TPI Corporate Scores Survey & MS Services

Corporate Scores The International Assessment and Evaluation Center Leading with Focus‌Managing by Facts

About Us

Strategy & Planning

Team Power International (TPI) is a team-based,

knowledge

driven

management consulting firm. TPI has been

providing

strategic

Human Resources & Talent Management

Business Excellence

Training & Qualification

Stakeholders Relations & Customer Service Excellence

Leadership Development

Initiative Execution

and

performance management consulting

and training services for more than 20 years for most of the government organizations in Dubai, Abu Dhabi and UAE federal ministries, as well as a large number of organizations in the private sector. Our primary services include the following key areas:

Corporate Performance & BSC

Sustainable Innovation

(DGEP, ADAEP, EFQM, DQA, SKEA etc.)

Corporate Scores (Surveys, Audit, and Assessments)

Corporate Scores Services

Surveys & Feedback

Assessments

Audits

Analysis

CORPORATE SCORES – Our Mission & Vision Integrity Results

Responsiveness

Vision Leading with Focus, Managing by Facts

Mission

Performance

Providing management by facts consulting services through strategic and operational assessments, performance audits, and stakeholders’ surveys to enhance leadership insights and add value to their decision making process and results.

Governance

Our Customers Value Proposition Accuracy Of Data & Analysis

Relevant Information

Qualified Recommendations

Confidentiality

Integrity of Information

Speed & Responsiveness

Our Customer Value Proposition

Competent Team

Effective Communication

Timely & Quality Deliverables

Our Customers Value Proposition

Providing management with factual consulting services through strategic and operational assessments, performance audits, and stakeholders’ surveys to enhance leadership insights and add value to the decision making process and results

Stakeholders Identification & Mapping Proper identification and involvement of stakeholders who are affected by or have an interest in any project, initiative, intervention, or effort to ensure better processes buy-in. It strengthens support where there is an opposition, a better understanding of their needs would guarantee the success of any effort since organizations will be able to anticipate and respond to the stakeholders’ different needs and expectations.

Surveys & Feedback

Customer centric organizations that want to build and maintain a strong market position realize the importance of gaining an understanding of what their stakeholders think, feel and do in relation to meeting their needs and expectations. Team Power International conducts surveys and opinion polls to identify business opportunities and problems by generating, refining and evaluating marketing and customer service actions then to improve upon the understanding of the entire business and industry, from questionnaire design, implementation, analysis, professional recommendation and reporting. Our consultants will assist you in determining what your customers think of your organization and your services.

1. Stakeholder surveys - Services

1.1 Employee Satisfaction Survey

1.2 Customer Satisfaction Survey

1.3 Community Satisfaction Survey

1.4 Strategic Partner Satisfaction Survey

1.5 Supplier Satisfaction Survey

1. Stakeholders Surveys Information is the lifeblood of businesses today and organizations live and die by information or the lack thereof. Surveys are one of the primary tools for equipping organizations with the information needed to make value-added decisions. When applied correctly, surveys can reduce the number of services and risks a company

faces, as well as generate insights about employees, customers, suppliers, communities, investors, and strategic partners, and align organizational programs with target stakeholders. When surveys are performed poorly, this can derail the organization’s strategy and generate misguided services and organization plans.

EFQM Excellence Criteria

1.1 Employee Satisfaction Survey Employee satisfaction surveys provide management with the knowledge required to build positive employee relations and work environment. A strong correlation

exists between employee satisfaction and customer's perceptions of the quality of their service, measured in terms of their intent to return and to recommend the

service to others. Employee dissatisfaction can negatively affect quality of service and have an adverse effect on customer loyalty and, thus profitability. Employee attitudes, loyalty, workplace climate, and competitive

intelligence are key indicators for employee retention, satisfaction, and productivity.

Organizations who focus on creating and reinforcing employee satisfaction get the most value out of their human capital.

1.2 Customer Satisfaction Survey Customers are the key to every organization’s success. It is important to gain this critical insight to grow the organization’s business with a customer satisfaction survey. Direct contact with customers indicates which areas of an organization are performing positively or which are not. Knowing what keeps customers coming back is the key to an organization’s long-term success. The value of loyalty is realized when customers start talking about the organization and generating additional customers by referring your organization to others.

UAE 7 star Customer Service UAE 7 Star Customer Service System

Excellence

Performance

Exceeding Customer Expectations

Customer Centricity

Strategic Alignment

Procedures and Protocols

Customer Experience

Services

Empowerment

Service Delivery Channels

Evaluation

Authority

Service Efficiency & Innovation

People

Team Power International consultants will help you prepare and ensure your organization is meeting the set standards, aimed to provide a high quality customer experience across all service delivery channels for the organization.

Technology

Dubai Model Customer Service Excellence Rating

Adding Value

Service Improvement Culture

Customer Perspective Service Stars Achieving Service Excellence

Customer Experience

Customer Satisfaction

Customer Centricity

Service Charter Efficiency & Effectiveness

Government Efficiency

1.3 Community Satisfaction Survey A community satisfaction survey provides

an easy, cost-effective way for leaders of organizations to gather feedback and suggestions from their surrounding community. Survey results provide information and insight for setting priorities and preparing budgets based on feedback.

