The main points to set up KPI is sequential, planned and systematic. To develop customer KPIs, there are six steps need to be completed.
First, ensure a clear corporate strategy and business strategic objectives (Parmenter, 2010). Have a clear strategy objective is the excellent beginning to develop KPIs. Corporate strategy focuses on where the company 's resources should be used, and the purpose is to maximize the value of the resources of the company control. Business strategy is concerned with how to compete in the established market, such as how to increase the number of customers. For Huawei, the strategic objective has been ensured that attract more customers to be loyal and increase the number of customers.
Second, determining the …show more content…
In this process, manager need to decompose into more detailed KPIs and ensure performance measure of every department, and these performance measurement is the basis of staff assessment. Net Promote Score need to be surveyed by the front office staffs or customer service department. These staff need to ask customers whether they will recommend Huawei 's products to others, and then count the number of customers who do not recommend to others. After this, use the formula: Promoters percentage - Detractors percentage = NPS (Mackintosh, 2015). For Customer Satisfaction, there are three departments to improve it. The staff of front office need to improve professional knowledge to answer any question about products, and staff need to record the time of the service response speed . Logistics department need to optimize supply chain in order to the products can be sent quickly to customers, and record the times of perfect delivery. Customer service department need to survey how customers are satisfied to Huawei 's products and service and record the level from one to five according to customer …show more content…
It just need the staff of front office record how long they can react after customer are confused about the products.
Thirdly, the percentage of perfect delivery can improve the delivery quality and efficiency. Perfect delivery means the product which is can be sent on time and no any quality or quantity problem. Logistics department need to record the time of perfect delivery and the number of all delivery to get the percentage of perfect delivery.
Finally, managers can set a evaluation standard to score customer satisfaction. The simplest method is account the number of the customers who are satisfied for Huawei 's products and the number of all customers. After this, managers can calculate the percentage of the customers who are satisfied for Huawei 's products, and the percentage is the customer
First, ensure a clear corporate strategy and business strategic objectives (Parmenter, 2010). Have a clear strategy objective is the excellent beginning to develop KPIs. Corporate strategy focuses on where the company 's resources should be used, and the purpose is to maximize the value of the resources of the company control. Business strategy is concerned with how to compete in the established market, such as how to increase the number of customers. For Huawei, the strategic objective has been ensured that attract more customers to be loyal and increase the number of customers.
Second, determining the …show more content…
In this process, manager need to decompose into more detailed KPIs and ensure performance measure of every department, and these performance measurement is the basis of staff assessment. Net Promote Score need to be surveyed by the front office staffs or customer service department. These staff need to ask customers whether they will recommend Huawei 's products to others, and then count the number of customers who do not recommend to others. After this, use the formula: Promoters percentage - Detractors percentage = NPS (Mackintosh, 2015). For Customer Satisfaction, there are three departments to improve it. The staff of front office need to improve professional knowledge to answer any question about products, and staff need to record the time of the service response speed . Logistics department need to optimize supply chain in order to the products can be sent quickly to customers, and record the times of perfect delivery. Customer service department need to survey how customers are satisfied to Huawei 's products and service and record the level from one to five according to customer …show more content…
It just need the staff of front office record how long they can react after customer are confused about the products.
Thirdly, the percentage of perfect delivery can improve the delivery quality and efficiency. Perfect delivery means the product which is can be sent on time and no any quality or quantity problem. Logistics department need to record the time of perfect delivery and the number of all delivery to get the percentage of perfect delivery.
Finally, managers can set a evaluation standard to score customer satisfaction. The simplest method is account the number of the customers who are satisfied for Huawei 's products and the number of all customers. After this, managers can calculate the percentage of the customers who are satisfied for Huawei 's products, and the percentage is the customer