Using marketing principles for internal customer service improvement of support teams such as operational communications, human resources and information technology.
Getting your voice of the customer program up and running can be challenging. But, successful implementation will determine whether yours is a high performing program with actionable insights, or a data collection system that drowns in information overload.
Join Kyle Goff, former JetBlue VoC Analyst, and Innes Vanderniepen of Brussels Airlines, as they share their experiences implementing successful VoC programs that increased brand ROI and transformed customer interactions. You’ll learn how to create a high-level VoC implementation plan, and build a powerful program to increase your return on investment.
Many recruiting vendors think they can waltz in and woo HR and Recruiting Leaders with their next best thing technology. Not the case. Take a look at how I trained my team on understanding our clients, building the relationships, and then upselling.
Using marketing principles for internal customer service improvement of support teams such as operational communications, human resources and information technology.
Getting your voice of the customer program up and running can be challenging. But, successful implementation will determine whether yours is a high performing program with actionable insights, or a data collection system that drowns in information overload.
Join Kyle Goff, former JetBlue VoC Analyst, and Innes Vanderniepen of Brussels Airlines, as they share their experiences implementing successful VoC programs that increased brand ROI and transformed customer interactions. You’ll learn how to create a high-level VoC implementation plan, and build a powerful program to increase your return on investment.
Many recruiting vendors think they can waltz in and woo HR and Recruiting Leaders with their next best thing technology. Not the case. Take a look at how I trained my team on understanding our clients, building the relationships, and then upselling.
Planning and launching a Voice of Customer program might seem like a daunting task, but fear not, we have put together a best practice guide to help you launch an effective Voice of Customer program in 2016. Download the full guide at pages.kampyle.com/2016-voc-toolkit
Customer Experience is an evolution within many organizations. To improve your execution you need viable strategies which can enhance your operations from an interaction perspective. This will give you powerful insight and analytics to engage your customers differently and drive a seamless experience.
Unlock the Power of the Salesforce Service CloudPerficient, Inc.
Topics Include:
Service Cloud Console: Empower your agents with custom console components and increase visibility
Case Feed: Streamline multichannel customer support and improve agent efficiency
Mobile Customer Support: Provide anywhere, anytime customer service
Instant Insights CSR Performance Analytics: Get real-time CSR performance analytics to quickly find and respond to problem calls and improve your contact center operations
This presentation gives an overview of the maturity levels of self-service, how the business case drivers for self-service are changing in context of Web2.0, what are the key features and success factors.
5 Easy Ways to Make Your Org Instantly More User FriendlyTraction on Demand
Have an intuitive User Experience using visuals
Reduce duplicate data entry
Make record creation easy with Quick Actions
Show users what they want, when they need it.
Visualize key indicators using Embedded Reports
Setting up a service desk is a lot of work. But often, getting your employees to use it is even harder. In this presentation, Caroline and Sarah share tangible and creative ways to market your service desk that have been effectively deployed to achieve utilisation rates of more than 90%. By making the service desk a part of the onboarding process and using creative marketing, find out how to ensure employees are not only using, but loving your service desk.
Although this is customized for service desks, this can be applied to any software tool launch.
Neoteam's Marketing Process Outsourcing Servicesneoteamindia
Neoteam provides marketing outsourcing services to global corporations through offshore delivery centers in Mumbai. We combine strategy, creativity and technology to improve all of the tools that our clients use to attract prospects and retain clients.
We address the marketing challenges and help companies generate and manage demand by applying proven process methodologies with integrated IT and process outsourcing solutions. Our solutions have helped companies to reduce costs, enhance effectiveness and optimize marketing operations.
DMC: Use Microsoft SharePoint Technology You Already Own to Operate Efficient...DMC, Inc.
www.dmcinfo.com/sharepoint - This is the slide deck DMC presented at the Alliance for Illinois Manufacturing Executive Lunch Briefing on March 4, 2010.
At the Federal Home Loan Bank (FHLB) of Dallas, regulatory reporting used to take weeks. Now it’s done in minutes. In this deck learn how the bank’s accounting team is using Workday Accounting Center and Workday Prism Analytics to gain insight into data—dramatically improving confidence in the organization’s financial information.
