Vox Populi<br />
2<br />Contents<br /><ul><li>What is Change?
Introduction to Vox Populi
Voice of the Customer
Voice of the Employee
Vox Populi Approach & Methodology
Case Study
About Upohan</li></li></ul><li>3<br />What is Change?<br />The movement of people from a current state to a desire state, ...
4<br />Who are the catalysts of change in a <br />business environment?<br />Individuals are most adept to change and wish...
5<br />How the time is changing, and what does it mean to the organizations<br />It is not the strongest nor the most inte...
They had limited choices on where & whom to associate with </li></ul>Today<br /><ul><li>They are very demanding, less tole...
They have lots of choices on where and whom to associate with </li></ul>Is there an approach with the help of which organi...
6<br />Contents<br /><ul><li>What is Change?
Introduction to Vox Populi
Voice of the Customer
Voice of the Employee
Vox Populi Approach & Methodology
Case Study
About Upohan</li></li></ul><li>7<br />What is Vox Populi?<br /> Vox Populi is a Latin term which means Voice of the People...
8<br />There are Internal & External voices in an organization<br />Customers<br />A majority of customers (almost 85%) ne...
9<br />Vox Populi provides actionable insights about the organization<br />Understanding evolving needs of People<br />Aid...
These insights help the organization to streamline its effort towards success<br />Vox Populi enables an organization to g...
11<br />Customers and human resources are integral parts of an organization’s  business strategy<br />Business<br />Human ...
12<br />By taking cues from insights the strategy is formulated<br />Customer Support Programs<br />Customers<br />Custome...
13<br />Contents<br /><ul><li>What is Change?
Introduction to Vox Populi
Voice of the Customer
Voice of the Employee
Vox Populi Approach & Methodology
Case Study
About Upohan</li></li></ul><li>14<br />Answers to these questions are instrumental in understanding the customers<br /><ul...
   What do our customers really want?
   How can we maintain & increase our   </li></ul>     competitive edge?<br /><ul><li>   Who influences the market ?
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Vox Populi: Voice of the People (Stakeholders)

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Vox Populi

  1. 1. Vox Populi<br />
  2. 2. 2<br />Contents<br /><ul><li>What is Change?
  3. 3. Introduction to Vox Populi
  4. 4. Voice of the Customer
  5. 5. Voice of the Employee
  6. 6. Vox Populi Approach & Methodology
  7. 7. Case Study
  8. 8. About Upohan</li></li></ul><li>3<br />What is Change?<br />The movement of people from a current state to a desire state, a different, improved and desired new state, through a set of planned and integrated interventions<br />Letters<br />Telephone<br />Mobiles<br /> Types of Change<br />Developmental or Organic<br />Transitional Change<br />Transformational or Radical change<br />
  9. 9. 4<br />Who are the catalysts of change in a <br />business environment?<br />Individuals are most adept to change and wish to see the same in their environment also<br />Individual<br />influence<br />influence<br />Media<br />Family & Friends<br />Employee<br />Customers<br />Organization<br />influence<br />influence<br />Strategy<br />Technology<br />Organizations are resistant to change, but the Employees and Customers expect the change in the business environment as they evolve<br />
  10. 10. 5<br />How the time is changing, and what does it mean to the organizations<br />It is not the strongest nor the most intelligent of the species that survive, but the one most responsive to change. (Charles Darwin)<br />Yesterday<br /><ul><li>Stake holders were less critical & vocal if not satisfied
  11. 11. They had limited choices on where & whom to associate with </li></ul>Today<br /><ul><li>They are very demanding, less tolerant & very critical if expectations are not met
  12. 12. They have lots of choices on where and whom to associate with </li></ul>Is there an approach with the help of which organization can keep a tab on business environment?<br />
  13. 13. 6<br />Contents<br /><ul><li>What is Change?
