Bob's Approach to Job Analysis and Compensation IssuesSadam Hussain ✅
Case Study Presented by Sadam Hussain Indhar at Iqra University
1. Do you think Bob’s approach to job analysis will be effective in creating useful job descriptions?
2. What can be done to improve this job analysis process?
Bob's Approach to Job Analysis and Compensation IssuesSadam Hussain ✅
Case Study Presented by Sadam Hussain Indhar at Iqra University
1. Do you think Bob’s approach to job analysis will be effective in creating useful job descriptions?
2. What can be done to improve this job analysis process?
* Online course: https://www.voiceofthebusinessacademy.com/course/part-1-3-implementing-winloss-intelligence-program
Implementing a Win/Loss Intelligence Program enables organizations to access the minds of their buyers. Existing customers and lost prospect intelligence can be leveraged by numerous stakeholders in an organization to allow more focused and concise strategic and tactical decision-making. Other internal stakeholders such as Product Managers and the Sales function can also significantly benefit from this intelligence within their own activities, including new product development, and impact customer retention rates and lost prospect re-engagement tactical initiatives.
Most Win/Loss Intelligence vendors that exist today could also greatly benefit by taking this course with its proven methodology, deliverables, and track record of success with large and small businesses. In a marketplace where buyers are limited, organizations struggle to gain a greater mind share within, and a wallet share from their existing accounts and lost prospects.
This webinar will teach an organization how to implement a baseline intelligence foundation in which the information and intelligence is strategic, unbiased, measurable, actionable, and repeatable. The webinar then proceeds to build the intelligence program on top of that foundation covering all aspects needed for a successful program. If you have an existing intelligence program, and those five pillars don’t all exist in that program, this webinar is a must.
Presentation by Paul van Veen, Customer ServiceBenchmarking Australia (CSBA) at the Serve You Right Conference, Melbourne, September 15-16, 2011. Provides an overview of What to look for in customer service measures; The overall service improvement model; Customer satisfaction measures; Understand current performance; Key points for successful customer satisfaction measurement
An introduction to customer service metrics. The presentation covers what to track and why, what customer service metrics are relevant to the bottom line and other groups in various organizations, benchmark information, statistical best practices, as well as examples from Zappos, Bonobos, and Buffer.
A recent survey of more than 200 retail executives highlighted significant opportunities for retailers to increase ROI through smarter workforce management (WFM).
Almost three quarters (74%) of survey respondents said they do not have highly efficient WFM operations processes in place. Retailers need to focus on scheduling, payroll, labor standards and more in order to improve their ability to deliver better customer service.
Why Your Customer HealthScore is Useless and How to Overcome ItBoaz S. Maor
Customer Health Score (CHS) is a common and helpful metric for Customer Success Managers (CSM). But, it is insufficient to address opportunities and challenges with your customers. Why? Because it focuses on the vendor-customer relationship and fails to assess the maturity of the customer in running their business.
This is why Ralf Wiggten and I recently coined the term Customer Maturity Index (CMI) and developed a methodology for its calculation. Combining CMI with CHS provides the clarity needed for effective playbooks to maximize both the customer’s success and yours from the relationship.
This presentation explores the short-comings of common Customer Health Scores, provides the case for Customer Maturity Index, details a suggested methodology for CMI development within a company and provides practical tools for such development.
* Online course: https://www.voiceofthebusinessacademy.com/course/part-1-3-implementing-winloss-intelligence-program
Implementing a Win/Loss Intelligence Program enables organizations to access the minds of their buyers. Existing customers and lost prospect intelligence can be leveraged by numerous stakeholders in an organization to allow more focused and concise strategic and tactical decision-making. Other internal stakeholders such as Product Managers and the Sales function can also significantly benefit from this intelligence within their own activities, including new product development, and impact customer retention rates and lost prospect re-engagement tactical initiatives.
Most Win/Loss Intelligence vendors that exist today could also greatly benefit by taking this course with its proven methodology, deliverables, and track record of success with large and small businesses. In a marketplace where buyers are limited, organizations struggle to gain a greater mind share within, and a wallet share from their existing accounts and lost prospects.