View related videos:
The Future of Finance with Workday https://www.youtube.com/watch?v=r_yiv4C6kk8
#wdaychats: Insights for the Changing World of Finance https://www.youtube.com/watch?v=O7Dl-bRFG1Y
Understanding and winning your customers in the big data era ( retail industry)Kim Ming Teh
Section 1: Understand & winning your customer in big data era
1) The age of customer & Key trends in retail
2) Big data analytic and use case
Section 2: Interactive Case study
Offline vs Online Retail & Omni-Channel Future
Gaming Company Hits the Jackpot with New HR Portal!Enwisen Software
Mohegan Sun is the 2nd largest casino in the US. Success meant it was time for new HR portal technology to help them improve productivity. Learn how! More resources are available at: http://www.enwisen.com/exploreoursolutions/hrportalknowledgebase/
Enterprise Information Catalogue Another WayVictor Zhang
Here I present another perpective on how to organize,catalogue,share and access information or knowledge within enterprise.
It has some ideas on typical scenarios on how we utilize the information to fulfill daily job and also briefs the features of a software which I used to implement the ideas.
It's just a platform which for in-house use and I think it really make some difference to the way how I and my team to tidy-up and share the information.
Welcome any ideas, comments and discussions. You can reach me at victor.reload@gmail.com
Planning and launching a Voice of Customer program might seem like a daunting task, but fear not, we have put together a best practice guide to help you launch an effective Voice of Customer program in 2016. Download the full guide at pages.kampyle.com/2016-voc-toolkit
Customer Experience is an evolution within many organizations. To improve your execution you need viable strategies which can enhance your operations from an interaction perspective. This will give you powerful insight and analytics to engage your customers differently and drive a seamless experience.
Unlock the Power of the Salesforce Service CloudPerficient, Inc.
Topics Include:
Service Cloud Console: Empower your agents with custom console components and increase visibility
Case Feed: Streamline multichannel customer support and improve agent efficiency
Mobile Customer Support: Provide anywhere, anytime customer service
Instant Insights CSR Performance Analytics: Get real-time CSR performance analytics to quickly find and respond to problem calls and improve your contact center operations
This presentation gives an overview of the maturity levels of self-service, how the business case drivers for self-service are changing in context of Web2.0, what are the key features and success factors.
5 Easy Ways to Make Your Org Instantly More User FriendlyTraction on Demand
Have an intuitive User Experience using visuals
Reduce duplicate data entry
Make record creation easy with Quick Actions
Show users what they want, when they need it.
Visualize key indicators using Embedded Reports
Setting up a service desk is a lot of work. But often, getting your employees to use it is even harder. In this presentation, Caroline and Sarah share tangible and creative ways to market your service desk that have been effectively deployed to achieve utilisation rates of more than 90%. By making the service desk a part of the onboarding process and using creative marketing, find out how to ensure employees are not only using, but loving your service desk.
Although this is customized for service desks, this can be applied to any software tool launch.
Neoteam's Marketing Process Outsourcing Servicesneoteamindia
Neoteam provides marketing outsourcing services to global corporations through offshore delivery centers in Mumbai. We combine strategy, creativity and technology to improve all of the tools that our clients use to attract prospects and retain clients.
We address the marketing challenges and help companies generate and manage demand by applying proven process methodologies with integrated IT and process outsourcing solutions. Our solutions have helped companies to reduce costs, enhance effectiveness and optimize marketing operations.
DMC: Use Microsoft SharePoint Technology You Already Own to Operate Efficient...DMC, Inc.
www.dmcinfo.com/sharepoint - This is the slide deck DMC presented at the Alliance for Illinois Manufacturing Executive Lunch Briefing on March 4, 2010.
At the Federal Home Loan Bank (FHLB) of Dallas, regulatory reporting used to take weeks. Now it’s done in minutes. In this deck learn how the bank’s accounting team is using Workday Accounting Center and Workday Prism Analytics to gain insight into data—dramatically improving confidence in the organization’s financial information.
