Hey Frds, Can anyone tell me how will Customer Satisfaction as a KRA be assessed in a Company? I'm wrking for a Pharma Co. wch wants to introduce Customer Satisftn as 1 of the indivdl KRA's for the Non Sales ppl in the Co.Non Sales ppl wud include HR Dept, IT dept,Finance dept,Quality assurance dept, R& D dept , ppl at manufg unit,some of wch are housed in the Corp Office.These r all ppl who give service to the Co. employees.
Suggest some method of evaluatg specific postns in each of these depts.Whetr thr shud be a panel of members to evaluate each of the ppl in the dept etc,etc.
thks waiting for sum1 's reply soon.
From China, Qinhuangdao
Suggest some method of evaluatg specific postns in each of these depts.Whetr thr shud be a panel of members to evaluate each of the ppl in the dept etc,etc.
thks waiting for sum1 's reply soon.
From China, Qinhuangdao
CS as a KRA for Resource and support groups is best evaluated by
individuals who see and have access to the result of that kind of interaction.
I recommend you first use Value Network Analysis as a tool to understand the Tangible and Intangible links between each function and your customers. Secondly do this for both internal and external customers if it is relevant to your organisation philosophy.
This network gives you a clear list of exchanges between the customer and the function.
Once done - you will find it easier to identify either the panel or the people who reside over these exchanges. They should be made responsible for this activity.
If you need help in Value Network Analysis let me know. I can help you out with an example which you can implement.
E-Mail me on
if you are interested.
Cheers
Sankalp
From India, Bangalore
1individuals who see and have access to the result of that kind of interaction.
I recommend you first use Value Network Analysis as a tool to understand the Tangible and Intangible links between each function and your customers. Secondly do this for both internal and external customers if it is relevant to your organisation philosophy.
This network gives you a clear list of exchanges between the customer and the function.
Once done - you will find it easier to identify either the panel or the people who reside over these exchanges. They should be made responsible for this activity.
If you need help in Value Network Analysis let me know. I can help you out with an example which you can implement.
E-Mail me on
Cheers
Sankalp
From India, Bangalore
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