Диссертация (1138032), страница 26
Текст из файла (страница 26)
Who is responsible for managing employee client centricity?14. Is HR at the ABC Company involved into driving employee client centricity?15.What can HR do to make the ABC Company employees more client centric?168Путеводитель интервью с представителями компаний-клиентов1. Could you say a few words about your role and scope of responsibilities?2. What are your current business priorities, business plans and expectations ofthe ABC Company in this respect?3. How can the ABC Company contribute to your company’s business growth?4.
What kind of the ABC Company associates’ profiles would be able to createmore value for your business now and in the future?5. What competencies do you need most/lack most in the ABC Companyassociates?6. Speaking about the ABC Company associates you are in contact with, whatknowledge/competencies/skills and behaviours: are essential for yourbusiness growth; you value the most; could be brought to the next level?7. What do you understand by client centricity? How would you describe a clientcentric company and a client centric associate?8. Does the ABC Company strive to be client centric? Why?9.
Is it important for the ABC Company associates to be client centric? Why?10. How client centric do you think the ABC Company associates actually are?Is there room for improvement?11.Could you please give some advice around what we could do to make theABC Company associates more client centric?12. Who is responsible for managing employee client centricity?13.
In your opinion, what can HR do to make the ABC Company employees moreclient centric?169Приложение БВопросы анкетыClient Centricity Survey191. Please, select your gender.- Male- Female2. Please, select your age.- 20 years old and less- 21 – 25 years old- 26 – 30 years old- 31 – 35 years old- 36 – 40 years old- 41 – 45 years old- 46 – 50 years old- 51 – 55 years old- 56 – 60 years old- 61 years old and more3. Which field was your university/high school degree in?- Economics/Business Administration- Management/Marketing- Natural Sciences- Humanities- Other:4. How long have you been with your current employer?- 1 year and less- 2-3 years- 4-5 years- 6-7 years19Unless specified differently a 7-point Likert scale is used.170- 8-9 years- 10 years and more5. Please, select your job level.- entry-level position- client service associate- senior client service associate- manager/director-level- associate with no direct reports- manager/director-level- associate with direct reports- other:6.
Please, indicate the number of clients you work on:- 1 - 2 clients- 3 – 5 clients- 6 – 10 clients- 10 and more clients7. Do you focus on 1- 2 key (most important) clients for the company?- yes, I spend more than 50% of my time on the company's key clients- yes, I spend less than 50% of my time on the company's key clients- no, I do not work with the company's key clients- other:8. Please, specify your current location (the country you are based in now).- Brazil- China- France- Germany- Great Britain- India- Ireland- Italy171- Mexico- Russia- South Africa- Spain- USA9. Please, specify to what extent you agree/disagree with the following statements:- I have a high level of knowledge of the company’s systems and software.- I have deep knowledge of the company’s methodology.- I have advanced analytical skills and always feel confident working with thecompany’s data.- I always provide the client with actionable insights based on data analysis.- I know our product and service portfolio quite well and can consult thecompany’s clients on these.- I have a good understanding of the clients’ business and their competitiveenvironment.- After a client brief I can suggest a solution meeting the client’s needs.- I always fully deliver on my client commitments in a timely manner.- I have extensive social skills (e.g.
communication, influencing skills etc.).- I always consider my client’s perspective.- I am good at developing long-term relations with clients.- If I do not agree with the client’s point of view, I challenge it providingsupporting evidence.10. Please, specify to what extent you agree/disagree with the following statements:- I try to figure out what my client’s needs are.- I have the client’s best interests in mind.- I try to bring a client with a problem together with a product/service that helpshim or her solve that problem.- I offer the product/service that is best suited to the client’s problem.- I try to find out what kind of product/service would be most helpful to a client.- I try to sell as much as I can rather than to satisfy a client.172- It is necessary to stretch the truth in describing a product to a client.- I try to sell a client all I can convince them to buy, even if I think it is morethan a wise client would buy.- I paint too rosy a picture of my product/service to make them sound as goodas possible.- I decide what product/service to offer on the basis of what I can convinceclients to accept, not on the basis of what will satisfy them in the long run.- I am always highly motivated to bring value to my clients and do what is bestfor them.- It is important for me to win respect and trust on the part of my clients.11.
Which motivates you more?-the revenue that the project/client brings-client satisfaction12. Please, specify to what extent you agree/disagree with the following statements:- I feel a great sense of personal satisfaction when I do my job well.- My work gives me the feeling of accomplishment.- My job increases my feeling of self-esteem.- My work contributes to my personal development.13. Please, specify to what extent you agree/disagree with the following statements:- I am satisfied with my coworkers.- I am satisfied with my manager(s).- I am happy with the policies and procedures that exist within the company Iwork for.- I am satisfied with my income.- I am satisfied with the promotional opportunity(ies) in this job.- All in all, I am satisfied with my job.14.
Please, specify to what extent you agree/disagree with the following statements:- I am allowed to decide autonomously in client matters.- I have appropriate room for maneuver in solving client problems.173- In the case of client requests, I do not always need to ask my manager forpermission.- The company’s processes and procedures are formalized to a large extent andI usually follow written work rules for my job.- The company’s processes and procedures are little formalized, therefore, Ioften rely on my own vision, experience etc.- I can ask advice from any other employee, who, in my opinion, could helpme.- I often leverage my internal (company) network to deliver high-qualityservice to my clients.15.
Please, specify to what extent you agree/disagree with the following statements:- Roles of client service and back-office (non-client facing) teams are clearlydefined.- Responsibilities of client service and back-office (non-client facing) teams areclearly defined.- I have got full clarity about my role and responsibilities.- Although I work in client service I often have to do/complete back-office(non-client facing) teams’ work.- The company I work for is committed to recruiting client-centric associates.- The company I work for is committed to providing client service associateswith a lot of on-the-job training on client-centricity, client relationshipmanagement and client engagement.- The company I work for is committed to providing client service associateswith opportunities to attend classroom trainings/conferences/leadershipforums on client centricity and driving client engagement.- The company I work for is committed to providing client service associateswith online client excellence trainings.16.
Please, specify whether you agree or disagree with the following statements byselecting either "Yes" or "No":174- When I interviewed for a job at this company my ability to establish anddevelop relations with clients was assessed.- I get a lot of on-the-job training on client centricity, client relationshipmanagement and client engagement.- I have attended a classroom training/conference/leadership forum on clientcentricity and driving client engagement.- I have completed online client excellence trainings.17.
Please, tick the trainings you have completed (during your employment history):- analytical skills;- methodology of working with the company’s data;- the company’ systems and software;- communication skills;- influencing skills;- client engagement skills;- none of the above.18. Please, tick the trainings you would like to complete:- analytical skills;- methodology of working with the company’s data;- the company’ systems and software;- communication skills;- influencing skills;- client engagement skills;- none of the above.19.
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