Recommendation presentation elance
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This document recommends improving the company's employee management system (EMS) to foster a high-performance culture. It proposes a new system called RIPPLE that would provide feedback loops and coaching notes to expose opportunities for improving employee performance. The proposal outlines how RIPPLE aligns with corporate strategy, is technically and economically feasible, and defines requirements and an implementation plan. It recommends RIPPLE to increase sales and customer satisfaction by developing the frontline employee base through focused feedback and coaching.
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Recommendation presentation elance
- 1. Ripple RECOMMENDATIONS FOR THE IMPROVEMENT OF EMS
- 2. Agenda 1. Business Need Introduction Current State of the System Business Need 2. System Proposal Alignment with Corporate Strategy & 2015 Priorities Feasibility Analysis Requirements and Project Scope Proposed System Overview 3. Design 4. Implementation Proposed System Overview 5. Recommendations
- 4. Business Need To identify drivers of improvement in people, processes, and systems to increase and decrease costs To understand the occurrence of poor team member practices, broken business processes, and inefficient system infrastructure to sustain a high performance culture
- 5. How do we identify, manage and change the behavioural and professional performances that negatively affect customer relations?
- 7. Alignment with the Corporate Strategy To invest in internal capabilities to build a high-performance culture and efficient operations Overall Strategic Direction To continue to foster our culture for sustained competitive advantage 2015 Corporate Strategy Feedback loop leads to proper training and exposes areas of opportunity within people procedures and processes Build and sustains high expectations, performance, and leadership RIPPLE
- 8. Cultivating a High Performance Culture 4 Pillars of RIPPLE Culture Tools & Reporting Alignment Sustainment
- 9. Technical Feasibility Built on the previous system of EMS Makes use of existing hardware Can be built and maintained using current programmers Technology Feedback loops are already used in most business units Business Application Low cost Short development time Project Size
- 10. Organizational Feasibility Alignment with overall strategy and 2015 priorities CEO is the driving force Strategic Alignment Multiple project champions Builds on interest from past initiatives Managerial Support Understanding of accountability Initiated by team members identifying need Team Members
- 11. Economic Feasibility 0 5 10 15 20 25 Year 1 Year 5 Total Costs ($m) Total Benefits ($m) Time (in Years) DollarAmount(in$)
- 12. Economic Feasibility ROI 1785% BEP 1.1 yrs NPV $14.4m
- 13. Benefits and Costs Benefits Reduced escalation volumes Increased call center throughput Increase in home service, mobility add-on sales Costs Labour Hardware Training Intangibles Culture development Customer satisfaction Improved communication Benchmarking Improved training
- 14. System Requirements Business Requirements The ability to access organized, relevant and current feedback and coaching information to drive strategic and economic decisions System Requirements 1. Functional User Training Feedback and Coaching Notes Report Generation 2. Non-Functional Operational Performance Security Cultural and Political
- 15. Project Scope In Scope Four Business Units Customer Delivery Enterprise SMB Customer Experience Approximately 10,000 members Focus on feedback, coaching notes, and reporting on top drivers Out of Scope Absenteeism in cross-department and project Remaining team members in the initial phase of the system launch
- 16. Design
- 18. Risks and Mitigation Type Risks Mitigation Organizational Lack of familiarity with new application Provide a comprehensive training guide; require a test on the system Technical Security breaches of confidential records Instate authentication process; supervise activity Technical Data overload Perform consistent technical maintenance
- 19. Recommendations
- 20. Major Takeaways Driving sales is critical to future success. An effective frontline employee base is needed to drive that growth. Customer Satisfaction Customer rework and displeasure Critical to take steps necessary to put customers first. High Performance Culture Sustainment of the companys current competitive advantage.