Customer Attention Relationship Expectation Satisfaction

Transcription

1 Customer SATisfaction HCL Customer Attention Relationship Expectation Satisfaction Project CSAT and Account CSAT Version No.: 1.2 Date: 15-Jan-2010 Team HCL CARES

2 Theme P-CSAT Application Demo Section 1 Project & Customer related Demographic Section Section 2 Customer Expectation Setting Page Section 3 Section 4 Deliverables Page Customer Feedback Page Section 5 Action Item Page 2

3 HCL PM Login Project Manager s login page with tabs for stage wise survey status, customer expectation setting, deliverables and action item status. PM need to click on ''Projects'' to fill in the Project Details and ''Survey Initiated On'' to view feedback. PM will get the survey completion status of all P-CSAT survey initiated 3

4 Demographic Page After clicking on respective project, it takes to demographic page of that project. All the project details need to be entered as expected in the page. Customer details also need to be entered as required. PM can add, modify or delete the customer information as required. 4

5 Demographic Page If initiate P-CSAT survey check box is unchecked then, P-CSAT survey non-applicability options appears, where PM can select either P-CSAT survey Not Applicable for the life of project or until specified period. 5

6 Demographic Page In case of P-CSAT survey not-applicable for specified period then period need to be specified. Necessary remarks need to be provided. Data can be submitted after this step. 6

7 Demographic Page If P-CSAT is applicable for the project then all the details are to be updated correctly. PM can add, modify or delete the customer information as required. 7

8 Demographic Page Once all the data is updated and if the user tries to navigate away from the page there is a pop message to remind user to save the data, as shown in next slide. 8

9 Demographic Page User can save all the updates done, before navigating away from the page. 9

10 Demographic Page Data once submitted will not be modifiable for current cycle, hence all the data need to be carefully updated before submitting the same. There is a pop up reminder to user. 10

11 Demographic Page After submission of project data there is a pop up message confirming submission of demographic data. 11

12 Demographic Page Once the demographic data is submitted user is requested to define and submit the customer expectation and the deliverables before requesting for P-CSAT initiation with their SDU QA Manager. 12

13 Demographic Page After submission save and submit button will be disabled and only back button is displayed. 13

14 Customer Expectation Setting Page Back button will take the user on to home page. User can click on tab, customer expectation setting, for further updates. 14

15 Customer Expectation Setting Page Customer expectation setting page looks like this. User can click on Define against each project for customer expectation setting. 15

16 Customer Expectation Setting Page After clicking on Define, page as shown above gets displayed. It includes KPA-KPI-OPI mapping, with provision for setting importance for each OPI with target/goal. User can also provide remarks. 16

17 Customer Expectation Setting Page Importance can be rated on the scale of 7, with 1 as Not important and 7 as critical. 17

18 Customer Expectation Setting Page Fields provided under target column is to enter, performance measurement value to be achieved for the operational performance indicator. User is given the provision to enter remarks as required. 18

19 Customer Expectation Setting Page User can provide additional questions as applicable for their project scenarios. Also user can enter qualitative customer expectation. 19

20 Customer Expectation Setting Page User can select multiple OPIs under each KPI as applicable to their project scenario. There are list of OPIs available in the drop down from which user can select required OPI. 20

21 Customer Expectation Setting Page Holding the cursor on >, symbol will display the OPI in full. In case if the OPI is longer and not visible fully this option can be used. 21

22 Customer Expectation Setting Page Once additional questions are added same need to be saved using the save option provided on right end of the additional question. 22

23 Customer Expectation Setting Page User can enter performance measurement value to be achieved for the operational performance indicator as a target. 23

24 Customer Expectation Setting Page Once additional questions are saved there is a confirmation message pop up. 24

25 Customer Expectation Setting Page User can also delete the additional questions by using cross symbol at the right end of additional questions. There is a confirmation message pop up before deleting the additional questions, once user accepts the same, same will be deleted and confirmed with a pop up message, as shown in next slide. 25

