cem
DESCRIPTION
TRANSCRIPT
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Processes Driving Quality and Quantity
Customer Experience Management
Processes Driving Quality and Quantity
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Processes Driving Quality and Quantity
WHAT IS CEM?
Take Feedback
Improving Process
Build Customer
Culture
Training Reporting & Showcasing
Fire-Fighting
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Processes Driving Quality and Quantity
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Processes Driving Quality and Quantity
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Processes Driving Quality and Quantity
TOOLS FOR CEM
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Processes Driving Quality and Quantity
CUSTOMER
GAUGE
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Processes Driving Quality and Quantity
SUPPORT TOOL
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Processes Driving Quality and Quantity
DISCOVER INDIA
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Processes Driving Quality and Quantity
ACTIVITY
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Processes Driving Quality and Quantity
CUSTOMER
GAUGE
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Processes Driving Quality and Quantity
RATE YOURSEL
F
LISTEN TO YOUR CUSTOMER
UNDERSTAND
YOUR PRODUCT
FIRE FIGH
T
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Processes Driving Quality and Quantity
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Processes Driving Quality and Quantity
SUPPORT TOOL
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Processes Driving Quality and Quantity
FIRE FIGH
T
FIND ANS
WERS
DISCUSSION
FORUM
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Processes Driving Quality and Quantity
HOW TO
FIRE-FIGHT?
1. Open Ticket
2. Follow- Up
3. Ticket in Progress
4. Find Solution
4. Close Ticket
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Processes Driving Quality and Quantity
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Processes Driving Quality and Quantity
DISCOVER INDIA
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Processes Driving Quality and Quantity
SHOWCASE
& PROMOTE
PROVIDE
INFORMATIO
N
PREPARE
INTERNS
STRIKE INTERNATIONA
L RELATI
ONS
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Processes Driving Quality and Quantity
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Processes Driving Quality and Quantity
Process Improvement
Time to take ChargeTEACHI
NG YOU HOW TO
FISH
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Processes Driving Quality and Quantity
Analyze Data
Draw conclusi
ons
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
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Processes Driving Quality and Quantity
Process Improvement Framework
2
Structures Policies
Communication
Procedure Initiatives
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Processes Driving Quality and Quantity
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
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Processes Driving Quality and Quantity
Take Feedback
Improving Process
Build Customer
Culture
Train Members &
Interns
Reporting & Showcasing
Fire-Fighting
UM...CAN YOU
REPEAT THE CEM
PART?
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Processes Driving Quality and QuantityMEASURE OF
SUCCESS OF
QUALITY
CORRECT USE
OF TOOLS
NATIONAL
CONTROL
BOARD
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Processes Driving Quality and Quantity
PROCESSES
DRIVING QUALITY
& QUANTIT
Y
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Processes Driving Quality and Quantity
THANK YOU