Case Studies

Inter-departmental Satisfaction Study - Industrial process engineering

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Identifying the gaps  within departments and understanding the current level of performance efficiency

 
 
 
 
 
 
Every organization aims to maximize its productivity by enhancing communication and feedback among its internal and external customers. Internal customer satisfaction (ICS) is used to monitor and understand the satisfaction quotient among employees from different departments of an organization

Our Client is a global leader in measurement instrumentation, services and solutions for industrial process engineering. They had a specific requirement to measure how satisfied internal customers(employees) are within a department or team and improve it further
 
Our Approach
 
In order to enable greater performance and increased engagement, we initiated a 'SAHYOG' program which helped us identify gaps within departments and current level of performance efficiency. The study was focused on 3 aspects current good practices, current gap areas, expected performance level.  
Top Highlights of the Study
  • The study revealed there was a positive synergy among the teams and departments with an overall index score of 71%
  • The HR department was found to be highly supportive and prompt in providing solutions to queries and other requirements, however the employees felt there was partiality among the departments
  • The marketing department was suggested to work on their internal communication and carry out regular visits to all the locations
  • The Project department needed to improve their ability to handle crisis situations and anticipate possible risks & delays

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