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Cii Delhi Naveen
 

Cii Delhi Naveen

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    Cii Delhi Naveen Cii Delhi Naveen Presentation Transcript

    • Friday, March 9, 12
    • Engaging Customers and Employees: The LeSS Way Adding the Human Touch PRESENTED TO: PRESENTED BY: Naveen Narayanan JMD | SSA Business Solutions 6th Mar 2012, New DelhiFriday, March 9, 12
    • Some BPE Trends WorldwideFriday, March 9, 12
    • THREE GENERATIONS OF BPE Web Generation 1 Generation 2 Generation 3 (80s) (90s) (2000s) ‣ Improve quality ‣ Reduce cost ‣ Customerization ‣ Eliminate defects ‣ Eliminate waste ‣ Enhance customer loyalty ‣ Improve sales SOURCE: BPE Global Trends and Success Factors, Reginald W. Goeke, Genna WeissFriday, March 9, 12
    • INDICATORS OF SUCCESS 30% 30% 25% 20% 19% 20% 14% 15% 11% 10% 6% 5% 0% Reduce costs Increase Change Increase Decrease Increase customer culture customer defects/ revenue/ satisfaction value Cycle times market share SOURCE: BPE Global Trends and Success Factors, Reginald W. Goeke, Genna WeissFriday, March 9, 12
    • IMPACT OF LINKAGE WITH KRAs Great extent 94% of these reported Greatest extent successful BPE deployments 46% of these reported 96% of these reported successful BPE deployments successful BPE deployments 10% 2% 24% Not at all 37% 27% To some extent Very little 80% of these 46% of these reported successful reported successful BPE deployments BPE deployments Not at all Very little To some extent To great extent To the greatest extent SOURCE: BPE Global Trends and Success Factors, Reginald W. Goeke, Genna WeissFriday, March 9, 12
    • What Really is Customer Engagement?!Friday, March 9, 12
    • CUSTOMER ENGAGEMENT IS... ‣ Listening to the customer ‣ Responding to changing customer needs ‣ Augmenting internal resources to manage rapidly changing needs ‣ Change even when there isn’t a compelling reason to ‣ In essence: creating an Outside-In organizationFriday, March 9, 12
    • AN EXAMPLE: AIRLINE INDUSTRYFriday, March 9, 12
    • AN EXAMPLE: AIRLINE INDUSTRY Customer Process Book Ticket Check-in On-board Baggage ClaimFriday, March 9, 12
    • AN EXAMPLE: AIRLINE INDUSTRY Customer Process Book Ticket Check-in On-board Baggage Claim Airline Process Ground Services IT Baggage Assistance Customer Support HRFriday, March 9, 12
    • Can it Be Done Differently?Friday, March 9, 12
    • OF COURSE! Resort baggage check-in Reliable No-nonsense departure service 15 Min Friendly Turnaround staff lean, productive Very low ground/gate crews ticket pricesFriday, March 9, 12
    • THE SOUTHWEST MODELFriday, March 9, 12
    • CLOSER TO HOMEFriday, March 9, 12
    • Measuring LoyaltyFriday, March 9, 12
    • ONE NUMBER TO GROW: NPS ‣ Loyalty metric and a discipline to seeking customer feedback ‣ A straightforward metric to hold companies and employees accountable for how they treat customers ‣ Tool for driving customer loyalty and profitable growth ‣ NPS = % of promoters - % of detractors SOURCE: http://www.netpromoter.comFriday, March 9, 12
    • NET PROMOTER’S SCOREFriday, March 9, 12
    • NET PROMOTER’S SCOREFriday, March 9, 12
    • OTHER EXAMPLES...Friday, March 9, 12
    • OTHER EXAMPLES...Friday, March 9, 12
    • OUTSIDE IN: HOW A WORLD CLASS LOGISTICS PROVIDER DID IT?Friday, March 9, 12
    • DEPLOYMENT PHILOSOPHY Concept 1 Superior Customer Insight Delivering the 2 Customer Focussed Process best Customer Optimisation By Utilizing Experience Common Methodologies Execution 3 Broad -Based Organizational Engagement Frontline Employees Top/Line ManagementFriday, March 9, 12
    • Driving Employee Engagement - A Case StudyFriday, March 9, 12
    • THE CHARTER Project Title •  Reduction in attrition rate at Customer Service Problem Definition •  In the FY(Jan 07 –Dec 07) the attrition rate was 22% •  High turnover leads to understaffed CS resulting in increased work pressure and Stress •  Additional manpower time and cost spent on recruitment amounts to approx Rs33 lacs Goal Statement •  To bring down the attrition rate of CS employees leaving us in less than 1.5 years to 10% by December 08Friday, March 9, 12
    • PROBLEMS DEFINEDFriday, March 9, 12
    • SOLUTIONS IDENTIFIEDFriday, March 9, 12
    • SOLUTIONS IDENTIFIEDFriday, March 9, 12
    • A bout SSAFriday, March 9, 12
    • HISTORY 1999 2001 2006 2011 Six Sigma Alchemy®(P) Ltd. Business Excellence Enablers SSA IS BORN MANAGEMENT SYSTEMS PROCESS EXCELLENCE STRATEGIC ALIGNMENT - BORN WITH A - ISO 9001, QS 9000, ISO - ENTERPRISE-WIDE - INTEGRATED STRATEGY MISSIONARY ZEAL 14000, ISO 27001 PROCESS MODELING & PERFORMANCE - PROCESS REPOSITORY MANAGEMENT SYSTEM - VISION: ‘MAKE MADE IN - HRMS INDIA SYNONYMOUS TO CREATION - BPMS QUALITY’ - KPI DASHBOARDS - SIX SIGMA - LEAN DEPLOYMENT - GLOBAL ALLIANCES - GLOBAL DEPLOYMENTSFriday, March 9, 12
    • SELECT CLIENTELEFriday, March 9, 12
    • GLOBAL REACHFriday, March 9, 12
    • PUBLICATIONS Enigma of Lean: SSA’s thought leadership on Lean RMAOR® methodology LSS Champion’s Pocket Gide: Handy ready reckoner for Lean Six Sigma practitioners Statistical Software Guide: Minitab® guide for Green Belts, Black Belts and Master Black Belts Elixir: Quarterly newsletter on topics related to Quality and Business ExcellenceFriday, March 9, 12
    • ACCREDITATIONS RATED SE-2A BY CRISIL | HIGH PERFORMANCE CAPABILITY HIGH FINANCIAL STRENGTH ISO 9001 CERTIFIED ANSI IACET 1-2007 ISO 27001 ISMS CERTIFIED AUTHORIZED PROVIDERFriday, March 9, 12
    • BASKET OF OFFERING Lean Six Sigma IT & ITES Support Lean Management Performance Management BPMS Solutions Design for Six Sigma (DFSS) TPM Project Management ISO/ISMS/EMS/OHSAS Daily Work Management Process SimulationFriday, March 9, 12
    • Thank You!Friday, March 9, 12