26 Customer Expectation Setting Page 26

27 Customer Expectation Setting Page 27

28 Customer Expectation Setting Page User also has provision to enter qualitative expectation. This field has all editing features. Review period of P-CSAT survey need to be logged in by the user using calendar option. 28

29 Customer Expectation Setting Page User need to make sure that review end period is on later date after review start date. 29

30 Customer Expectation Setting Page Once customer expectation setting details are saved, there is a pop message to confirm the same. 30

31 Customer Expectation Setting Page In case if user enters review end date as some future date, there is an error message shown up as in the slide. 31

32 Customer Expectation Setting Page Customer expectation data once submitted cannot be modified, hence user has to make sure that all necessary data are entered correctly before final submission. There is a pop message asking user to confirm the same before submission. 32

33 Customer Expectation Setting Page Pop up message confirming the submission of customer expectation setting is shown up. 33

34 Customer Expectation Setting Page After submission, save and submit button gets de-activated with only back button available to move out of the page. 34

35 Customer Expectation Setting Page After submission of Customer expectation setting page, all the data will be read only. 35

36 Deliverables Page After clicking on deliverables tab in the home page, user will be taken on to the view as shown in the slide. User need to click on define to define deliverables for the project. 36

37 Deliverables Page User has provision to enter the actual performance of each parameter against set target, with comments as applicable. 37

38 Deliverables Page 38

39 Deliverables Page Qualitative expectation also can be entered in the field provided. This field is having all editing features as shown in the slide. There is a pop-up message confirming that project details saved successfully. 39

40 Deliverables Page There is a pop-up message confirming that project details submitted successfully. 40

41 Deliverables Page After submitting the project deliverables details, HCL PM need to confirm the initiation of P-CSAT survey. He can do so by clicking on Confirm P-CSAT Initiation button. User also need to make sure that either project actual or project deliverable is updated. 41

42 Deliverables Page After submission of project deliverables and confirming the P-CSAT initiation, Confirm P-CSAT Initiation button disappears with only back button available to navigate away from the page. User will also receive a mail confirming the P-CSAT initiation request, which is also marked to HCL CARES. 42

43 Customer Login A unique survey link will be provided to customer through HCL CARES application. Customer clicks on the unique link provided to him. It navigates customer to the home page, home page consists of different tabs - stage wise survey status, customer expectation setting, deliverables and action item status. Here, user can see all the projects falling under him. He can click on the Survey initiation date to give the feedback for the respective project. 43

44 Feedback Page After clicking on the survey initiation date of the respective project, it takes user to feedback page of that project. Customer can also see the project deliverables by clicking on CLICK HERE TO VIEW PROJECT DELIVERABLES hyperlink. Next slide shows the deliverables page. 44

45 Feedback Page Customer can see the project deliverables submitted by HCL PM in the read only mode. Quantitative part of the deliverables is visible as shown 45

46 Feedback Page 46

47 Feedback Page Rating for all OPI (Operational Performance Indicators) needs to be entered. Customer can rate OPI s on the scale of 1 to 7, where 1 being very dissatisfied and 7 is very satisfied. 47

48 Feedback Page Customer can choose Importance against each OPI, where he can modify expectation setting for the next survey. 48

49 Feedback Page Customer can also enter remarks against each of the OPI. Clicking on the remarks field of the respective OPI opens up the pop up window, where user can enter remarks. 49

50 Feedback Page Customer can save the Remarks by clicking on the Save button. After submission of Remarks there is a pop up message confirming submission of the remarks against the respective OPI. 50

51 Feedback Page Customer can enters qualitative comments 51

52 Feedback Page There is a pop up message after clicking on Save button confirming user that the rating provided by him is saved and could be modified later before submitting the survey. For submitting the survey user is asked to click on submit button. Pop message is - The ratings / entries provided by you is saved and could be modified later. For completing the feedback, Kindly use the submit button. 52