Community feedback often identify ways to reduce costs, improve services and generate more service value.

1.4 Strategic Partner Satisfaction Survey A strategic partner satisfaction survey provides an organization with feedback on its activities and allows the organization to assess its role in the economic and social environment. This survey involves some organizational factors like organizational culture changes and internal process changes. The evolution of results over time proves whether new policies, actions and measures have had a positive impact on the way the organization communicates and deals with its partners. It provides the

organization with their respective partners’ point-of-view and a baseline for potential partners and prospects.

1.5 Supplier Satisfaction Survey A supplier satisfaction survey identifies several Key Performance Indicators (KPI), including strengths, weakness and opportunities for improvement in the organization’s supplier management efforts. Supplier relationships are often a key component to an organization’s competitive advantage and need to be maintained similarly to other key stakeholders as a critical area to an organization’s success (i.e. suppliers provide consistent preferential treatment

and investment to good customers).

Methods of Survey Data Collection Face-toFace Intervie ws

Telephone Interviews

Useful where timeliness is a factor and length of survey is limited.

Least expensive but most effective when directed at specific groups. Low response rate.

Fax, Email, Online Surveys

Most expensive method; useful when complex info is required. High response rate.

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Survey Project Phases 1. Project Planning & Data Gathering 2. Develop Survey Questionnaires & Report Format 3. Survey Distribution & Collection 4. Data Verification & Statistical Analysis 5. Performance Gap Review, Management Recommendations & Final Report

6. Project Timeframe & Duration

2. Mystery shopping Our mystery shopping program provides a range of consulting services which are carried out confidentially for the purpose of assessing a customer's journey with an

organization.

Our qualified mystery shoppers observe and report on the consistency in customer experience and service delivery on key interaction points through various channels

including, but not limited to the frontline staff, signage, parking, accessibility, office hours, health and safety, facilities, etc. Call centers are likewise evaluated in terms of the organization’s SLAs, SMS, etc., as well as

assessments of the design and availability of e-services, complaints, suggestion system and the organization’s web presence.

2. Mystery Shopper Program 1

2

Staff – Personnel Assessment

3

Utilities – Facilities & Product Presentation

5

E-Services – Website / E-mail

4

Care – Customer Experience

6

Support Systems – Technology / Automation

Convenience – Customer Satisfaction

7

Style – Customer Excellence

2. Mystery Shopper Program Mystery shopping is a research method used to observe and evaluate various aspects of a business.

A mystery shopper documents the customer experience and uses the business’ standards and expectations as the metric for evaluation. It is meant to be an independent and objective means of gathering information from the customer’s perspective. Mystery shopping collects factual information on what happened or didn’t happen, was said or not said, was present or missing – during their visit. Our approach to Mystery Shopping is SUCCESS – Staff, Utilities, Care, Convenience, E-services, Support Systems, Style – ensuring that we cover all areas of business in the organization and provide feedback from all perspectives. Team Power International will be your partner in building a mystery shopper program tailored to your needs. Aside from our reporting capabilities, we also ensure you receive your data in the fastest and most efficient manner available, and that the data received is accurate, actionable and comparative.

2. Mystery Shopper Program 1 Staff – Personnel Assessment

3 Care – Customer Experience

By assessing your organization’s personnel through use of a mystery shopper, you can establish if your standards are implemented and followed by your staff, assess their interaction with your customers through phone, face-to-face interactions and overall professionalism.

The mystery shopper for customer experience will follow the customer journey and will focus on the touch-points previously identified to ensure that all steps are followed and discrepancies are identified for which corrective action will be set.

2 Utilities – Facilities & Product Presentation

4 Convenience – Customer Satisfaction

The Mystery Shopper assessment on utilities will focus on the products presented to your customers, as well as the facilities within your organization. This is meant to point out the pitfalls and ensure corrective actions are taken in order to align and in time exceed the standards.

By looking at customer satisfaction through the mystery shopper program, we will identify areas of success and functions necessitating improvement as per the customer needs and requirements.

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4. Mystery Shopper Program 5 E-Services – Website

7 Style – Customer Excellence

Companies need the information that mystery shoppers gather in order to effectively improve and maintain customer service standards. Websites are a vital part when interacting with your customers and having the correct information, updated and in a user-friendly format can make a huge impact on your organization’s customer satisfaction.

Providing customer service excellence is what will keep your customers regularly returning. The feedback from our Mystery Shopper Assessment will give you the skills needed to communicate professionalism, gain respect, enhance customer relationships, and secure an overall competitive advantage through customer service excellence.

6 Support Systems – Technology / Automation With the requirement and initiative of having automated systems in all organizations, it is very important to continually assess the automated systems and the technology used. Through the mystery shopper program dedicated for this, you can analyze the effectiveness and efficiency of your automated systems and technology at the point of contact with your customers.

Contact us Su Kanakri – Managing Partner

su@teampower.ae +971 50 8808015

P.O. Box 34970 Dubai, United Arab Emirates +971 4 2941288 +971 4 2941228

www.teampower.ae, www.tpidubai.com www.strategictalk.com