Csat Dashboard and Dashboar1

PREPARED FOR

PROJECT DEMO19th June,2011

INDIRA COLLEGE OF ENGINEERING AND MANAGEMENT

“CSAT DASHBOARD AND DASHBOARD FRAMEWORK”

Submitted by

Project GuideProf. Manjusha Jain.

DEPARTMENT OF INFORMATION TECHNOLOGY2010-11

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AGENDA

INTRODUCTIONWHAT IS CSAT AND VOC?NEED OF PROJECT

LITERATURE SURVEY ARCHITECTURE MODULES SNAPSHOTS ADVANTAGES AND DISADVANTAGES TECH. SPEC FUTURE SCOPE APPLICATIONS CONCLUSION REFERENCES

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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

DEPARTMENT OF INFORMATION TECHNOLOGY

INTRODUCTION CSAT Dashboard is a system that takes

ratings for projects from their customers as input and displays the information in tabular format, which makes it easy to analyze.

In Dashboard framework, the project manager rates his various projects on many parameters such as zero defect deliveries, schedule variance, effort variance, productivity etc.

Ratings given to these parameters can be viewed graphically for convenience of the manager.

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INTRODUCTIONWHAT IS CSAT AND VOC

WHAT IS CSAT?

Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.

In a competitive marketplace customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

Customer satisfaction is an ambiguous and abstract

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WHAT IS CSAT AND VOC

WHAT IS VOC?

Voice of the customer (VOC) is a term used in business to describe the process of capturing a customer's requirements.

Voice of the Customer is a market research technique that

produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives.

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WHY CUSTOMER SATISFACTION IS SO IMPORTANT?

The three imperatives to improve customer satisfaction: Design the right offers and experiences for the right

customers. Deliver these propositions by focusing the entire company

on them with an emphasis on cross-functional collaboration.

Develop their capabilities to please customers again and again—by such means as revamping the planning process, training people in how to create new customer propositions, and establishing direct accountability for the customer experience.

Each of these "Three Ds" draws on and reinforces the others.

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NEED OF PROJECT

Currently, the CSAT gathering process at KPIT is manual and relatively inefficient. Being a manual process it is error prone and consumes a lot of time. It also requires considerable amount of manpower. This decreases the productivity.

Analysis of data becomes difficult as data has to be viewed from databases. So it also becomes necessary to develop a graphical representation for the CSAT data.

The system helps in centralization and collation of data. Also analysis is made easy and the company can leverage on data analysis thereby arriving at easy logical conclusions for each of the specific geographies.

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LITERATURE SURVY Cardozo’s (1965) classic article first introducing term

customer satisfaction Oliver (1981) -An evaluation of the surprise inherent in a

product acquisition and/or consumption experience. LaBarbera and Mazursky (1983)-Post purchase evaluation.

Cited Oliver’s (1981) definition: An evaluation of the surprise inherent in a product acquisition and consumption experience

Westbrook and Reilly (1983)- “An emotional response to the experiences provided by and associated with particular products or services purchased, retail outlets, or even molar patterns of behavior such as shopping and buyer behavior”

Oliver (1997) -“ everyone knows what [satisfaction] is until asked to give a definition. Then it seems, nobody knows”(p. 13)

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ARCHITECTURE

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Fig. 1:Ovarall system architecture

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MVC ARCHITECTURE


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Fig no.2 MVC Architecture

MVC ARCHITECTURE

MVC is the WebApp infrastructure that decouples UI from WebApp functionality and information content.

Model: o It contains all application specific content and processing

logic, also content objects, access to external data and processing functionality.

View:o It contains all the interface specific functions and

enables the presentation of content.


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MVC ARCHITECTURE Controller:

o In the MVC design pattern, application flow is mediated by a central controller.

o The controller manages access to the model and view and flow of data between them.

o The controller is the means by which the user interacts with the web application.

o The controller is responsible for the input to the model.


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MODULES CSAT dashboard

In this module, we calculate CSAT coverage according to number of eligible respondents and feedback received from them. Average rating for each also gets calculated from this information.

We can view detailed ratings project wise, month wise and customer wise, total no of projects from different departments, view ratings given to a project on various parameters as responsiveness, Quality of Deliverables, Communications, Knowledge & Skills, Project Duration vs. Plan, Project Expense vs. Plan, Staff Changes etc.

Employee ratings dashboard This module is used to assess the employee according to ratings

given to him on various parameters like communication, skills and knowledge , efforts put on work etc. According to these ratings appraisal is decided for him.


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SEQ. DIAGRAM FOR CSAT DASHBOARD


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MODULES

Dashboard frameworkThis module gives information about the ratings given

by the project manager for a particular project. The ratings are given for parameters like C-SAT Rating, Effort Distribution, VOC, Zero Defect Deliveries, Effort Variance, On-Time Deliveries etc.


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SEQUENCE DIAGRAM FOR DASHBOARD FRAMEWORK


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Dashboard Framework Parameters

Parameters:o Voco Zero Defect Deliverieso Ontime Deliverieso Schedule Varianceo Productivityo Effort Varianceo Value Addition


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ADVANTAGES AND DISADVANTAGES

ADVANTAGESAs the system uses 0-5 scale for all projects

no conversion is necessary for ratings.Less manpower is required.By changing assessment parameters, we

can use the same system for other organizations other than software organizations.


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DISADVANTAGES

The rating completely depends upon customer

There are few things which affect the ratings wiz.Customers mood at the time of giving ratingHis first impression of the company or it’s

employeesFeedback given by others


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PLATFORM SPECIFICATIOS

JAVA TECHNOLOGIES• SERVLETS• JSP• STRUTS• APACHE TOMCAT SERVER• MVC ARCHITECTURE

Oracle 10g NetBeans IDE Apache Tomcat Server


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FUTURE SCOPE In this various users, standing in a particular authority

hierarchy, can view data according to their level of authority. According to that various forms are developed Authorities: LOB-WISE DM-WISE

In LOB-WISE module the particular authority can view the graph of project from which he get know easily about the level of the project or the progress of the project, so according to that he can take the appropriate action so that he can improve the process method to increase the process level so that the quality of project will also increase.

According to authority level the particular higher authority can view the data.

EmailingSystem.


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APPLICATION AND CONCLUSION

Getting the Voice of Customer and measuring Customer Satisfaction in the most effective manner

Development of an automated workflow system for CSAT gathering process

Customer feedback will be taken by an automated system wherein CSAT analysis will be easier.

Customer will be able to view the status of his queries raised & suggestions implemented. Enhance the coverage of CSAT gathering process

Development of an automated workflow system for CSAT gathering process An automated system for feedback will send the CSAT form to all customers on a prescribed date.


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REFERENCES Gitman, Lawrence J.; Carl D. McDaniel (2005). The

Future of Business: The Essentials. Mason, Ohio: South-Western. ISBN 0324320280.

John, Joby (2003). Fundamentals of Customer-Focused Management: Competing Through Service. Westport, Conn.: Praeger. ISBN 9781567205640.

Kessler, Sheila (2003). Customer satisfaction toolkit for ISO 9001:2000. Milwaukee, Wis.: ASQ Quality Press. ISBN 0873895592.

Johnson, Michael D.; Anders Gustafssonb, Tor Wallin Andreassenc, Line Lervikc and Jaesung Cha (2001). "The evolution and future of national customer satisfaction index models". Journal of Economic Psychology 22 (2): 217–245. doi:10.1016/S0167-4870(01)00030-7. ISSN 0167-4870.


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Csat Dashboard and Dashboar1

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