  14. 14. Introduction to Vox Populi
  15. 15. Voice of the Customer
  16. 16. Voice of the Employee
  17. 17. Vox Populi Approach & Methodology
  18. 18. Case Study
  19. 19. About Upohan</li></li></ul><li>7<br />What is Vox Populi?<br /> Vox Populi is a Latin term which means Voice of the People<br />Due to the dynamic nature of business environment, it has become increasingly necessary for the organizations to listen to their stakeholders <br />
  20. 20. 8<br />There are Internal & External voices in an organization<br />Customers<br />A majority of customers (almost 85%) never complain, they move out of business<br />Channel Partners<br />Voice of the Customer<br />Prospects<br />External<br />Vox Populi<br />Generally companies believe that 35% of their employees are satisfied, whereas the true figure is near 15%<br />Internal<br />Employees<br />Business Partners<br />Voice of the Employee<br />Stakeholders<br />
  21. 21. 9<br />Vox Populi provides actionable insights about the organization<br />Understanding evolving needs of People<br />Aiding process improvement<br />Enhancing people engagement<br />Need of <br />Vox Populi<br />Gauging satisfaction levels<br />Understanding market dynamics<br />
  22. 22. These insights help the organization to streamline its effort towards success<br />Vox Populi enables an organization to gather strategic business intelligence<br />It gives customers and employees a platform to sound their complaints and feedback directly to the management.<br />It is a process by which feedback is incorporated as an input to the functional process.<br />Fulfillment of Strategy<br />Satisfied Employees<br />Better Services<br />Satisfied Customers<br />Organizational Success<br />10<br />
  23. 23. 11<br />Customers and human resources are integral parts of an organization’s business strategy<br />Business<br />Human Resources<br />Customers<br />BusinessStrategy<br />Operations<br />Finances<br />Varying patters in psychology make the Customers and Human Resources vulnerable<br />
  24. 24. 12<br />By taking cues from insights the strategy is formulated<br />Customer Support Programs<br />Customers<br />Customer Insights<br />Strategy<br />Management<br />Employees<br />Feedback<br />Employee<br />Engagement Programs<br />Employees<br />
  25. 25. 13<br />Contents<br /><ul><li>What is Change?
  26. 26. Introduction to Vox Populi
  27. 27. Voice of the Customer
  28. 28. Voice of the Employee
  29. 29. Vox Populi Approach & Methodology
  30. 30. Case Study
  31. 31. About Upohan</li></li></ul><li>14<br />Answers to these questions are instrumental in understanding the customers<br /><ul><li> How can we improve customer satisfaction?
  32. 32. What do our customers really want?
  33. 33. How can we maintain & increase our </li></ul> competitive edge?<br /><ul><li> Who influences the market ?
  34. 34. What can we do better than anyone else in </li></ul> market, how to communicate this to <br /> customers?<br /><ul><li> What percentage of customers do we loose </li></ul> annually? <br /><ul><li> Do we have a customer retention plan in </li></ul> place ?<br />The customer feedback is free, but when we look at its value, it’s Priceless.<br />
  35. 35. How the customers voice their feedback? <br />It takes years to build a great customer relationship but only moments to tear one apart. <br />15<br />
  36. 36. Iscustomersatisfaction real?<br />Effective Customer contact<br /> Management<br />Maximum customer<br />satisfaction<br />+<br />=<br />Doing the Right Job <br />Respond to individual customers<br />Identify sources of dissatisfaction<br />Conduct root cause analysis<br />16<br />Feedback for<br />prevention <br />& correction<br />In many companies, there are several customer touch points, and customers can feel like they are dealing with different companies.<br />
  37. 37. 17<br />Contents<br /><ul><li>What is Change?
  38. 38. Introduction to Vox Populi
  39. 39. Voice of the Customer
  40. 40. Voice of the Employee
  41. 41. Vox Populi Approach & Methodology
  42. 42. Case Study
  43. 43. About Upohan</li></li></ul><li>18<br />Answers to these questions help organizations to get closer to their employees<br />How can we enhance employee satisfaction ?<br />Are our employees happy with the organization’s environment ?<br />What is the attrition rate of our organization ?<br />Are the employees satisfied with training and development program ?<br />Do employees have confidence in company’s leadership ?<br />Are the employees satisfied with compensation and rewards ?<br />
  44. 44. 19<br />Listening to employees is critical for <br />organizational growth<br />
  45. 45. 20<br />How employee satisfaction works?<br />Organizations view<br />Individuals view<br />Work requirement<br />Persons aptitude<br />Appropriate person for job<br />Job performance, Goals met <br />Compensation & Benefits<br />Training & Development<br />Organizational recognition<br />Job related recognition<br />Motivation<br />Job security<br />Organizational Culture<br />Career development<br />Employee Satisfaction<br />
  46. 46. 21<br />Contents<br /><ul><li>What is Change?