This webinar will teach an organization how to implement a baseline intelligence foundation in which the information and intelligence is strategic, unbiased, measurable, actionable, and repeatable. The webinar then proceeds to build the intelligence program on top of that foundation covering all aspects needed for a successful program. If you have an existing intelligence program, and those five pillars don’t all exist in that program, this webinar is a must.
Presentation by Paul van Veen, Customer ServiceBenchmarking Australia (CSBA) at the Serve You Right Conference, Melbourne, September 15-16, 2011. Provides an overview of What to look for in customer service measures; The overall service improvement model; Customer satisfaction measures; Understand current performance; Key points for successful customer satisfaction measurement
An introduction to customer service metrics. The presentation covers what to track and why, what customer service metrics are relevant to the bottom line and other groups in various organizations, benchmark information, statistical best practices, as well as examples from Zappos, Bonobos, and Buffer.
A recent survey of more than 200 retail executives highlighted significant opportunities for retailers to increase ROI through smarter workforce management (WFM).
Almost three quarters (74%) of survey respondents said they do not have highly efficient WFM operations processes in place. Retailers need to focus on scheduling, payroll, labor standards and more in order to improve their ability to deliver better customer service.
Why Your Customer HealthScore is Useless and How to Overcome ItBoaz S. Maor
Customer Health Score (CHS) is a common and helpful metric for Customer Success Managers (CSM). But, it is insufficient to address opportunities and challenges with your customers. Why? Because it focuses on the vendor-customer relationship and fails to assess the maturity of the customer in running their business.
This is why Ralf Wiggten and I recently coined the term Customer Maturity Index (CMI) and developed a methodology for its calculation. Combining CMI with CHS provides the clarity needed for effective playbooks to maximize both the customer’s success and yours from the relationship.
This presentation explores the short-comings of common Customer Health Scores, provides the case for Customer Maturity Index, details a suggested methodology for CMI development within a company and provides practical tools for such development.
Digital customer service for the digital age 24th march indigo blue peer 1 ...Dominic Monkhouse
Power to Your People – The Death and Rebirth of CRM
Presentation title: Digital Customer Service for the Digital Age
Dominic Monkhouse describes how audiences are operating online and how to deliver outstanding service through online channels
As a self-service evangelist, Dominic will be speaking about the ways in which digital customer service can improve the satisfaction of members rather than reduce it. Using experiences from his own business background as well as those of some of the world’s most customer focused organisations, Dominic will bring into sharp focus what members really want, and how we should be helping them to help themselves.
Additional talking points / details:
· Applications of social media channels, such as Twitter and Facebook, to deliver a service message
· Engaging with consumer audiences to understand satisfaction through techniques such as Net Promoter Score
· Benefits of adopting channels for two-way, open and transparent communications; building communities and engagement through social media
Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
Surjit's Resume - Manager Customer Experience & Process ExcellenceSurjit Saggu
Lead Customer Experience department to focus on all customer touch points which would help business to improve. This is done by audits and process re-engineering or cutinuous improvement in the process
Test bank for Cost Management A Strategic Emphasis 9th edition by Blocher.pdfssuserf63bd7
Test bank for Cost Management A Strategic Emphasis 9th edition by Blocher
full download please contact u84757@protonmail.com or https://qidiantiku.com/test-bank-for-cost-management-a-strategic-emphasis-9th-edition-by-blocher.shtml
The customer satisfaction survey is a feedback survey that will ask the customer how satisfied they are with your products or services. It usually consists of one question that covers everything that a company wants to know about customer satisfaction.
The importance of employee engagement and building executive and senior management buy into effective employee engagement programs. Focus on using Employee Engagement survey to drive positive workplace change.
Business ImplementationJessica ValverdeManagement Practices TawnaDelatorrejs
Business Implementation
Jessica Valverde
Management Practices for the 21st Century
Management in Action
Customer Relationship management
Customer relationship management is a practice that focuses on creating good relations with clients
The focus of the practice is the development of a high degree of efficiency
It improves the degree of responsiveness within clients by handling their issues
It improves the regular communication within the two
Customer relationship management is a practice that focuses on creating good relations with clients. The focus of the practice is the development of a high degree of efficiency. It improves the degree of responsiveness within clients by handling their issues. It improves the regular communication within the two
2
Challenges of implementing TQM
Lack of support from the top management.
