Case on balance Scored Card

Human Resources » Performance Management

	Message From: Nila	Total Posts: 2	Join Date: 23/01/2009
Rank: Beginner	Post Date: 23/01/2009 00:54:46	Points: 10	Location: United States

Dear all.
Pl go through the below case and reply.
Case: A one of the bank has decided to implement Balance scored card framework in which each branch manager's appraisal will include a customer feedback parameter in the customer perspectives, Out of the three methods[Which is given below] which one would you prefere, either in isolation or in conjuction with any other methods[at most two methods can be combined?
Pl justify the choice you made in brief.
METHODS:
1. customer feedback survey based on the telephonis survey- based on the random selection of customers from the customer database.
2. Mystery customer-minimum six times a week for four weeks. Mystery customers to be selected from the existing account holder database and trained to evaluate different aspects of the branch based their actual experiences.
3. Customer complaints- actual data of complaints that are escalated upto be used.

Thanks

	Message From: surendravarma	Total Posts: 2	Join Date: 23/01/2009
Rank: Beginner	Post Date: 24/01/2009 11:00:37	Points: 10	Location: United States

Hi Nila, Hope you are doing well. This is really very interesting to get the customer feedback for a branch manager. To answer your query i would use combination of first and third option that you have suggested in the mail below. Why 1st because selecting the customers randomly will be bias free and having telephonic feedback will actually give you an opportunity to ask specific question to the customers and can get their reaction or view on particular subject. Why 3 because the actual number of complaints that you have received against him, u can actually compare with the number of customers that the manager handles a day and u can actually calculate the ratio and come to a conclusion how frequently the branch manager is getting complain against him from the customers. I would like to share one thing that we practice here at our organization. We have a customer support centre for our technical product and it handles the support call from more than 55 countries including india. To know the customer feedback, at the end of the particular complain is closed we send the customer feedback form for the Technical support executive which is filled by the customer and it contains various questions. And at the end of this questionaire customer is supposed to rate executive on three point one is High , Midium and Low.This Hi and low are taken into account at the time of their appraisal. I hope this would be of some use to you. Regards, Surendra Varma 9925029858

	Message From: Nila	Total Posts: 2	Join Date: 23/01/2009
Rank: Beginner	Post Date: 26/01/2009 04:25:18	Points: 10	Location: United States