53 Feedback Page On clicking on submit button, there is pop up message asking user to provide remarks as he has given rating less than 4 for S No

54 Feedback Page Clicking on the remarks field of the respective OPI opens up the pop up window, where user can enter and save remarks. 54

55 Feedback Page After submission of Remarks there is a pop up message confirming submission of the remarks against the respective OPI 55

56 Feedback Page There is a pop up message asking user to confirm the submission of the feedback. 56

57 Feedback Page Once the rating is submitted by customer, there is a pop-up message informing customer about the future action. Pop-message is Thank you for your valuable time and feedback, it will help us to serve you better. Your HCL counterpart will discuss the next steps and collect the expectations from you for the next survey along with the next tentative date for feedback. 57

58 HCL PM Login Demographic Page After submission of the feedback by customer, Demographic data page gets enabled for HCL PM to update the project specific details. HCL PM clicks on respective project for which he wants to update details. 58

59 HCL PM Login Demographic Page Clicking on project takes HCL PM to the demographic page to update the project specific details. 59

60 HCL PM Login Demographic Page HCL PM can save and submit the project details. Back button will take the user on to home page. 60

61 Customer Login Action Item Page Customer s home page consists of different tabs - stage wise survey status, customer expectation setting, deliverables and action item status. Action Item status page looks like this. 61

62 Customer Login Action Item Page Customer can click on Survey Initiated on to see the feedback given by him and to put action item in place. 62

63 Customer Login Action Item Page Customer can see the ratings provided by him and he can enter action items here against each of the OPI by clicking on number in Open Action Items column. 63

64 Customer Login Action Item Page Clicking on number in Open Action Items column will navigate user to this screen to enter action item. User can also give target date, can assign responsibility to either of the parties i.e. HCL or Customer 64

65 Customer Login Action Item Page User can also select the priority as high, medium, low. 65

66 Customer Login Action Item Page Once the action item is entered, same needs to be saved using the save option provided on right end of the Action Item. 66

67 Customer Login Action Item Page Once Action Item is saved there is a confirmation message pop up. 67

68 Customer Login Action Item Page Once the action item is saved, customer can see these details - opened by, completion status and closure status. User can also enter more than one action item against an OPI by filling in the details in the grid below. He is required to follow the same process as done before. 68

69 HCL PM Action Item Page HCL PM can log in and can see the action item assigned to him by customer against each of the OPI. This page displays Open action items and Total Action items. PM clicks on Open action item of each of the OPI s 69

70 HCL PM Action Item Page Clicking on Open Action item navigates HCL PM to this screen where he can see the details of the action item assigned to him. HCL PM will check the completion status as applicable and is required to fill the completion date also. He then clicks on update data icon to update the data. 70

71 HCL PM Action Item Page User can not enter the completion date greater than the current data. There is pop up message alerting user that The completion date should not be greater than the Current date 71

72 HCL PM Action Item Page User can correct the date entered previously and can update the same by clicking on the update option provided on right end of the Action Item. There is pop up message confirming the same. 72

73 HCL PM Action Item Page HCL PM can see the status here. It is showing that it is yet to be closed by customer. 73

74 Customer Action Item Page Customer can check the closure status and select the closure date. He then clicks on update data icon to update the data. 74

75 Customer Action Item Page Once Action Item is updated there is a confirmation message pop up. 75

76 Customer Action Item Page Customer can see the status of the action item here. This screen shows completion status and closure status. He can also provide his comments here by clicking on comment on the right side of status grid. 76

77 Customer Action Item Page Clicking on comments opens up the pop up window, where customer can enter and save the comments. 77

78 Customer Action Item Page There is a pop up message confirming that the Action item comments is saved successfully. 78

79 Customer Action Item Page This screen shows the overall Action Items under a given Project 79

80 Customer Action Item Page User has the functionality to enter Additional Action Items as well. Customer has entered an additional action item and has given the responsibility to HCL PM. He has also selected target date and priority. 80

