PREPARED FOR

PROJECT DEMO 19th June,2011

INDIRA COLLEGE OF ENGINEERING AND MANAGEMENT

CSAT DASHBOARD AND DASHBOARD FRAMEWORK

Submitted by

Project Guide Prof. Manjusha Jain.

DEPARTMENT OF INFORMATION TECHNOLOGY 2010-11

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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

AGENDA

INTRODUCTION WHAT IS CSAT AND VOC? NEED OF PROJECT LITERATURE SURVEY ARCHITECTURE MODULES SNAPSHOTS ADVANTAGES AND DISADVANTAGES TECH. SPEC FUTURE SCOPE APPLICATIONS CONCLUSION REFERENCES
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INTRODUCTION

CSAT Dashboard is a system that takes ratings for projects from their customers as input and displays the information in tabular format, which makes it easy to analyze. In Dashboard framework, the project manager rates his various projects on many parameters such as zero defect deliveries, schedule variance, effort variance, productivity etc. Ratings given to these parameters can be viewed graphically for convenience of the manager.
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INTRODUCTION
WHAT IS CSAT AND VOC

WHAT IS CSAT?
Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Customer satisfaction is an ambiguous and abstract

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WHAT IS CSAT AND VOC

WHAT IS VOC? Voice of the customer (VOC) is a term used in business to describe the process of capturing a customer's requirements. Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives.

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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

WHY CUSTOMER SATISFACTION IS SO IMPORTANT?

The three imperatives to improve customer satisfaction: Design the right offers and experiences for the right customers. Deliver these propositions by focusing the entire company on them with an emphasis on cross-functional collaboration. Develop their capabilities to please customers again and againby such means as revamping the planning process, training people in how to create new customer propositions, and establishing direct accountability for the customer experience. Each of these "Three Ds" draws on and reinforces the others.

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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

NEED OF PROJECT

Currently, the CSAT gathering process at KPIT is manual and relatively inefficient. Being a manual process it is error prone and consumes a lot of time. It also requires considerable amount of manpower. This decreases the productivity. Analysis of data becomes difficult as data has to be viewed from databases. So it also becomes necessary to develop a graphical representation for the CSAT data. The system helps in centralization and collation of data. Also analysis is made easy and the company can leverage on data analysis thereby arriving at easy logical conclusions for each of the specific geographies.

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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

LITERATURE SURVY

Cardozos (1965) classic article first introducing term customer satisfaction Oliver (1981) -An evaluation of the surprise inherent in a product acquisition and/or consumption experience. LaBarbera and Mazursky (1983)-Post purchase evaluation. Cited Olivers (1981) definition: An evaluation of the surprise inherent in a product acquisition and consumption experience Westbrook and Reilly (1983)- An emotional response to the experiences provided by and associated with particular products or services purchased, retail outlets, or even molar patterns of behavior such as shopping and buyer behavior Oliver (1997) - everyone knows what [satisfaction] is until asked to give a definition. Then it seems, nobody knows(p. 13)
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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

ARCHITECTURE

Fig. 1:Ovarall system architecture

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MVC ARCHITECTURE

Fig no.2 MVC Architecture

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MVC ARCHITECTURE

MVC is the WebApp infrastructure that decouples UI from WebApp functionality and information content. Model: It contains all application specific content and processing logic, also content objects, access to external data and processing functionality.

View: It contains all the interface specific functions and enables the presentation of content.
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MVC ARCHITECTURE

Controller:

In the MVC design pattern, application flow is mediated by a central controller. o The controller manages access to the model and view and flow of data between them. o The controller is the means by which the user interacts with the web application. o The controller is responsible for the input to the model.
o

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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

MODULES

CSAT dashboard
In this module, we calculate CSAT coverage according to number

of eligible respondents and feedback received from them. Average rating for each also gets calculated from this information. We can view detailed ratings project wise, month wise and customer wise, total no of projects from different departments, view ratings given to a project on various parameters as responsiveness, Quality of Deliverables, Communications, Knowledge & Skills, Project Duration vs. Plan, Project Expense vs. Plan, Staff Changes etc.

Employee ratings dashboard

This module is used to assess the employee according to ratings

given to him on various parameters like communication, skills and knowledge , efforts put on work etc. According to these ratings appraisal is decided for him.
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SEQ. DIAGRAM FOR CSAT DASHBOARD

5/1/2012

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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

MODULES

Dashboard framework
This module gives information about the ratings given

by the project manager for a particular project. The ratings are given for parameters like C-SAT Rating, Effort Distribution, VOC, Zero Defect Deliveries, Effort Variance, On-Time Deliveries etc.

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SEQUENCE DIAGRAM FOR DASHBOARD FRAMEWORK

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Dashboard Framework Parameters

Parameters:

o
o o o o o o

Voc Zero Defect Deliveries Ontime Deliveries Schedule Variance Productivity Effort Variance Value Addition
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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

ADVANTAGES AND DISADVANTAGES

ADVANTAGES
As the system uses 0-5 scale for all projects

no conversion is necessary for ratings. Less manpower is required. By changing assessment parameters, we can use the same system for other organizations other than software organizations.

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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

DISADVANTAGES
The rating completely depends upon customer There are few things which affect the ratings wiz.

Customers mood at the time of giving rating

His first impression of the company or its

employees Feedback given by others

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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

PLATFORM SPECIFICATIOS

JAVA TECHNOLOGIES

SERVLETS JSP STRUTS APACHE TOMCAT SERVER MVC ARCHITECTURE

Oracle 10g NetBeans IDE Apache Tomcat Server

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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

FUTURE SCOPE

In this various users, standing in a particular authority hierarchy, can view data according to their level of authority. According to that various forms are developed Authorities:
LOB-WISE DM-WISE

In LOB-WISE module the particular authority can view the graph of project from which he get know easily about the level of the project or the progress of the project, so according to that he can take the appropriate action so that he can improve the process method to increase the process level so that the quality of project will also increase. According to authority level the particular higher authority can view the data. EmailingSystem.

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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

APPLICATION AND CONCLUSION

Getting the Voice of Customer and measuring Customer Satisfaction in the most effective manner Development of an automated workflow system for CSAT gathering process Customer feedback will be taken by an automated system wherein CSAT analysis will be easier. Customer will be able to view the status of his queries raised & suggestions implemented. Enhance the coverage of CSAT gathering process Development of an automated workflow system for CSAT gathering process An automated system for feedback will send the CSAT form to all customers on a prescribed date.

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CSAT DASHBOARD AND DASHBOARD FRAMEWORK

REFERENCES

Gitman, Lawrence J.; Carl D. McDaniel (2005). The Future of Business: The Essentials. Mason, Ohio: South-Western. ISBN 0324320280. John, Joby (2003). Fundamentals of CustomerFocused Management: Competing Through Service. Westport, Conn.: Praeger. ISBN 9781567205640. Kessler, Sheila (2003). Customer satisfaction toolkit for ISO 9001:2000. Milwaukee, Wis.: ASQ Quality Press. ISBN 0873895592. Johnson, Michael D.; Anders Gustafssonb, Tor Wallin Andreassenc, Line Lervikc and Jaesung Cha (2001). "The evolution and future of national customer satisfaction index models". Journal of Economic Psychology 22 (2): 217245. doi:10.1016/S01674870(01)00030-7. ISSN 0167-4870.
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