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Managing Operations

What is Operations Management [Theory & Practice]?

Operations management is the administration of business practices aimed at ensuring maximum efficiency within a business, which in turn helps to improve profitability.

It involves resources from staff, materials, equipment, and technology, converting these inputs into efficient and effective outputs on both day-to-day and strategic levels within an organization.

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Setting up KPIS

Key Performance Indicator (KPI) Definition

A Key Performance Indicator is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs at multiple levels to evaluate their success at reaching targets. High-level KPIs may focus on the overall performance of the business, while low-level KPIs may focus on processes in departments such as sales, marketing, HR, support and others.

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Customer Service SOP Setup & Implementation for each channel communications

What is Customer Service?

Customer service is the process of ensuring customer satisfaction with a product or service. More often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of an in-person interaction, a phone call, self-service systems, or by other means. Customer service is an enormously important part of maintaining ongoing client relationships,  which are key to continuing revenue. Ideally, customer service should be a one-stop endeavor for the consumer. …..

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(Training Needs Assessment) Highly tailored customized training

“Training Needs Assessment” (TNA) is the method of determining if a training need exists and, if it does, what training is required to fill the gap. TNA seeks to identify accurately the levels of the present situation in the target surveys, interview, observation, secondary data and/or workshop. The gap between the present status and desired status may indicate problems that in turn can be translated into a training need.

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Data Analysis & Reporting

Reporting: The process of organizing data into informational summaries in order to monitor how different areas of a business are performing.

Analysis: The process of exploring data and reports in order to extract meaningful insights, which can be used to better understand and improve business performance.


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Customer Satisfaction Measurement & Management

Customer satisfaction has been one of the top tools for a successful business. Customer satisfaction is defined as an overall evaluation based on the total purchase and consumption experience with the good or service over time (Fornell, Johnson, Anderson, Cha & Bryant 1996).

With marketing, customer satisfaction also comes along with it which means it ascertains the expectation of the customer on how the goods and services are being facilitated by the companies. Actionable information on how to make customers further satisfied is therefore, a crucial outcome (Oliver 1999.)

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Quality Assurance

A Quality assurance specialist ensures that the final product observes the company’s quality standards. In general, these detail-oriented professionals are responsible for the development and implementation of inspection activities, the detection and resolution of problems, and the delivery of satisfactory outcomes

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Selecting appropriate channels of communication to collect VOC (Hotline/Chat/Social Media/Email/SMS/Mobile App/WhatsApp/Self Service)

What is VOC in Customer Service?

Voice of the customer (VOC) is the component of customer experience (CX) and customer satisfaction (CSAT) that focuses on the perception of a customer’s needs, wants, expectations and preferences. Insights from VOC data should then be used to inform actions in most businesses, the quality of customer experience is a key differentiating factor against competitors. Therefore, VOC is important for ensuring that customer input is requested and valued.

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Setting Up CRM Software, Workflows, & CRM Implementation

A Customer Relationship Management (CRM) software allows you to manage sales leads, convert them into customers and track sales & aftersales performance & customer behavior. To set up a CRM for your startup, you first need to determine the following about your business:

  1. Your customer journey from lead to active customer
  2. How you want to differentiate, if at all, among potential customers within your sales process
  3. The software you will use for your CRM

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