ICE_Case_Study__内部客户满意度

InternalCustomerEngagementStudyICECaseStudy2005,2,Methodology,Intotal,73employeesfromeachmarketweresentane-mailinvitationaskingthemtoparticipateintheICEstudy.61employeesresponded,yieldingan84%responserate.InterviewscollectedwerecollectedviatheWebEmployeeswereaskedtoratetheservicetheyhavereceivedfromvariouscentralfunctionaldepartmentsbasedinHQ.DepartmentsratedNumberofRatingsFinance18IS13HR16Marketing38Legal8RA/QA14CASA11,3,ICEQuestions,OverallsatisfactionwithcentralfunctionAlwaysdeliversonwhattheypromiseAlwaystreatsmefairlyFairandsatisfactoryresolutionofproblemsTreatsmewithrespectPerfectinternalpartnerforpeoplelikemeICEGrandMeanistheaverageofitems2-6,4,OverallSatisfactionbyDepartmentTopBox(%5)Score,NumberofResponsesn=8n=18n=14n=16n=13n=38n=11,5,OverallSatisfactionbyDepartmentMean(Average)Score,NumberofResponsesn=8n=18n=14n=16n=13n=38n=11,6,ICEGrandMeanbyDepartment,NumberofResponsesn=8n=16n=18n=14n=13n=38n=11,7,ICEandQ12ResultsbyFunction,(Q12ResultsforLegalnotavailableasn5),8,RelationshipBetweenQ12andICEDepartmentLevel,ThereisaverystrongstatisticalrelationshipbetweenQ12andICEresultsatthedepartmentlevel.,EngagedEmployees,(Resultscalculatedonn=6departments;LegalexcludedduetolackofQ12results),EngagedCustomers(Internal),r=.69,9,GrandMeanComponentsbyFunctionMean(Average)Score,10,ServiceAttributesMean(Average)Score,11,ProblemIncidenceandHandlingDepartmentsOverall,“Inthepastsixmonths,haveyoupersonallyexperiencedaproblemorannoyanceinanyaspectofyourrelationshipwithdepartment?Overall,howsatisfiedwereyouwiththewaydepartmenthandledoriscurrentlyhandlingthisproblem?”,12,ProblemIncidenceandHandlingResultsbyFunction,13,SelectedVerbatims,“Understandingofcountryspecificorganisationalsituationandbusiness.”“Helpinimplementingbettertoolsandprocesses.Lessconferencecallsandmoreactionforresolvinglocalspecificproblems.”“Partneringwiththelocalareasandunderstandingofthebusinesswearein.Itwouldbewisetoregularlyvisitthelocalareasforthisunderstandingandlearnfromwhathasbeendevelopedelsewhere.”“Morecustomeroriented.”“Tobemuchmoreconnectedwiththelocaldivisions.”“Moretimeinthemarketswithourteams,learningaboutourmarketsandsupportingourteams.Lesstimecreatingnewprojectstowhichourteamsmustrespond.”“Improveproductlaunchprocedures.”,“WhatonethingwouldliketoseeDEPARTMENTdotohelpyouandyourdivisionachieveyourgoalsfor2005?”,14,CopyrightStandards,Thisdocumentcontainsproprietaryresearch,copyrightedmaterials,andliterarypropertyofTheGallupOrganization.Itisfortheguidanceofyourcompanyonlyandisnottobecopied,quoted,published,ordivulgedtoothersoutsideofyourorganisation.Gallup,CE11,Q12,L3,andA8aretrademarksofTheGallupOrganization,Princeton,NJ.Allothertrademarksarethepropertyoftheirrespectiveowners.Therefore,thisdocumentisofgreatvaluetobothyourorganisationandTheGallupOrganization.Accordingly,theideas,concepts,andrecommendationsrelatedwithinthisdocumentareprotectedbyinternationalanddomesticlawsandpenaltiesgua