Fast-moving Consumer Goods_Human Resources
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1. Analysis background introduction
This case comes from a fast-moving consumer
goods enterprise, which is a world-renowned consumer goods manufacturer, mainly
producing and selling daily consumer goods, including food, beverages, personal
care and household cleaning products. The company has production bases and
sales channels in many countries and regions around the world, and has
thousands of employees. The rapid expansion and diversification of the
company's business has made the employee structure more and more complex and
the management needs more and more diversified.
2. Statement of key issues
The human resources process is complex
and fragmented.There is no unified standard for the
HR process of each region and department. There are differences in the
processes of employee entry, remuneration management, welfare processing,
attendance management, etc. in different regions, resulting in low management
efficiency.
Difficulties in data integration and
decision-making,The HR data standards of different
business units are not unified, and there is a lack of unified data aggregation
and analysis.
Poor employee experience, internal communication is not smooth, the transparency of HR
services is low, and it is difficult for employees to solve problems in time
when using the HR system.
Compliance and compliance risksWith the continuous introduction of new regulations, the HR team
needs to continuously conduct compliance training and policy updates, and the
existing management system fails to effectively support this demand, resulting
in an increase in compliance risks.
3. Analyze the plan
3.1 Determine key data indicators.
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Serial number
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Name of the indicator
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Paraphrase
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Analysis angle
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1
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People's service ratio
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The service ratio (per capita service
ratio) usually refers to the amount of services that each service person
needs to handle, or the number of customers that each service staff can
serve.In some cases, it can also refer to the number of service personnel
corresponding to each customer, which is mainly used to measure the
rationality and service efficiency of resource allocation.
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Service ratio is an important indicator
of team service ability. If the service ratio is too high, it may mean that
the workload of each employee is too large and the service quality may
decline; on the contrary, if it is too low, it may mean a waste of resources
and may not be cost-effective.
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2
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Average daily number of work orders
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The average daily number of work orders
refers to the average number of work orders processed every day. Work orders
can refer to customers' service requests, problem handling, consultations,
etc. This indicator is usually used to measure the workload and work
efficiency of the service team.
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The analysis of the average daily number
of work orders helps to judge the fluctuation trend of customer needs in
different periods of time (such as holidays, promotional seasons, etc.), so
as to adjust human resources and service processes in advance.
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3
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Timeliness of work order processing
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The timely rate of work order processing
refers to the rate of completing work order processing within the specified
time frame. It usually refers to whether the service requests, problem
feedback, etc. submitted by customers are effectively responded to and
resolved within the promised time.
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This indicator reflects the speed of the
service team to respond to customer requests. The higher the timeliness, the
more the enterprise can respond quickly to customer needs and improve
customer satisfaction.
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4
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Satisfaction rate of work order
processing
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The satisfaction rate of work order
processing refers to the proportion of customers' satisfaction score on the
results of work order processing after the completion of work order
processing. It is usually obtained through customer surveys or feedback.
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This indicator reflects the quality of
the services provided by the service team in the process of solving customer
problems. A high satisfaction rate means that the service quality is better.
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5
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Overall service satisfaction
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Overall service satisfaction refers to
the overall level of customer satisfaction with all services provided by the
enterprise or service team, usually measured through customer satisfaction
surveys or scoring tables.
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High overall service satisfaction often
means that customers are more willing to continue to cooperate with the
enterprise and may become a loyal supporter of the enterprise.By improving
overall satisfaction, enterprises can enhance customer stickiness and brand
loyalty.
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6
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Recommended value of NPS product net
value
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NPS (Net Promoter Score) is an indicator
of customer loyalty and customer recommendation willingness. NPS usually asks
customers, "How likely are you to recommend our products to your friends
or colleagues?" To obtain, and divide the customers into recommenders,
passives and devaluators, and finally get a score.
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NPS is a key indicator to measure
customer loyalty and brand recommendation. The higher the value, the higher
the customer is more inclined to recommend brands or products, and the
reputation of the enterprise is better.
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7
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Customer satisfaction
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Customer satisfaction is an indicator
that measures the overall satisfaction of customers with the enterprise,
products, services and other aspects. It is usually measured through customer
satisfaction surveys or scoring systems.
