TCE @ iCOE GPS

Total Customer Experience (TCE) not only affects the customer but also the different workgroups, entities, and personnel within an organization; the term “Customer” encompasses all of these groups as each is essentially a different customer. It is imperative that all groups are dealt with exactly the same way to facilitate a coherent approach.

What if there was a proven way to achieve Six Sigma levels of TCE to ensure that “Customer(s)” receive the very best service every time?

At iCOE, Pradeep Mathew, Ranajoy Dutta, Jayasurya Tadiparthi, Gayathri Shenoy, and Athul Jayakumar devised a “Five Point System” that elevates TCE to Six Sigma levels within the project management community by simplifying, streamlining, and automating the prevailing process.

Stage 1: How can Project Managers streamline and simplify the process within the EMC project management community to attain high levels of customer satisfaction? What changes are needed to alleviate low TCE levels? Should one be looking at a one-off solution or a sustainable model that is capable of delivering enhanced TCE levels resulting in customer delight?

Stage 2: Is it better for Project Managers to work independently in their own style or is it preferable to have a standardized uniform approach when dealing with multiple projects and a wide range of customers and volatile temperaments?

Stage 3: What steps are taken to ensure that TCE remains at an all-time high even in the absence of the primary Project Manager?

Stage 4: Self-realization is the first step toward attaining high quality deliverables; therefore, the following questions should be asked:

• Is the correct process being followed by all the Project Managers?

• Are all Project Managers aware of project management best practices within EMC?

• Does the existing project management methodology have any significant gaps?

• Are we working as a cohesive unit within the iCOE GPS community?

• How can we ensure that only deliverables of the highest quality reach our “Customer(s)”? Do we need to measure quality or do we leave it to chance?

Stage 5: How is the project assignment, workload, utilization, and revenue forecasts being tracked? Is there a necessity to track such criteria and how would one go about reporting the findings? Manual and tedious methods to track measurements are time-consuming and error-prone. How can we overcome such menial jobs?

In this Knowledge Sharing article, the authors delve in to each of the five stages in the project management lifecycle to examine, diagnose, and correct the issues that can undermine delivery of unprecedented levels of TCE.

Read the full article.