View related videos:
The Future of Finance with Workday https://www.youtube.com/watch?v=r_yiv4C6kk8
#wdaychats: Insights for the Changing World of Finance https://www.youtube.com/watch?v=O7Dl-bRFG1Y
Understanding and winning your customers in the big data era ( retail industry)Kim Ming Teh
Section 1: Understand & winning your customer in big data era
1) The age of customer & Key trends in retail
2) Big data analytic and use case
Section 2: Interactive Case study
Offline vs Online Retail & Omni-Channel Future
Gaming Company Hits the Jackpot with New HR Portal!Enwisen Software
Mohegan Sun is the 2nd largest casino in the US. Success meant it was time for new HR portal technology to help them improve productivity. Learn how! More resources are available at: http://www.enwisen.com/exploreoursolutions/hrportalknowledgebase/
Enterprise Information Catalogue Another WayVictor Zhang
Here I present another perpective on how to organize,catalogue,share and access information or knowledge within enterprise.
It has some ideas on typical scenarios on how we utilize the information to fulfill daily job and also briefs the features of a software which I used to implement the ideas.
It's just a platform which for in-house use and I think it really make some difference to the way how I and my team to tidy-up and share the information.
Welcome any ideas, comments and discussions. You can reach me at victor.reload@gmail.com
ECNO 2016-Using ECM to gain administrative efficiency for school boardsChristopher Wynder
Presentation from ECNO 2016. The presentation centers on embedding records management into process management. We take a IT project centric view of how to move from chaos to manage-able information access points. A key concept is how ECM and EIM technologies provide opportunities for school boards to reduce their costs and risk.
Presentation about a central knowledge and resource-sharing system at the Local Discovery Day on 13 June 2014 hosted by the Department for Communities and Local Government in partnership with GDS. These presentation notes are from both the @LocalGovDigital #Hack group and the @LocalGovCamp group working on better sharing knowledge and assets relating to public service transformation
The deliverable from a consulting engagement for a hospital. The hospital needed to define the requirements for a single EIM platform. This two-day clinic allowed them to identify key issues and requirements to reduce the time to move from idea to RFP. While ensuring the that process stayed focused on hospital goals rather than just technical ease and fastest implementation.
200 Words-Describe three types of systems used in organizations..docxeugeniadean34240
200 Words-
Describe three types of systems used in organizations. Note the factors that normally lead to adopting the system and requirements that will likely push its future growth of each type.
Discuss an IT system that has transformed the way organizations in at least one field carry out work. Note what requirements drove the system to be developed and what requirements are likely to drive it to change in the future.
Reply with 150 words-
(DO YOU AGREE WITH THE BELOW POST? WHY OR WHY NOT? IF SO WHY? IF NOT WHY NOT?)
Business had changed a great deal in the past fifty years. Businesses used to keep everything on paper and file it in cabinet. Trying to find the information that you needed was a long process that took a lot of man power. Paper files also came with a lot of error and you had to depend on the people writing the data to get accurate information. For large organizations this was a painful and unreliable process and it you couldn't get it right then your business would have a hard time succeeding. There are many systems that can help organize information and place it where it needs to be. One of the information systems that sticks out to me is the ERP system. This system may be costly and may take a lot of training to implement, but if it is done right it can show great results. Take a large manufacturing company for instance. You have a finance and accounting department, an HR department, sales department, and an operations department. Imagine keeping all of that information on paper and relying on hundreds of employees to fill out the paper work correctly. That sounds like a nightmare to me. ERP systems were designed to organize all of the information from each department and accurately make decisions based on that information. ERP systems can be difficult to use and train others on how they work. I believe that ERP systems will become more user friendly and easier to implement into any organization in the future.
Transformational IT technologies transform organizations, as they provide businesses with new opportunities for strategic advantage while challenging previously successful techs. It changes the basic ways that people and departments work and may even change the very nature of the business enterprise. The most important and significant transformational IT system that I can think of that changed the way organizations work was the World Wide Web, or the Web. This multimedia was invented by Sir Tim Berners-Lee, a British computer scientist, in 1989. The Web transformed how business was made worldwide, the interaction between a company and consumer was closer than ever. It allowed organizations to make information instantaneously available throughout the world, targeting more consumers, and all this at a lower cost, saving companies alot of money. Now with the new techs, such as social media and ad revenue, organizations are able to reach people even faster. That is the future, social media, videos, etc..Where compani.