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Customer satisfaction can intuitively
reflect customers' evaluation of various services and products of the
enterprise, and is the barometer of the quality of the company's products and
services.
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8
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Timely rate of salary payment
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The timely rate of salary payment refers
to the proportion of whether all employees receive their salaries on time
within the specified salary payment date.
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Timely salary payment is an important
foundation for employees' trust and satisfaction with the enterprise.
Untimely salary payment will lead to employee dissatisfaction, which will
affect the stability of the enterprise and the loyalty of employees.
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9
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The accuracy rate of salary distribution
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The accuracy rate of salary payment
refers to the accurate proportion of salary payment in the monthly salary.
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The accuracy of salary distribution
directly reflects the professionalism and fairness of enterprises in human
resources management. High accuracy helps employees trust the enterprise,
while low accuracy may lead to employee dissatisfaction, complaints and labor
disputes.
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Ten
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The total number of calls and
consultations
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The total number of call consultations
refers to the total number of service requests that customers consult to
enterprises by telephone or other channels within a certain period of time.
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High inquiries usually mean that the
customer service team needs more resources, and analyzing this data helps to
adjust the configuration of customer service personnel.
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11
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15S response rate
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The 15S response rate refers to the rate
at which the customer service team responds within 15 seconds after the
customer initiates the request, which is usually used to measure the response
speed of the call center or customer service team.
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The higher the response rate, the more
the enterprise can respond to customer needs quickly and improve the customer
experience.
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12
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The solution rate of the first question
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The first question resolution rate refers
to the rate at which the customer can solve the problem directly at the first
contact when he asks for the first time.
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The high resolution rate of the first
question can reduce the workload of the customer service team, save the
company's resources and improve work efficiency.
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Explanation: The indicators selected in
this case are common indicators in the analysis. In the analysis work, priority
should be given to the indicators that have the greatest impact on the business
to ensure that the purpose of the analysis is consistent with the business
objectives and key performance.
3.2 Power BI Visualization Scheme
Note: The DEMO page data is simulated data,
which is for reference only to the analysis angle and Power BI function
display, and does not involve any actual business data.
4. Analysis and interpretation
Service ability: human service ratio. By
analyzing the changing trend of the human service ratio, enterprises can
identify whether they need to strengthen employee training and improve the
efficiency of employees in dealing with problems, so as to provide more
services under the same human resources.
Service situation: number of work orders,
processing efficiency. Through the classification processing of work orders, we
can analyze which types of problems or service links occur frequently, so as to
help enterprises improve service processes or product quality.
Employee experience index: overall service
satisfaction, NPS, customer satisfaction. The improvement of employee
experience not only helps to reduce employee turnover, but also helps to
improve customer satisfaction and form a virtuous cycle.
Timeliness and accuracy of salary payment.
Timely salary payment is conducive to the enthusiasm and loyalty of employees.
Call consulting customer service business:
total consultation, 15S response rate, first question resolution rate. The
improvement of these indicators directly affects the customer experience, which
in turn affects the brand image and customer loyalty of the enterprise.
5. Application effect
Improve the overall management
efficiency of the enterprise,All key indicators are
summarized on one interface. Managers do not need to manually summarize data,
and can obtain the comprehensive operation status of the enterprise in a short
time.
Optimize the customer service experience, indicators such as "timeliness of work order
processing", "first question resolution rate" and "20S
response rate" can help enterprises quickly locate bottlenecks in the
service process. For example, if the 20S response rate decreases, it may mean
that the customer service team is overloaded and needs to increase manpower or
optimize call allocation.
Avoid legal risks:By tracking the "timeliness of salary distribution" and
"accuracy of salary distribution" in real time, we can find and solve
possible problems in the salary payment process in time, and avoid the legal
risks caused by employee salary disputes.
Public opinion monitoring and response:Fluctuations in NPS and overall service satisfaction can reflect
changes in market reputation. If the big screen shows that satisfaction
continues to decline for a certain period of time, it may be necessary to
urgently adopt public relations strategies to prevent the spread of negative
public opinion.