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CEM

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CEM

  1. 1. Processes Driving Quality Customer Experience Management Processes Driving Quality
  2. 2. Processes Driving Quality WHAT IS CEM? Take Feedback Improving Process Build Customer Culture Training Reporting & Showcasing Fire-Fighting
  3. 3. Processes Driving Quality
  4. 4. Processes Driving Quality
  5. 5. Processes Driving Quality TOOLS FOR CEM
  6. 6. Processes Driving Quality CUSTOMER GAUGE
  7. 7. Processes Driving Quality SUPPORT TOOL
  8. 8. Processes Driving Quality DISCOVER INDIA
  9. 9. Processes Driving Quality ACTIVITY
  10. 10. Processes Driving Quality CUSTOMER GAUGE
  11. 11. Processes Driving Quality RATE YOUR SELF LISTEN TO YOUR CUSTO MER UNDER STAND YOUR PRODU CT FIRE FIGHT
  12. 12. Processes Driving Quality
  13. 13. Processes Driving Quality SUPPORT TOOL
  14. 14. Processes Driving Quality FIRE FIGHT FIND ANSWE RS DISCUS SION FORUM
  15. 15. Processes Driving Quality HOW TO FIRE- FIGHT? 1. Open Ticket 2. Follow- Up3. Ticket in Progress 4. Find Solution 4. Close Ticket
  16. 16. Processes Driving Quality
  17. 17. Processes Driving Quality DISCOVER INDIA
  18. 18. Processes Driving Quality SHOWC ASE & PROMO TE PROVIDE INFORMA TION PREPARE INTERNS STRIKE INTERNAT IONAL RELATIO NS
  19. 19. Processes Driving Quality
  20. 20. Processes Driving Quality Process Improvement Time to take C TEACHING YOU HOW TO FISH
  21. 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. 22. Processes Driving Quality Process Improvement Framework 2 Structures Policies Communication Procedure Initiatives
  23. 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. 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. 25. Processes Driving Quality MEASURE OF SUCCESS OF QUALITY CORRECT USE OF TOOLS NATIONA L CONTROL BOARD
  26. 26. Processes Driving Quality PROCESSE S DRIVING QUALITY & QUANTITY
  27. 27. Processes Driving Quality THANK YOU

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