| The 360 Degrees & Profiling Series |
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Introduction | Multiple Benefits | The 12 Steps Process | The 5 Major Solutions | Customer Audits | Employee Audits | Request for Assistance DifferWorld's 360 Degree & Profiling Series measures anything that can be measured. Our philosophy being that whatever that can be measured can be improved. So with The 360 Degrees & Profiling Series we quantitatively and qualitatively assist you to boost your organization's profitability, performance and fulfillment levels. DifferWorld's 360 Degree Feedback Appraisal Assessment & Benchmarking Tools are excellent resources that can be rolled out organization wide to provide for your Senior, Middle and Junior Executives with a series of multi rater perspective tools for their personal and professional advancement in mind. This multiple angled tool from the consolidated view points of... 1) Their Superiors, 2) Their Peers, 3) Their Subordinates, 4) Their External Customers, 5) Their Internal Customers, 6) Their Coaches / Mentors and 7) Their Self-Assessment... ...in tandem with the expertise of a DifferWorld Certified Professional Coach can be used both as a powerful and accurate feedback and feedforward mechanism.
Through our variety of Fully Customized 360 Degree Feedback / 360 Degree Appraisal / 360 Degree Assessment / 360 Degree Surveys / 360 Degree Benchmarking / 360 Degree Tools you can
The 5 Major 360 Degree Feedback Appraisal Assessment Survey & Benchmarking Tools Solutions
Customer Engagement, Satisfaction and Improvement Audits Customer-centricity is the hallmark of all market leaders. As the saying goes, "Customers are the same, but priorities change", hence the need to constantly stay in tune with customers. Customer engagement audits typically gauge customer satisfaction with existing services and products. We take that further. We assist organizations to anticipate uncharted customer value propositions and even developing the means to partnering customers in co-creating new value propositions.
Our Approach We adopt a comprehensive three step process to help client partners develop a full understanding of customer priorities and viewpoints. They are... Customer Engagement Audits. To determine how satisfied customers are with the current level of service; the likelihood of securing loyalty and their propensity to recommend the organization to other parties. Engagement Factor Analysis. Using a highly effective bi-factor analysis, we determine the importance and effectiveness of key drivers of customer engagement. These key drivers are carefully mapped and are unique to each industry and client. Issue Research. Through qualitative sessions, we go beyond ‘what’ is wrong uncovered in the factor analysis process to generate a holistic view of ‘how’ and ‘why’ things can be improved.
The Advantages of our Approach Customer Needs Analysis Unlike conventional customer studies which focus primarily on satisfaction levels, our approach addresses both satisfaction as well as importance ratings. The additional insight on what customers’ value leads to better awareness of their purchase preferences. Co-relational Analysis Customer purchase decisions depend not only on the behavior of the organization, but are affected also by environmental and social factors. We understand that. That is why we analyze multiple sources of customer behavioural trends, ranging from complaint levels at the frontline to sales revenue as well as socio-political changes. This analysis draws effective correlations that go beyond ‘what have I done wrong and right’. Tailored Measurement Methods We precede every client project with a detailed discussion of relevant and unique issues so that we may select the best approaches for optimum results. Our range of survey approaches are selected based on the objective of the study, these include focus groups for highly qualitative factor analysis, pen-based or electronic surveys for powerful ‘snapshot’ impressions of market needs, phone surveys and personal interviews. Enhancing Legacy Knowledge Bases Most organizations already have knowledge bases or analytical frameworks in place to measure customer feedback. We work with our clients to incorporate additional analytical insight into these existing frameworks. This caters to providing business intelligence they need much faster than re-designing a framework from scratch.
