Processes Driving Quality and Quantity

Customer Experience Management

Processes Driving Quality and Quantity

Processes Driving Quality and Quantity

WHAT IS CEM?

Take Feedback

Improving Process

Build Customer

Culture

Training Reporting & Showcasing

Fire-Fighting

Processes Driving Quality and Quantity

Processes Driving Quality and Quantity

Processes Driving Quality and Quantity

TOOLS FOR CEM

Processes Driving Quality and Quantity

CUSTOMER

GAUGE

Processes Driving Quality and Quantity

SUPPORT TOOL

Processes Driving Quality and Quantity

DISCOVER INDIA

Processes Driving Quality and Quantity

ACTIVITY

Processes Driving Quality and Quantity

CUSTOMER

GAUGE

Processes Driving Quality and Quantity

RATE YOURSEL

F

LISTEN TO YOUR CUSTOMER

UNDERSTAND

YOUR PRODUCT

FIRE FIGH

T

Processes Driving Quality and Quantity

Processes Driving Quality and Quantity

SUPPORT TOOL

Processes Driving Quality and Quantity

FIRE FIGH

T

FIND ANS

WERS

DISCUSSION

FORUM

Processes Driving Quality and Quantity

HOW TO

FIRE-FIGHT?

1. Open Ticket

2. Follow- Up

3. Ticket in Progress

4. Find Solution

4. Close Ticket

Processes Driving Quality and Quantity

Processes Driving Quality and Quantity

DISCOVER INDIA

Processes Driving Quality and Quantity

SHOWCASE

& PROMOTE

PROVIDE

INFORMATIO

N

PREPARE

INTERNS

STRIKE INTERNATIONA

L RELATI

ONS

Processes Driving Quality and Quantity

Processes Driving Quality and Quantity

Process Improvement

Time to take ChargeTEACHI

NG YOU HOW TO

FISH

Processes Driving Quality and Quantity

Analyze Data

Draw conclusi

ons

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

Processes Driving Quality and Quantity

Process Improvement Framework

2

Structures Policies

Communication

Procedure Initiatives

Processes Driving Quality and Quantity

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

Processes Driving Quality and Quantity

Take Feedback

Improving Process

Build Customer

Culture

Train Members &

Interns

Reporting & Showcasing

Fire-Fighting

UM...CAN YOU

REPEAT THE CEM

PART?

Processes Driving Quality and QuantityMEASURE OF

SUCCESS OF

QUALITY

CORRECT USE

OF TOOLS

NATIONAL

CONTROL

BOARD

Processes Driving Quality and Quantity

PROCESSES

DRIVING QUALITY

& QUANTIT

Y

Processes Driving Quality and Quantity

THANK YOU