Limited resources in terms of service delivery.
Lack of enough funds.
The TQM takes time to be successful
Lack of support from the top management. Limited resources in terms of service delivery. Lack of enough funds. The TQM takes time to be successful
3
Efficiency
Efficiency refers to the organizational effectiveness
The application of positive communication practices
Increasing the number of employees
Creating realistic goals that can be easily achieved
Efficiency refers to the organizational effectiveness. The application of positive communication practices. Increasing the number of employees. Creating realistic goals that can be easily achieved
4
Importance of Value Chain Management
Value chain management increases business efficiency.
It plays an important part in the creation of predications.
It creates a competitive advantage to a company.
It increases the general productivity
Value chain management increases business efficiency. It plays an important part in the creation of predications. It creates a competitive advantage to a company. It increases the general productivity
5
Inovation
Innovation refers to the process of creating new ideas.
The use of brainstorming is a perfect approach.
Focusing on diversity is the other practice.
The application of market research is also productive in this case.
Innovation refers to the process of creating new ideas. The use of brainstorming is a perfect approach. Focusing on diversity is the other practice. The application of market research is also productive in this case.
6
Responsiveness to Customers
It is measured by evaluating the outcomes in terms of sales.
Employee turnover also evaluates the issue.
The level of organizational diversity also explains the matter in a broader perspective.
Increasing efficiency is the point of focus that can be applied in the evaluation process
It is measured by evaluating the outcomes in terms of sales. Employee turnover also evaluates the issue. The level of organizational diversity also explains the matter in a broader perspective. Increasing efficiency is the point of focus that ...
MadKudu TechStars Accelerate Sales with DataFrancis Brero
MadKudu FounderCon 2016 presentation:
Too many startups are losing growth opportunities by not optimizing inside sales. At MadKudu, we know this first hand because we've analyzed the sales data of over 50 startups. Francis will show you how to use data to identify the most common pitfalls and how to fix them. Backed by real data & real results, you'll learn how to grow your revenue - and increase your company's valuation with higher per-customer economics.
Similar to Suggested Solution to Mukesh’s Dilemma - Analytics Case Challenge (20)
Rao talks about the unique advantage India has and how
innovative ideas can be implemented by the Indian youth. To sneak peak in to our world visit http://greatlakes.edu.in
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Ms. Anu Aga : inspiring words from her speech at Great Lakes Institute of Management.
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Mr. Kris Gopalakrishnan : inspiring words from his speech at Great Lakes Institute of Management.
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Ms.Kiran Mazumdar-Shaw : inspiring words from his speech at Great Lakes Institute of Management.
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting (Late) Dr C K Prahalad : inspiring words from his speech at Great Lakes Institute of Management.
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Ms. Vinita Bali : inspiring words from her speech at Great Lakes Institute of Management.
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Mr. A Vellayan : inspiring words from his speech at Great Lakes Institute of Management.
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Mr. Lakshmi Narayanan: inspiring words from his speech at Great Lakes Institute of Management. Visit us at http://greatlakes.edu
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Mrs. Indra Nooyi: inspiring words from his speech at Great Lakes Institute of Management.
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Mr. R Gopalakrishnan : inspiring words from his speech at Great Lakes Institute of Management.
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Mr. Rahul Bajaj inspiring words from his speech at Great Lakes Institute of Management.
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Dr. Philip Kotler's inspiring words from his speech at Great Lakes Institute of Management.
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Dr. Dipak Jain inspiring words from his speech at Great Lakes Institute of Management.
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Mr. Sam Pitroda inspiring words from his speech at Great Lakes Institute of Management.
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Mr. Azim Premji inspiring words from his speech at Great Lakes Institute of Management.