  47. 47. Introduction to Vox Populi
  48. 48. Voice of the Customer
  49. 49. Voice of the Employee
  50. 50. Vox Populi Approach & Methodology
  51. 51. Case Study
  52. 52. About Upohan</li></li></ul><li>Vox Populi follows the PDCA approach<br />Plan the Vox Populi Survey<br />ACT<br />PLAN<br />Improvement in company’s offerings to increase satisfaction level<br />DO<br />CHECK<br />22<br />Collection of the data from target respondents<br />Analyze the data on set parameters<br />
  53. 53. Designing Survey<br />Implementation<br />Analysis Plan<br />23<br />The Vox Populi methodology<br />Target Audience<br />Sample Size<br />Finalizing Questionnaire<br />Online Surveys<br />Physical Forms<br />Personal Interviews<br />Qualitative insights<br />Quantitative scores<br />Perception based, Reality based insights<br />Critical issues<br />Customer pain points<br />Employee grievances<br />Corrective and preventive actions<br />Focus on Findings<br />
  54. 54. 24<br />Contents<br /><ul><li>What is Change?
  55. 55. Introduction to Vox Populi
  56. 56. Voice of the Customer
  57. 57. Voice of the Employee
  58. 58. Vox Populi Approach & Methodology
  59. 59. Case Study
  60. 60. About Upohan</li></li></ul><li>25<br />Case Study Voice of the Customer<br />Measuring Health of the Client Relationship for a leading Advertising Services provider in India<br />Encompassed in Questionnaire<br />The Dimensions<br />Eagerness to Recommend<br />Business Impact<br />Brand Growth<br />Strategic Contribution<br />Health<br />Team Capabilities<br />Seamlessness<br />Pro-activity<br />Reliability<br />Quality<br />The Parameters<br />Delivery<br />
  61. 61. 26<br />Case Study Voice of the Employee<br />Measuring Employee Satisfaction level for a leading player in the Insurance services<br />Employees Satisfaction Parameters<br />Internal Communication<br />Rewards & Recognition<br />Understanding of KPIs<br />Role Clarity<br />Belief in Core Values<br />Learning & Development<br />Confidence in Leadership<br />Compensation & Benefits<br />Organizational Culture<br />Policies and Processes<br />
  62. 62. 27<br />Contents<br /><ul><li>What is Change?
  63. 63. Introduction to Vox Populi
  64. 64. Voice of the Customer
  65. 65. Voice of the Employee
  66. 66. Vox Populi Approach & Methodology
  67. 67. Case Study
  68. 68. About Upohan</li></li></ul><li>28<br />About us and what do we do?<br />Credo<br />Engage with clients on a long term basis to partner with and facilitate their journey towards achievement of organizational goals, ensuring greater effectiveness while doing so<br />UPOHAN in Sanskrit means ‘Applied Wisdom’<br />We are Catalysts for Changein client organizations<br />Illative insights. Impactive implementation<br />
  69. 69. 29<br />Our key service lines<br />iKnoW service<br />Information, Knowledge & <br />Wisdom<br /><ul><li>Research and Analytics
  70. 70. Data mining
  71. 71. Vox Populi
  72. 72. Voice of Customer
  73. 73. Voice of Employees
  74. 74. Voice of User (IT)
  75. 75. HR Helpdesk</li></ul>Knowledge Assist<br />
  76. 76. 30<br />Our key service lines<br /><ul><li>Articulation / Re-validation of Vision / Mission Statements
  77. 77. Articulation / re-validation of Strategic Objectives
  78. 78. Development and Implementation of the Balanced Scorecard framework
  79. 79. Development of the Business Plan</li></ul>Strategy Assist<br />
  80. 80. 31<br />Our key service lines<br /><ul><li>Development of Organization Structure
  81. 81. Development of Role Profiles / Job Descriptions
  82. 82. Development of HR Policy Manual
  83. 83. Development of KRAs and KPIs
  84. 84. Development and implementation of a Performance Management System (PMS)</li></ul>Organizational Assist<br />
  85. 85. 32<br />Our key service lines<br /><ul><li>Development and documentation of all business policies
  86. 86. Development of Standard Operating Process (SOP) Manual
  87. 87. Development of all MIS / Reporting formats</li></ul>Operational Assist<br />
  88. 88. Thank you for your time and attention!<br />Upohan Management Consultants<br />Pune, India<br />Tel No. +91 20 2545 3294<br />Mail-contact@upohan.com<br />Visit us at www.upohan.com<br />

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