81 Customer Action Item Page Once Additional Action Item is saved there is a confirmation message pop up. 81

82 Customer Action Item Page Once the action item is saved, user can see these details - opened by, completion status and closure status. User can also enter more than one Additional action item against an OPI by filling in the details in the grid below. It is required to follow the same process as he done before. 82

83 HCL PM Action Item Page HCL PM can log in and can see the additional action item assigned to him. 83

84 HCL PM Action Item Page HCL PM will check the completion status as applicable and is required to fill the completion date also. He then clicks on update data icon to update the data. 84

85 HCL PM Action Item Page There is pop up message confirming that the Additional action item updated successfully. 85

86 HCL PM Action Item Page HCL PM can manually close the Action item giving reason for the same. Reason for manual closure of the action item is mandatory. 86

87 HCL PM Action Item Page After putting reason for the Manual closure of the action item, PM clicks on Close Action Item icon at the right side of the action item grid to manually close it. 87

88 HCL PM Action Item Page Once Additional Action Item is closed there is a confirmation message pop up. Closure status as Manual Closure status can be seen here. 88

89 Add / Modify OPI HCL PM or Customer can add/modify Operation Performance Indicator (OPI) by clicking on Add/Modify link under Customer expectation Setting tab. 89

90 Add / Modify OPI User can also search for OPI-KPI mapping by putting minimum 3 characters of the OPI that user is looking for. 90

91 Add / Modify OPI User enters the OPI which he wants to search and clicks on Search button 91

92 Add / Modify OPI Clicking on Search button shows the existing OPI-KPI mapping. User checks the result which he wants to select. And clicks on Submit button. 92

93 Add / Modify OPI There is a pop up message confirming that the selected record is submitted successfully. 93

94 Add / Modify OPI User enters the OPI which he wants to search and clicks on Search button. There is pop up confirming that no record found. User can also define the OPI by clicking on Define OPI tab. 94

95 Add / Modify OPI User clicks on Define OPI tab and enters the OPI in the OPI field which he wants to map to one of the existing KPI. There is a pop up message alerting user that the entered OPI already exists. 95

96 Add / Modify OPI User clicks on Define OPI tab and enters the OPI in the OPI field which he wants to map to one of the existing KPI. 96

97 Add / Modify OPI After entering the OPI and mapping it to one of the existing KPI, user clicks on save button. 97

98 Add / Modify OPI There is a pop up message confirming that the selected record is saved successfully. 98

99 Add / Modify OPI The mapped OPI-KPI can be seen in the grid below. 99

100 Add / Modify OPI User checks the required OPI-KPI mapping and clicks on Send for Approval button. There is a pop up message confirming that Your defined OPI will be sent to the HCL CARES admin for review & approval 100

101 Template Notification to user This is an auto generated , with status of request, which will go to the respective user who has defined OPI-KPI mapping to be included in Project CSAT database stating the status of their request. 101

102 Template Notification to Admin It is an auto generated which will go to HCL CARES admin team once the user has defined and submitted OPI for approval asking HCL CARES admin team to take the necessary action. 102

103 HCL CARES Admin Login HCL CARES admin team log in and goes to OPI Approval under Entity Management to approve/reject the OPI s. 103

104 HCL CARES Admin Login HCL CARES Admin review the KPI-OPI mapping and checks the check box under Approve column to approve the defined OPI. He then clicks on Submit button. 104

105 HCL CARES Admin Login By clicking on radio button Approve/Reject, HCL CARES admin can see the list of approved/rejected OPI s. 105

106 HCL CARES Admin Login There is pop up message alerting the user to enter Remarks if he chooses to reject the defined OPI. 106

107 HCL CARES Admin Login Remarks is required to be enter by HCL CARES admin in case of rejection of defined OPI. 107

108 HCL CARES Admin Login By clicking on radio button Approve/Reject, admin team can see the list of approved/rejected OPI s. 108

109 Thank You For Further Information Contact us at 109