Lessons from Legends - Inspiring and Invaluable quotes taken from the excerpts of speeches made by various guests in Great Lakes Institute of Management. In this series, presenting Mr. Ratan Tata inspiring words from his speech at Great Lakes Institute of Management.
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Inspiring words from Ratan Tata - Lessons from legends
Suggested Solution to Mukesh’s Dilemma - Analytics Case Challenge
1. Suggested Solution to
Mukesh’s Dilemma
Dr. P.K.Viswanathan
Professor Analytics & Operations
Great Lakes Institute of Management
Chennai
2. www.greatlakes.edu.in
Scale used to assign number to each
attribute
• Scale of 1 to 9, 1 being low and 9 being highest is used
for each attribute. The attributes considered are:
– Business Value
– Customer Displeased
– Complaint Handling
– Communication
Experience is not considered here for decision making
because all the persons involved in this case have 4 to 6
years of experience.
3. www.greatlakes.edu.in
Basic Number Crunching Based on Facts
Given
• Business Value Impact is measured by the following:
Average No of Calls*Percentage Conversion*12
months*Average Value Per Call
The highest value among the four is given a score of 9
and the rest are worked out on a pro-rata basis.
4. www.greatlakes.edu.in
Basic Number Crunching Based on Facts
Given
• Customer Displeased Impact is calculated by the
following:
Number of Customers Displeased per Year divided by
Converted Calls into Business Per Year.
The least number is given a score of 9 and the rest are
based on pro-rata basis.
5. www.greatlakes.edu.in
Basic Number Crunching Based on Facts
Given
• Complaint Handling Impact is measured based on
whether it is Extraordinary, Moderate, or Average.
Extraordinary is given a score of 9
Moderate is given a score of 6
Average is given a score of 5
6. www.greatlakes.edu.in
Basic Number Crunching Based on Facts Given
• Communication Impact is measured based on whether it is Pleasant,
Lacking Warmth, Irritating, or Commanding and Directing
Pleasant is given a score of 8
Lacking Warmth is given a score of 5
Irritating is given a score of 3
Commanding and Directing is given a score of 7
Please note that nobody gets a score of 9 here. Being Pleasant need not
amount to being Effective.
7. www.greatlakes.edu.in
Multi-Criteria Approach
Criteria Dasgupta Chopra Murali Chatterjee
Business. Val in
Rs
240000 324000 175000 405000
Customer
Displeased
0.0167 0.0278 0.0200 0.0185
Complaint
Handling
Extraordinary Moderate Moderate Average
Communication Pleasant Lacking
warmth
Irritating Commanding
and Directing
8. www.greatlakes.edu.in
Multi-Criteria Approach
(Scale of 1 to 9)
Criteria Dasgupta Chopra Murali Chatterjee
Business.Val in
Rs
5.33 7.20 3.89 9.00
Customer
Displeased
9.00 5.41 7.52 8.12
Complaint
Handling
9.00 6.00 6.00 5.00
Communication 8.00 5.00 3.00 7.00
9. www.greatlakes.edu.in
Blake and Mouton Sales Grid
Concern for Business Score is based on Business Value and Concern for Customer Score is
based on the average of Customer Displeased, Complaint Handling and Communication
Das
Chat
Chop
Mura
Concern for Business
10. www.greatlakes.edu.in
Who should Mukesh Promote?
• If we give equal weight to the two dimensions namely
concern for Business and Concern for Customer, Chatterjee
gets the promotion
• The point should we give equal weight or more is always
debatable.
• We should consider the long term and short term
consequences.
11. www.greatlakes.edu.in
Who should Mukesh Promote? Final Choice
• Chatterjee is Aggressive by Nature which is good for
Targets Achievement.
• From the Sales Grid, it is easy to see that Chatterjee’s
lead over Dasgupta in Concern for Business Value is
higher than Dasgupta’s lead over Chatterjee in
Concern for Customer. Hence, Chatterjee should be
promoted.
12. www.greatlakes.edu.in
Moral of the Story for Analytics from this Case
• Simple Descriptive Measures and
Visualization through Sales Grid are the
Drivers of the Decision
• In the parlance of Business Analytics, it is
known as Description and Visualization