamwork
My team participates / helps each other so that we
reach our goals collectively.
In our team the knowledge is shared freely.
Employee Involvement
My ideas and opinions matter.
I feel driven to make a difference in my workplace.
Any thoughts on how we can change to build a better
customer support organization?
Data Collection - Survey
Design:
13.
The responses for each question were classified into
categories-
Number of respondents saying less than 4
Number of respondents saying 4 and 5
A total was taken under each 8 categories and the percentage
was calculated for the above two response categories. Higher
percentage of people rating of 1, 2 and 3 in any of the
category signifies that we are not doing well on the respective
trait and vice versa.
I have taken a cut off of 70% to find out the traits which might
require attention and corrective measures.
Interpretation of Survey
Results:
14.
Ideal expected sample quantity was 50. However, we
received responses only from 21 employees in most of
the group and 19 employees from some of the group.
The survey was open (10/19/2011 to 26/10/2011).
Data Collection - Actual
Data Collection:
15.
Awareness of role
Data Analysis and
Interpretation:
Rated less than
equal to 4
45%
Rated more than 4
55%
16.
Developing People
Data Analysis and
Interpretation:
Rated less than equal
to 4
53%
Rated more than 4
47%
23.
People would like to improve on the following two
traits-
Openness to change.
Rewards and Celebration.
Data Analysis and
Interpretation:
24.
Build a forum where people are allowed to express
about any change that they would like to bring in the
process.
One of the managers can keep track of such
suggestions and probably meet once in a span of
time to discuss these with the whole team
Recommendation:
25.
Employees need more
rewards/recognition/celebration to be aligned with
the effort being put in by the employees.
People expect more money to be linked with the
performance.
(mentioned in open ended question).
Recommendation:
