Vox Populi: Voice of the People (Stakeholders)

1. Vox Populi

3. Introduction to Vox Populi

4. Voice of the Customer

5. Voice of the Employee

6. Vox Populi Approach & Methodology

7. Case Study

9. 4 Who are the catalysts of change in a business environment? Individuals are most adept to change and wish to see the same in their environment also Individual influence influence Media Family & Friends Employee Customers Organization influence influence Strategy Technology Organizations are resistant to change, but the Employees and Customers expect the change in the business environment as they evolve

12. They have lots of choices on where and whom to associate with Is there an approach with the help of which organization can keep a tab on business environment?

14. Introduction to Vox Populi

15. Voice of the Customer

16. Voice of the Employee

17. Vox Populi Approach & Methodology

18. Case Study

20. 8 There are Internal & External voices in an organization Customers A majority of customers (almost 85%) never complain, they move out of business Channel Partners Voice of the Customer Prospects External Vox Populi Generally companies believe that 35% of their employees are satisfied, whereas the true figure is near 15% Internal Employees Business Partners Voice of the Employee Stakeholders

21. 9 Vox Populi provides actionable insights about the organization Understanding evolving needs of People Aiding process improvement Enhancing people engagement Need of Vox Populi Gauging satisfaction levels Understanding market dynamics

22. These insights help the organization to streamline its effort towards success Vox Populi enables an organization to gather strategic business intelligence It gives customers and employees a platform to sound their complaints and feedback directly to the management. It is a process by which feedback is incorporated as an input to the functional process. Fulfillment of Strategy Satisfied Employees Better Services Satisfied Customers Organizational Success 10

23. 11 Customers and human resources are integral parts of an organization’s business strategy Business Human Resources Customers BusinessStrategy Operations Finances Varying patters in psychology make the Customers and Human Resources vulnerable

24. 12 By taking cues from insights the strategy is formulated Customer Support Programs Customers Customer Insights Strategy Management Employees Feedback Employee Engagement Programs Employees

26. Introduction to Vox Populi

27. Voice of the Customer

28. Voice of the Employee

29. Vox Populi Approach & Methodology

30. Case Study

32. What do our customers really want?

35. How the customers voice their feedback? It takes years to build a great customer relationship but only moments to tear one apart. 15

36. Iscustomersatisfaction real? Effective Customer contact Management Maximum customer satisfaction + = Doing the Right Job Respond to individual customers Identify sources of dissatisfaction Conduct root cause analysis 16 Feedback for prevention & correction In many companies, there are several customer touch points, and customers can feel like they are dealing with different companies.

38. Introduction to Vox Populi

39. Voice of the Customer

40. Voice of the Employee

41. Vox Populi Approach & Methodology

42. Case Study

44. 19 Listening to employees is critical for organizational growth

45. 20 How employee satisfaction works? Organizations view Individuals view Work requirement Persons aptitude Appropriate person for job Job performance, Goals met Compensation & Benefits Training & Development Organizational recognition Job related recognition Motivation Job security Organizational Culture Career development Employee Satisfaction

47. Introduction to Vox Populi

48. Voice of the Customer

49. Voice of the Employee

50. Vox Populi Approach & Methodology

51. Case Study

53. Designing Survey Implementation Analysis Plan 23 The Vox Populi methodology Target Audience Sample Size Finalizing Questionnaire Online Surveys Physical Forms Personal Interviews Qualitative insights Quantitative scores Perception based, Reality based insights Critical issues Customer pain points Employee grievances Corrective and preventive actions Focus on Findings

55. Introduction to Vox Populi

56. Voice of the Customer

57. Voice of the Employee

58. Vox Populi Approach & Methodology

59. Case Study

61. 26 Case Study Voice of the Employee Measuring Employee Satisfaction level for a leading player in the Insurance services Employees Satisfaction Parameters Internal Communication Rewards & Recognition Understanding of KPIs Role Clarity Belief in Core Values Learning & Development Confidence in Leadership Compensation & Benefits Organizational Culture Policies and Processes

63. Introduction to Vox Populi

64. Voice of the Customer

65. Voice of the Employee

66. Vox Populi Approach & Methodology

67. Case Study

70. Data mining

71. Vox Populi

72. Voice of Customer

73. Voice of Employees

74. Voice of User (IT)

75. HR HelpdeskKnowledge Assist

77. Articulation / re-validation of Strategic Objectives

78. Development and Implementation of the Balanced Scorecard framework

79. Development of the Business PlanStrategy Assist

81. Development of Role Profiles / Job Descriptions

82. Development of HR Policy Manual

83. Development of KRAs and KPIs

84. Development and implementation of a Performance Management System (PMS)Organizational Assist

86. Development of Standard Operating Process (SOP) Manual

87. Development of all MIS / Reporting formatsOperational Assist

88. Thank you for your time and attention! Upohan Management Consultants Pune, India Tel No. +91 20 2545 3294 Mail-contact@upohan.com Visit us at www.upohan.com