Online job placement system project report.pdfKamal Acharya
Our project Expert.Com Job Placement System has been designed to help the millions of unemployed youth to get in touch with the major companies which would help them in getting the right kind of jobs and would also help the companies to get the appropriate candidates for appropriate jobs.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
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[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
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Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
1. TURNING CUSTOMER
VOICES INTO SERVICE
FEATURES
An Overview of Defining Internal Customer Needs and
Creating High Value Solutions
Michael Dattilio
2. Purpose: To learn the cross-functional needs for managing and sharing
critical business information
Why?
Similar information stored in various locations
• Desktops
• Email folders
• Intranet (WebEx site)
• Public “S” drive
• SharePoint sites
• Newsletter archives
• Paper files
Purpose – The Scope of What We Will Explore
When one document changes, it may not be reviewed or communicated
properly, creating inaccurate information. When it is communicated, we
waste time (collectively) updating the various locations.
Note – The purpose is not about technology, i.e. “functional needs that
SharePoint needs to provide”. It’s about unmet user needs, some of which may
be able to be met with different technology or process changes.
3. How?
We conducted 16 exploratory interviews to capture user
requirements that will drive the design of the solution, creating
buy-in from the stakeholders and improving the adoption rate.
Who?
• Business Consulting Group
• Business Systems Analysis
• Techpubs
• Lender/Marketer Services
• Compliance
• Business Development
• Document Management
• Quality Management
• Closing
• Volume Processing
• Manual Review
• Credit Resolution Group
• Borrower Services
• Telesales
We interviewed Analysts, Team Leaders, Supervisors, Managers, Directors
and Vice Presidents representing the following departments:
Conducting Interviews
Interview Matrix and Question Guide
Interview guide is not the same as a questionnaire. Use probing methods to find
unmet needs.
4. Initial Results: Of all selected comments, 28% focused on Updates, 25%
focused on Information Management, and 16% focused on Usability. We
extracted 43 functional requirement statements from comments.
Comment Interview # Key Items Requirement Statement(s)
Probably set up like library online. More simplified than
SOP’s. Able to search for most recent policy by topic or
group. We need the info and it would be interesting for
employees.
2
Simplicity of documents (user-friendly).
Ability to see info from other
departments or groups. Many ways to
locate info. Online availability. Employee
interest.
1) The system contains relevant information represented in a simple
manner. 2) The system allows users multiple ways to locate information.
Today, I have to bounce from person to person to get the
information I need.
3
Efficiency, single-source, completeness,
contains all work-related info
3) The system contains content from all departments. 4) The system
serves as a single-source for information.
Just like the CSRLink. Each access level would pertain to the
person’s job, so Priority Service wouldn’t see mail drop
information and I wouldn’t see Financial Aid Officer
contacts…For example, GMAC is not my client, so I would
not want to see it there. I'd like to be able to filter my own
view.
3
Customizable, tailored to needs of
functional area.
5) The system provides users with the ability to customize their view. 6)
The user interface is driven by the access level of the employee.
We need an FAQ like for Customer Lifecycle so everyone can
post questions, we can post answers and everyone can view
it. Everyone has the same questions. Any system designed
has to be designed with the end user in mind. It has to be
easy to use, easy to look at, and easy to find.
5
post & respond to questions, system
needs to be displayed prominently,
multiple people can update, multiple
access levels, interactive
7) The system allows for interaction between content owners and users. 8)
The system (or UI) is easily located by all employees.
We need to give people tests rather than just a check box to
say they’ve read it. Just something simple, a couple of
questions. Don’t want to run into people needing to take it
multiple times because they keep failing. Just want to be
sure people really read it.
5 tracking/reporting/testing capability
9) The system allows content owners the ability to measure
comprehension. 10) The system provides tracking capability to content
owners.
