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Rajesh Chakrabarty

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About Rajesh Chakrabarty

  • Rank
    Advanced Member
  • Birthday 11/17/1972

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  • Name
    Rajesh Chakrabarty
  • Company
    Goli Vada Pav Pvt. Ltd.
  • Designation
    National Head-New Business Initiatives & Training

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  1. In case of an objective to measure the customer satisfaction for the performance of an App Based Cab Service Provider, the obvious situation is that the prospect customer has downloaded the app and tried the services Here, the customer has taken the effort to download the app or already downloaded the app and then tried to book a ride- immediate need. Hence, in the quest to measure the customers overall satisfaction, following is the ranking I would suggest for the five metrics: 1) CES- It is important to measure how the customer felt about the effort / ease for him to download and then navigate through the app. It will help the organisation to understand the effectiveness of the UI. The organisation can also do an FMEA whenever a download is aborted midway or a ride is not booked by tracking the quits in between the site map of the application - This also helps the organisation to estimate if there is any particular point, in the site/ road map, from where majority of potential customers are dropping out . 2) C- Sat- Post booking services and convenience defines the customer’s satisfaction here and loyalty and his prerogative to recommend the app and services he has experienced. Hence I have rated it as second. 3) NPS- This will help the organisation to assess whether the customer is happy with the end to end experience and whether provides any other referral 4) Churn- In this case a churn would mean that the competition has provided some additional benefit and hence it is a certain call for immediate search for sprucing up services. 5) CAC- is important to understand the cost to acquire customers or entice customers to choose the app . This will help to determine the COB. However, in the online Cab business , a one time user , if satisfied and impressed will definitely come back as travelling is a frequent activity/ requirement. The measurement of CAC is of the least importance among the other 5 and focus needs to be on CEC and Csat for repeat business. Having said that , The most important point that we must remember here is to make good use of the measures and learnings derived from them and implement
  2. In case of an objective to measure the customer satisfaction for the performance of an On –Field Credit card Sales Process , the obvious situation is that the prospect customer has been approached by an on field sales executive/ agent. Here, the potential customer is approached by the sales executive at the customer’s domain. It is noteworthy that selling any BFSI product requires a great effort, Hence in the quest to measure the customers overall satisfaction, following is the ranking I would suggest for the five metrics: 1) CES- The Sale agent’s sales pitch and conduct determines the Customers experience and Csat and his subscription for the card. It is important to measure how the customer felt about the effort / ease for him to comprehend the sales pitch and also the quality of the process flow executed by the agent. It will help the organisation to understand the effectiveness of the training provided to the executive and overall the effectiveness of the sales pitch. The organisation can also do an FMEA if and wherever there is no sales conversion- This also helps the organisation to estimate if there is any particular point, in the sales pitch flow, from where majority of potential customers are dropping out of the subscription. 2) NPS- This will help the organisation to assess whether the customer is happy with the experience (Sales Process) and whether provides any other referral to the same executive. However, In case the customer buys the goods, his loyalty will also be governed by the after sales services. 3) CAC- is important to understand the cost to acquire customers or entice customers to make the subscription. This will help to determine the COB. 4) C- Sat- Post sales services and benefits defines the customer’s satisfaction here hence I have rated it as the fourth measure 5) Churn- In this case, where the sales process is completed after the subscription is made, the churn of the customer is dependent on multiple factors other than the sales experience, like the post sales service and benefits of the card , hence it is the least relevant and the last rated option. Having said that , The most important point that we must remember here is to make good use of the measures and learnings derived from them and implement
  3. In case of an objective to measure the customer satisfaction for the performance of an E-Commerce Website for Electronic Goods (Only for website) , the obvious situation is that the browser/ customer has opted to visit the website to either purchase or only browse the site to understand options (Window shopping). Here, the browser is definitely a person who is net savvy and a prefers the convenience of visiting a website from his current location. He has logged in to the site to either test the water or to make a purchase of a good which is a need for him. Hence in the quest to measure the customers overall satisfaction, following is the ranking I would suggest for the five metrics: 1) CES- It is important to measure how the customer felt about the effort / ease for him to browse through the website. It will help the organisation to understand the effectiveness of the site’s UI. Also the platform can detect from which page the customer has quit the site if the visit was not a sales conversion- This also helps the organisation to estimate if there is any particular point from where majority of potential customers are quitting from the site. 2) C- Sat- Though not as relevant as the CES , Customers experience during the site visit and the extent to what his expectations have been met will determine the Csat and his loyalty and how much he promotes the same CRT to others, hence I have reated it as second 3) CAC- is important to understand the cost to acquire customers or entice customers to log in- Conversion to sales is the next level. This will help to determine the COB. 4) NPS- This will help the organisation to assess whether the customer is a promoter or detractor so that the potential to get more visitors through referrals can be projected. However, In case the customer buys the goods, his loyalty will also be governed by the quality of the good that he has purchased. 5) Churn- In this case, the churn of the customer is dependent on multiple factors other than the website experience, like the price point, Variety & quality of goods hence Having said that , The most important point that we must remember here is to make good use of the measures and learnings derived from them and implement
