Friday, March 9, 12

PRESENTED BY:PRESENTED TO:

Engaging Customers and Employees: The LeSS WayAdding the Human Touch

Naveen NarayananJMD | SSA Business Solutions

6th Mar 2012, New Delhi

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Some BPE Trends Worldwide

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THREE GENERATIONS OF BPE

SOURCE: BPE Global Trends and Success Factors, Reginald W. Goeke, Genna Weiss

Web

Generation 1 (80s)

‣ Improve quality‣Eliminate defects

Generation 2 (90s)

‣Reduce cost‣Eliminate waste

Generation 3 (2000s)

‣Customerization‣Enhance customer loyalty‣ Improve sales

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0%

5%

10%

15%

20%

25%

30%

Reduce costs Increase customer

satisfaction

Change culture

Increase customer

value

Decrease defects/

Cycle times

Increase revenue/

market share

30%

20% 19%

14%

11%

6%

INDICATORS OF SUCCESS

SOURCE: BPE Global Trends and Success Factors, Reginald W. Goeke, Genna Weiss

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24%

27% 37%

10% 2%

Not at all Very little To some extent

To great extent To the greatest extent

94% of these reported successful BPE deployments

96% of these reported successful BPE deployments

80% of these reported successful BPE deployments

46% of these reported successful BPE deployments

46% of these reported successful BPE deployments

To some extent Very little

Not at all

Great extent

Greatest extent

IMPACT OF LINKAGE WITH KRAs

SOURCE: BPE Global Trends and Success Factors, Reginald W. Goeke, Genna Weiss

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What Really is Customer Engagement?!

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CUSTOMER ENGAGEMENT IS...

‣ Listening to the customer

‣ Responding to changing customer needs

‣ Augmenting internal resources to manage rapidly changing needs

‣ Change even when there isn’t a compelling reason to

‣ In essence: creating an Outside-In organization

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AN EXAMPLE: AIRLINE INDUSTRY

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AN EXAMPLE: AIRLINE INDUSTRY

Book Ticket Check-in On-board Baggage Claim

Customer Process

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AN EXAMPLE: AIRLINE INDUSTRY

Book Ticket Check-in On-board Baggage Claim

Customer Process

Customer Support

Ground Services IT

HRBaggage Assistance

Airline Process

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Can it Be Done Differently?

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OF COURSE!

Reliable departure

15 Min Turnaround

lean, productive ground/gate crews

Very low ticket prices

Resort baggage check-in

Friendly staff

No-nonsense service

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THE SOUTHWEST MODEL

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CLOSER TO HOME

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Measuring Loyalty

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ONE NUMBER TO GROW: NPS

SOURCE: http://www.netpromoter.com

‣ Loyalty metric and a discipline to seeking customer feedback

‣ A straightforward metric to hold companies and employees accountable for how they treat customers

‣ Tool for driving customer loyalty and profitable growth

‣ NPS = % of promoters - % of detractors

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NET PROMOTER’S SCORE

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NET PROMOTER’S SCORE

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OTHER EXAMPLES...

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OTHER EXAMPLES...

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OUTSIDE IN: HOW A WORLD CLASS LOGISTICS PROVIDER DID IT?

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Superior Customer Insight 1

Delivering the best Customer

Experience

Top/Line Management

Customer Focussed Process Optimisation By Utilizing Common Methodologies

Broad - Based Organizational Engagement

3

2

Frontline Employees

Concept

Execution

DEPLOYMENT PHILOSOPHY

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Driving Employee Engagement - A Case Study

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Project Title •  Reduction in attrition rate at Customer Service

Problem Definition •  In the FY(Jan 07 –Dec 07) the attrition rate was 22% •  High turnover leads to understaffed CS resulting in increased work pressure and Stress •  Additional manpower time and cost spent on recruitment amounts to approx Rs33 lacs Goal Statement •  To bring down the attrition rate of CS employees leaving us in less than 1.5

years to 10% by December 08

THE CHARTER

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PROBLEMS DEFINED

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SOLUTIONS IDENTIFIED

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SOLUTIONS IDENTIFIED

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A bout SSA

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1999

Six Sigma Alchemy®(P) Ltd. Business Excellence Enablers

SSA IS BORN

- BORN WITH A MISSIONARY ZEAL

- VISION: ‘MAKE MADE IN INDIA SYNONYMOUS TO QUALITY’

MANAGEMENT SYSTEMS

2001

- ISO 9001, QS 9000, ISO 14000, ISO 27001

- HRMS- BPMS- SIX SIGMA

PROCESS EXCELLENCE

2006

- ENTERPRISE-WIDE PROCESS MODELING

- PROCESS REPOSITORY CREATION

- KPI DASHBOARDS- LEAN DEPLOYMENT- GLOBAL ALLIANCES- GLOBAL DEPLOYMENTS

STRATEGIC ALIGNMENT

2011

- INTEGRATED STRATEGY & PERFORMANCE MANAGEMENT SYSTEM

HISTORY

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SELECT CLIENTELE

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GLOBAL REACH

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PUBLICATIONSEnigma of Lean:SSA’s thought leadership on Lean RMAOR® methodology

LSS Champion’s Pocket Gide:Handy ready reckoner for Lean Six Sigma practitioners

Statistical Software Guide:Minitab® guide for Green Belts, Black Belts and Master Black Belts

Elixir:Quarterly newsletter on topics related to Quality and Business Excellence

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RATED SE-2A BY CRISIL | HIGH PERFORMANCE CAPABILITY HIGH FINANCIAL STRENGTH

ISO 9001 CERTIFIED

ANSI IACET 1-2007 AUTHORIZED PROVIDER

ISO 27001 ISMS CERTIFIED

ACCREDITATIONS

Friday, March 9, 12

Lean Six Sigma

Lean Management

BPMS Solutions

TPM

ISO/ISMS/EMS/OHSAS

Process SimulationDaily Work Management

Project Management

Design for Six Sigma (DFSS)

Performance Management

IT & ITES Support

BASKET OF OFFERING

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Thank You!

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