(what would appear on the page (1st page)) What’s new
from each functional area. Here’s everything that’s been
updated. Like My Yahoo – configure it (customizable). List of
the ten latest updated items. Sign-offs, information on who
owns what. Takes a lot of time to find this out. Takes time
because we can’t search one place. Integrate PRU stuff. Cap
Markets and Structural Guarantee: No one contacted them
for feedback on requirements.
10
single-source, easy & efficient
navigation, customizable, info. broken
out by functional area, enterprise wide
tool
11) The system clearly identifies content owners. 12) The system identifies
updated information. 13) The system provides efficient methods for sign-
offs/updates. 14) The system is used by all employees in FM.
We need to have all information in one place. I would like it
divided by client, to have variable access levels, and to have
all the information I need there (including 3.3’s, contacts, mail
drop information. I’d also like to be able to adjust it for myself,
such as to show my clients.
3
All information in one place, variable
access, self-adjustment/customizability
15) The system allows the user interface to be customized on both a
department and individual level.
Our best resources for information are usually group internal,
with the information found in people’s heads.
3
group internal information source,
people's heads
16) System allows for easy documentation. 17) System provides
mechanism for measuring the amount of information that is documented
versus the amount of information that is not documented.
Getting the information we need, in the format we need, and
in a timely manner does not always happen. We need all the
information, need easy access to it, and need it in enough
time to prepare or train or plan. One time we got information
at the last minute and a vendor bent over backwards to
accommodate us, and the actual volume fell far short of what
was projected
4
format requirements, timeliness, easy
access, information requirement
18) New or updated information is available in a timely manner. 19)
Information is formatted in a standard manner as designed by users.
So hard to figure out how to accept invites. Click your red
shoes together two times. So counter-intuitive. Overly
complicated. [on intranet]
8 intuitive/not complicated 20) Minimum effort required for user input.
Requirements: need to update based on impact. Charge-off
change from $200 to $400. Now Capstone needs to be
retested in a subsequent phase. Delays process because we
can’t get it on the first release.
10 retesting/inefficiency/delay
21) The information contained in the system is kept current/up-to-
date/accurate.
TIPS is a good resource to communicate a message in a
standard way, but the problem is it is not “referencable”, so it
is not a good resource. It takes me about ½ hour to find
things I remember being in it, and CS Reps can’t do that/don’t
have the time. Sometimes, there is difficulty finding things.
We need the ability to go in and search
11
referencing of information, speed of
location, ease of location, searchable
22) The system allows information to be located quickly. 23) Information
can be located and referenced easily using the system. 24) The system
allows users to search for information.
CS is missing one place to check policy. Right now they have
CSIR, old Training manuals, Supervisors/TL’s/other reps, but
no place to get a standard answer. Often when a question is
raised, instructs the questioner to ask 3-4 others (usually
another manager, Christine, Greg), and says that if they all
agree with his answer, it can be used.
11
one place, single or standard answer,
ease of location of information
25) The system provides standard, agreed upon answers to questions.
With the customer surveys, a big customer complaint was
inconsistent answers across the loan process and multiple
calls. Lack of a standard answer location is part of the
problem.
11
consistent answers/information, one
location
26) The system enables consistent answers for communicating with
borrowers throughout the loan process.
We need to find a way to share best practices and eliminate
worst practices
4
share best practices; eliminate worst
practices
27) The system allows for communication of what has worked and what
has not worked.
An archive of all the stuff we already have. We shouldn’t
throw anything process or policy related away, never know
when we might need to reference it. Data on budgets and
volume is good to have too.
5 archive; save; reference
28) The system has the ability to archive and easily retrieve documents
and historical information.
Result Analysis and Prioritization
Next Steps - Prioritization: Once
requirement statements have been
scrubbed, we deploy a validation
survey to a larger population of
Operations.
How Important Is It Not at All Somewhat Very Extremely
or Would It Be If: Important Important Important Important Important
Education supports
wellness activities
proactively 1 2 3 4 5 6 7 8 9
Pharmacists educate
patients based on
specific patient needs 1 2 3 4 5 6 7 8 9
Physicians access
accurate comparative
costs of drugs quickly 1 2 3 4 5 6 7 8 9
From this point, we can define technology project scope and create roadmaps.