High-Tech Yuga

Delivering value to the Customer and Organization: Ask below question to your self to find the answer. When we are delivering Product or Service? Are we delivering value?  To whom we are delivering value? What value we are delivering? When we are delivering value? All  the above questions are answered in two context, one is customer happiness and organization's ROI ($) . All companies ultimately come down to one element i.e.: MONEY . When customers are happy, good culture, process followed for the quality and timely delivery of the product or service will make (and save) us more money. As a Manager we are in the business for generating money for the customer and improving customer satisfaction. Both are relevant and connected. The actual value will be delivered during every release (scrum), as mentioned in the below chart. As a (Project/Product/Program) manager we need to work on below activities: Creating roadmap Business cases Analyzing the industry and competition Product ...

CSAT is short for Customer Satisfaction , which is a commonly-used key performance indicator used to track how satisfied customers are with your organization's products and/or services. Respondents use the following 1 to 5 scale: 1. Very unsatisfied 2. Unsatisfied 3. Neutral 4. Satisfied 5. Very satisfied Formula to find CSAT: % of satisfied customers = (Number of satisfied customers (4 and 5) / Number of survey responses) x 100 as per the above chart, 6 customers provided 4&5 score and remaining 4 customers provided less than 4.  % of satisfied customers = 6 / 10) x 100 = 60% Follow below tools to measure and improve customer satisfaction and management: 1) Stakeholder register 2) Power and Interest grid sheet 3) Stakeholder management plan 4) Stakeholder communication requirement plan ESAT is short for Employee satisfaction or job satisfaction is, quite simply, how content or satisfied employees are with their jobs. Employee satisfaction is typically measured using an empl...