Change Management - Problem at the Workplace

PROBLEM AT THE WORKPLACE

The target of mystery customer survey result has been allocated by the management team is 85% for the current quarter (Jan – March 2017), but the last quarter, we have achieved the mystery customer survey rating was (Oct – Dec 2016) 69%. This was not a good sign for our entire branch, also we have loss the profitable customers and the branch profit during that period. The branch employees also haven’t got the expected Bonus/Incentives from the management which they have allocated for last year.

PERFORMANCE MEASUREMENT

Very Good – 80 > 100

Good – 60 > 79

Average – 30 > 59

Poor – 0 > 29

How well our branch performed?

CHART I

OVERALL SCORE – 69%

ANALYSIS AND INTERPRETATION OF RESULTS

KEY VERY GOOD (80>100) GOOD (60>79) AVERAGE (30>59) POOR (0>29)

TABLE I

WEIGHTS ALLOCATED

CSO SERVICES 30%

CSO KNOWLEDGE 20%

CSO SALES 15%

TELLER SERVICE 15%

TELLER KNOWLEDGE 5%

INSIDE APPEARANCE 15%

TOTAL 100%

• CSO – Customer Service Officer

TABLE 2

QUARTER – OCT - DEC 2016

BRANCH CSO SERVICES CSO KNOWLEDGE CSO SALES TELLER SERVICE TELLER KNOWLEDGE INSIDE APPEARANCE OVERALL SCORE

WEIGHTS ALLOCATED 30% 20% 15% 15% 5% 15% 100%

PETTAH 92 85 26 85 28 98 69

Calculation: 92 +85+26+85+28+98 = 69%

6

The table 1 explains the six service standards of Customer service officer, teller and the branch appearance, and the weights allocated by the mystery customer survey for each standard of services.

According to the table 2, for the quarter Oct – Dec 2016 It shows that the rating was 69% of low rating, because of the low scored in Teller Knowledge and the customer service sales.it shows that when the evaluation was performed Teller and the Customer service officer’s service standards not meet the expected, level.

The chart 1 shows the overall score of 69%. from the left sight, its shows the Service standards, and the bottom of the chart shows the numbers & colors allocated for the score.

However, our target is to achieve 85% in the first quarter (Jan -March 2017). Also, that the problem we have faced in the past will be sorted in this quarter (Jan -March 2017).

IMPACT TO THE ORGANIZATION/BRANCH

1. Loss of Customers

Untrained employees cannot able to deliver a good service to the clients, they also lack adequate knowledge and skills, update about the internal circulars and product knowledge to provide satisfactory customer service. This combination results in dissatisfied customers. The organization will experience declining sales if dissatisfied customers choose competitors who can provide a better service. The loss of a customer means lost sales and revenue, the cost of replacing this revenue is much higher than the cost of retaining the business. The loss of a customer may become an opportunity for our competitors. Also, the loss of a customer can be the beginning of a bad reputation for our entire organization.

2. Staff benefits will be decreased/reduced.

Because of the low rating the branch will not able to get the considerable profit/income, from that income only the staff members benefits/incentives were decided.