Welcome to another episode of ByteSize Project Management, a podcast about all things project, program, and IT service management. As always, I’m George and I work for Training ByteSize, a family-run training provider with a passion for project management. Our podcasts will bring you top tips, such as how to pass your next accredited exam, through to unique industry insights and conversations with industry experts.
Enjoy!
[eltdf_separator class_name=”” type=”normal” position=”center” color=”#00adef” border_style=”solid” width=”100px” thickness=”6px” top_margin=”20″ bottom_margin=”20″]
Hi, you’re listening to ByteSize Project Management, a podcast about all things project, program and IT service management. As always, I’m George and I work for Training ByteSize, a family-run training provider with a passion for project management. Our podcasts will bring you top tips such as how to pass your next accredited exam through to unique industry insights and conversations with industry experts.
Enjoy! Then if we’re measuring customer satisfaction, we obviously need to be concerned with the results. How satisfied are our customers?
Is it to the target we’re working towards? Is it trending in the right direction? Are our annual satisfaction statistics pretty good, but actually our event-based ones are a bit more mixed?
Analyzing those statistics helps us come up with what we’ve got to improve and come up with service improvement plans. We obviously want to be reporting back the results of our satisfaction surveys to our customers along with our conclusions and our service improvement plans. If we don’t show that we’re measuring and monitoring these things, customers are likely to stop telling us because they think we’re not listening.
And just as we measure customer satisfaction, we measure employee satisfaction, your satisfaction as an analyst, we need to be doing the same there. Analyzing it, looking for trends, looking for cycles, looking for the things that are making you uncomfortable at work or not happy at work because that’s going to affect your productivity and it’s going to affect the service you’re delivering to customers. And if you’re telling us how you’re feeling, we obviously need to be coming up with improvement plans if there are things that need to be addressed, either by taking them forward through the channels we have within the company if it’s a company-wide issue or addressing them within the team or department if it’s a local issue.
There may be other metrics that your organisation gathers. As an analyst, know what they’re measuring, why they’re measuring it and what they’re doing with the results. Certainly be concerned with your team and individual KPIs.
Try and measure yourself against the average for the team so that you know whether you’re above average, below average, where your areas of improvement are. So, that’s it for this episode of ByteSize Project Management. We hope you’ll tune in again soon for another edition.
Until then, you can find out more about the certifications and training packages we offer on our website, trainingbitesize.com. Thanks very much for listening and we’ll see you again soon.
