EMERGING THEMES THAT DOMINATE OUR WORLD TODAY Generation X ValuesConsumer Demands

Innovation

FlexibilityKnowledge based businessA CREATIVE RESPONSE IS REQUIRED

CHANGE IS THE ONLY CONSTANT IN TODAY S WORLDORGANISATIONS IN FLUX

ROUTES TO COMPETITIVE ADVANTAGE!OPERATIONALEXCELLENCESTAKEHOLDER VALUE ENHANCEMENTNEW PRODUCT DEVELOPMENTORGANIZATIONAL CAPABILITY

A NEW METHOD OF PERFORMANCE DEVELOPMENTINTERNAL CUSTOMER SATISFACTION

Internal Customer Satisfaction

New Paradigm for Motivation and performanceA different mode of performance measurement and enhancement.KRA decided by immediate customers having the properties of relevance, measureableness ,timeliness Value chain efficiency enhanced by real time feedback at every point of discontinuity.Flexibility enhanced as the value reconfigures to the demand of customers as the customer requirements travel to the value generating point of the value chain.

Internal Customer SatisfactionChanges in Motivational levelFeedback on performance is immediate .Improvement in performance is visible leading to achievement motivational dynamics.Customers cooperate in improving design of process as they are major stakeholders in performance improvement of their supplier processes.Performance management changes from Hiearchial top down to collaborative networked

Performance Measures Should Help Us Decide:Are We Doing Things Right?(How?) Input: Resources, including budget and workforce Process: Activities, efforts, workflow Output: Products and services produced Outcome: Results, accomplishments, impacts

The Value SystemControl systemsPerceived VALUEGuidanceOutput Customer perceptionMeasurement Supplier ActionPerception

The Measurement ProcessObserveablesObjectivesThe measurement process requires.. A well-definedchain of reasoning that relates observeables to objectives

Internal Customer SatisfactionHierarchy of customer goalsCritical success factors of customers.Establishment of success measures.Hierarchy of customer needs.

Internal Customer SatisfactionFeedback and CommunicationInformal to Formal.Measurement.Openness in communicationFeedback is trigger for improvement initiation.Foundation for change initiativesDriver for organizational change

Internal Customer SatisfactionFormalization Tools to bridge the gapDevelop service level agreements (SLA) inter and intra department.Identify the latent needs for better understanding of the gap and means to bridge it. A questionnaire and a survey will be conducted to asses the same.Quantification of customer feedback and a formal mechanism is established to give and receive feedback.

Internal Customer SatisfactionMeasure to Improve"What you measure, you improve

The basic purpose of any measurement system is to provide feedback, relative to your goals, that increases your chances of achieving these goals efficiently and effectively

Your don't know what you don't know You can't do what you don't know You don't know until you measure You don't measure what you don't value You don't value what you don't measure

Layers of MeasurementHistorical Measures

Internal Customer Satisfaction

Praise A New Currency Motivation is engendered by the positive feedback that everyone in the organization gets on doing a good job.

Praise becomes a new currency in the internal market of a company where every employee seeks to delight his customer and there is positive cycle of effort feedback, improvement ,acknowledgement and finally praise.The impact of delighted internal customers is a positive organization charged with energy to meet external challenges.

Internal Customer SatisfactionCustomer complaints and their resolution Role of management.Display of performance indicators.Beyond quality Delighting Internal customers.Upgrading processes.Improving communications.Data Driven.

Internal Customer SatisfactionSurvey

Internal Customer Satisfaction Survey

Understanding contemporary level of satisfactionAssessing gap with respect to desired level of satisfaction; inter-departmentTools to bridge the gapImprove productivity and add value at every step of production/service providedDevelop service agreement level within departments; inter departmentDevelop an on going interactive iterative processIncrease interdepartmental fit

Internal Customer Satisfaction Survey

Understanding contemporary level of satisfaction Understanding the latent needs of every department which is critical success attribute, and being a continuous process we need to take responsibility to study the satisfaction at intra & inter department levels.

Internal Customer Satisfaction SurveyAssessing gap with respect to desired level of satisfaction; inter-department Having identified the critical attribute and the gap the endeavor is to bridge the inter and intra departmental expectations and performance.

Internal Customer Satisfaction SurveyImprove productivity and add value at every step of production/service providedToday globalization warrants not only economies of scale but global price competitiveness which can be achieved by virtue of productivity and value addition at every stage of value chain (tangible/intangible).

Internal Customer Satisfaction SurveyDevelop service agreement level within departments; inter department Value addition should be from customer point of view rather than from the providers. Thus a agreement level within departments and inter department is the need of hour (more communication within and outside). Unless value is VALUE from receivers point of view it may not help in bridging the gap.

Internal Customer Satisfaction SurveyDevelop an ongoing interactive iterative process Developing an ongoing interactive iterative model for organizational efficiency.

BENEFITSIncrease interdepartmental fitSince no department in the organization can work in isolation the interdepartmental cohesion is very necessary.The element of cohesion can only be achieved by role clarity through introspection and feedback.Leading to overall organizational productivity

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