Benefits for your Organization Competitive Insight We stay up to date on the latest customer research methods so our clients do not need to. By leveraging on our expertise in analysis and strategy, we provide the advantage of newer and potentially more specific means to understand customers better. This leaves our clients free to focus on what they do best, running their business. Focused Customer Strategy A detailed understanding of customer needs and demographics allows an organization to know exactly which customer segment yields the highest returns and precisely which products and services they should deliver to tap that market. This focused approach means delivering the highest returns on R&D and marketing resources. Best-fit Market Segmentation Traditional market demographic segmentation is based on usage, age, gender or net worth. We test the basis for this, and where appropriate, introduce additional segments based on customer need so our clients will be able to better address the specific market requirements. Business Performance Tracking Our performance tracking services provide statistical and benchmark reports that are designed to fit into a corporate dashboard summary so our clients’ executive teams may stay up to date on the latest performance data. Where appropriate, we will design tailored measurement metrics specific to the needs of our clients’ organizations.
Employee Engagement, Satisfaction and Assistance Audits
In the current climate of employment fluidity, employee retention is becoming increasingly more vital. The ability to retain talent avoids disruptions caused by re-hiring and re-training. Our research methods constantly adapt to uncover new issues related to employment needs, factoring cross-cultural differences of a more cosmopolitan workforce as well as translating questionnaires for non-English native speakers.
Our Approach We adopt a comprehensive three step process to help client partners develop a full understanding of employee priorities and viewpoints. They are... Employee Engagement Audit. To determine how satisfied employees are with the organization; how likely they will stay employed at the organization; and how likely they will recommend the organization to other parties. Engagement Factor Analysis. Using our highly effective bi-factor analysis, we determine the importance and effectiveness of key drivers of customer engagement. Our employee engagement audit focuses on eight crucial categories of employee engagement: Issue Research. Through qualitative sessions, We go beyond ‘what’ is wrong uncovered in the factor analysis process to generate a holistic view of ‘how’ and ‘why’ things can be improved.
Advantages of our Approach Turn-key Approach After a high level strategy and design discussion with our clients, we execute all aspects of the audit from printing of questionnaires, development of web survey engines, to briefing of employees, analysis of data and reporting to senior management. This relieves our clients of the details of administration so they may just focus on action planning. Tailored Design During our high level strategy and design discussions, we explore all aspects unique to our client partners to develop bespoke solutions. These include multiple language audits, special briefings to employees with special needs, multiple data entry methods and special reporting of demographic groups. We give you exactly what you need to get the insight you need. Action-oriented Reporting In our engagements with clients, insight and data gathered from audits are the means and not the ends. They feed into strategic decision making. For this reason, the output of our employee engagement audits focuses primarily on action areas and remedial steps. We do not just deliver data. We offer the first steps to business improvement. Total Communications Audits are two way communication media. We work with clients closely to optimize all aspects of the process to secure data integrity as well as to convey the importance of the objectives. This includes developing multi-language announcement messages, briefing sessions and survey material. we goes beyond delivering a report, to presenting the key findings to all stakeholders, from senior management to employees.
Benefits for your Organization Improved Morale The most immediate effect of this audit will be higher morale among employees. That management engages a specialist agency to conduct the audit conveys the message that the management cares and employee contribution matters. Higher Productivity The major benefit from improved morale is higher output from energized employees. The enhanced communication between management and employees and as well among departments also results in newer and more innovative working styles. Increased Customer Satisfaction Ultimately, as research proves, satisfied employees result in delighted customers. What starts as an internal audit with us leads to higher retention of customers and improved business results. Optimizing Retention of Top Talent. In many cases, compensation and benefits are not the key motivators of engagement. It may be advancement opportunities or improved relationships. Our studies uncover these motivating factors so our clients may tailor specific action and programs to secure the engagement of top talent . The above initiative along with our other professional education, development, coaching, training and consultancy initiatives are presently available in the following countries... Australia, Bahrain, Brunei, China, Egypt, Germany, Hong Kong, India, Indonesia, Japan, Korea, Kuwait, Macau, Malaysia, Mauritius, New Zealand, Pakistan, Philippines, Qatar, Saudi Arabia, Singapore, South Africa, Sri Lanka, Taiwan, Thailand, Turkey, United Arab Emirates, United Kingdom, United States & Vietnam. |
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