HRM360 4-1 Assignment

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Southern New Hampshire University *

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Feb 20, 2024

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1 4-1 Assignment: Memo Jeffey Harding HRM 360: People Analytics Southern New Hampshire University Brandon Young January 30, 2024

2 Analyze Data I have reviewed the performance and engagement data for the Smallville, Suburbanville, and Big Cityville branches. During my review I took into consideration the differences in customer satisfaction, product knowledge, work quality, and communication skills for each branch. After a thorough review, I noticed that the work quality and product knowledge of both the Suburbanville, 94.5% and 93.2% respectively, and Big Cityville, 94.5% for both, branches were higher than that of the Smallville branch, 87.7% and 90.8% respectively. I also noted that the Smallville (90%) and Suburbanville (89.2%) branches had similar scores attributed to their communication skills, yet their customer satisfaction scores of 94.4% and 89.0%, were not equally similar. Whereas the Big Cityville branch scored considerably lower on both of these two metrics at 84.2% and 86.2%, than both of the other two branches. Compare and Contrast Trends Comparing and contrasting the data, we find inconsistencies among product knowledge, customer satisfaction, communication skills, and work quality across all three branches. The product knowledge scores should be similar across all three branches with adequate training, however the Smallville branch lags behind in this metric. This means that our employees at the Smallville branch are not being provided with proper training on our products which may lead them to not providing our customers with proper information regarding our products. The equally lower customer satisfaction scores at the Suburbanville and Cityville branches demonstrate that both of these branches are not providing our customers with quality service. It should be noted that a disengaged employee is less likely to provide good customer service experience (Ainomugisha, 2023). Both of these branches score lower in their communication metrics. This could also be contributing to their lower customer satisfaction scores as poor

3 communication between managers and employees can lead to less engaged employees. Although all three branches have an above 90% score for work quality, we would like to see these scores closer to 100%. With higher product knowledge and communication scores, this expectation could be achieved. Recommendations Based on the data collected from each branch there are a few recommendations that I would like to make. I would recommend additional product knowledge training at the Smallville branch to provide the employees there with a better understanding of our product offerings. Conducting role-playing scenarios to give them a better firsthand experience that allows them to better grasp the information. The role-play scenarios will also allow the employees at the Smallville branch to build their communication skills while increasing customer satisfaction. They will also improve their work quality as they build confidence in their abilities as well as become more engaged in their work. For the Suburbanville and Cityville branches, I would recommend that they work on their effective communication strategies. Poor communication can lead to unclear goals and objectives. The employees at these two locations may not know what is expected of them. Through weekly meetings at both of these locations, expectations and objectives can be set and feedback can be received (Nouri, 2021). This will improve customer satisfaction and work quality as employees will have a better understanding of their roles and responsibilities. Lastly, we need to follow up with each branch on a quarterly basis to assess the same scores for improvement and review our plan of action. Warm Regards, Jeffrey Harding, HR Generalist

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4 References Ainomugisha, G. (2023, March 9). How employee engagement affects customer service. The 6Q Blog. https://inside.6q.io/employee-engagement-affects-customer-service/ Nouri, C. (2021, July 6). Causes and effects of poor communication in the Workplace. Pingboard. https://pingboard.com/blog/6-effects-poor-employee-communication/

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