Chapter 9, Problem 1TA

Program Plan Intro

Key Performance Indicator (KPI):

Key performance Indicator is a metrics which helps in tracking the progress in executing the strategies which are chosen in an organization to achieve the objectives and goals.

• It is a measurable value which shows how the company is achieving their objectives.
• It is used in multiple levels in an organization which will evaluate their success in reaching their targets.
• KPI’s at the higher level concentrates on the overall performance of the enterprise and the KPI’s at the lower level will focus on the employee’s process and performance.
•  It consists of metrics like direction, measure, target, timeframe.

Explanation of Solution

Dashboard to improve the operations of the call center:

• Proving necessary services to the customer
  • Company might be providing excellent product or service, but it should analyze whether it is proving efficient or necessary service to the customer. The service provided should be timely, simpler and personalized such that the customer gets immediate solutions to the problems.
• Try to improve the quality of call center service
  • It is efficient to find solutions for the route cause rather than providing solutions for the general case. For example, if a problem arise in the product and if a customer asks for enquiry, the customer care should first notify the problems associated with the product rather than reviewing the problems associated with the service or policy...