  4. In case of an objective to measure the customer satisfaction for the performance of a classroom training provider of courses for working professionals , the obvious situation is that the customer has already booked the slot for the CRT. Here, the customer has come to receive some training which is a need for him. Hence in the quest to measure the customers overall satisfaction, following is the ranking I would suggest for the five metrics: 1) CES- It is important to measure how the customer felt about the effort it took for him to learn / participate during the CRT. CES is best applicable when there is an immediate need / expectation is met. 2) C- Sat- Though not as relevant as the CES , Customers experience during the CRT and the extent to what his expectations have been met will determine the Csat and his loyalty and how much he promotes the same CRT to others, hence I have reated it as second 3) NPS- This will help the organisation to assess whether the customer is a promoter or detractor so that the potential to get more participants through referrals can be projected, and simultaneously understand whether the CRT provided was apt. 4) CAC- is important to understand the cost to acquire participants for the course, which includes creating leads and then converting them to participants. This will help to determine the fees for the Course and also budgets the arrangements for the Class. 5) Churn- In this case, the churn of the customer is not relevant / applicable for this example as the participant will not go to some other training center for the same course- Having said that as mentioned above , if the CEC ,Csat & NPS is low, the participant is definitely not going to come back to the institute for any other course. Having said that , The most important point that we must remember here is to make good use of the measures and learnings derived from them and implement improvements in the process to ensure immediate customer satisfaction, future loyalty and referrals.
  5. In case of an objective to measure the customer satisfaction for the performance of a Call Center for Credit card Support, the obvious situation is that the customer is already a customer and has called for some query or concern or Information- Basically an immediate need. Hence in the quest to measure the customers overall satisfaction, following is the ranking I would suggest for the five metrics: 1) CES- It is important to measure how the customer felt about the effort it took for him to interact with the Call Agent/support team. The customer’s experience , or the ease with which his need was satisfied here by the call center team will determine his loyalty to the Credit Card Brand. 2) C- Sat- The next objective would be to understand the satisfaction of the customer on the advantages/ facilities he gets through his credit card , as it will help the organisation to understand the opportunities / corrections required in the services and the product by itself that are required to keep the customer’s loyalty and also define measures to create better/ best satisfaction levels as a process. 3) NPS- This will help the organisation to understand whether the customer is a promoter or detractor and thus understand whether the service provided was apt for the situation. 4) Churn- In this case, the churn of the customer will happen only after a period of time as the solution is provided for immediate purpose – However it will be good to keep in touch with the customer through engagement programmes to ascertain whether the customer has churned out, or using any other cards. 5) CAC- This is the last preference - Actually has limited significance as the customer is already acquired and the cost of acquisition is already borne- The focus now should be on the cost of staying in touch with him through execution of CRM and other engagement programmes and retaining him as a loyal customer with Higher value (Upgraded) Cards . Having said that , The most important point that we must remember here is to make good use of the measures and learnings derived from them and implement improvements in the process to ensure immediate customer satisfaction, future loyalty and referrals.
  6. In case of an objective to measure the customer satisfaction for the performance after sales in an Onsite Service for Electronic goods, the obvious situation is that the customer has already purchased the product and has visited the site for after sales service. Here, either the customer has experienced a defect in the good or probably needed to understand better, the working of the electronic good that he has purchased. Hence in the quest to measure the customers overall satisfaction, following is the ranking I would suggest for the five metrics: 1) CES- It is important to measure how the customer felt about the effort it took for him to interact with the customer service /support team. The customer’s experience here will determine the notion or image he carries back with him. I remember having gone to the One Plus service center because my new phone had a bug. I was very much upset with the issue in the phone- but I think the service that was provided to me at the service center and the way the team explained the issue and provided the solution, took all my grievance away. 2) C- Sat- The next objective would be to understand the satisfaction of the customer on the good and the service provided to him as it will help the organisation to understand the opportunities / corrections that are required to keep the customer’s loyalty and also define measures to create similar satisfaction levels as a process. 3) NPS- This will help the organisation to understand whether the customer is a promoter or detractor and thus understand whether the service provided was apt for the situation. 4) Churn- In this case, the churn of the customer will happen only after a period of time as the solution is provided for immediate purpose – However it will be good to keep in touch with the customer through engagement programmes to ascertain whether the customer has churned out. 5) CAC- This is the last as the customer is already acquired and the cost of acquisition is already borne- The focus now should be on the cost of staying in touch with him through effective execution of AMC and other engagement programs and retaining him as a loyal customer for another purchase. Having said that , The most important point that we must remember here is to make good use of the measures and learnings derived from them and implement improvements in the process to ensure immediate customer satisfaction, future loyalty and referrals.
  7. Rajesh Chakrabarty

    Inventory

    The “Inventory” is one of the seven wastages in lean Philosophy, which basically indicates: - excess material, - Work in Process(WIP) - or Finished goods. Any of the above 3, or all of the above 3, when is more than the immediate requirement, represents cash or monies held up in the form of material laying dormant- It is difficult to turn into cash quickly. The inventory also occupies space which is very dear in the current times with real estate prices on a continuous upward trend. The Causes for inventory can be many including- - Waiting time in the process when the input material is ready, but the processing of the same is not started and has to remain dormant. - Gap in Process handoffs wherein a prep work is done but there is waiting time before the next sub-process starts - Overproduction- More output than required - Defects- when goods have to be held back for rework to avoid type 2 errors - Rejects- When the produced output has to stay as is not accepted by the customer for any reason. Inventory needs to be managed with due diligence, else can lead to wastage through undesirable occurrences like spoilage, pilferage, breakage depending on the type of goods stored- Sometimes an inventory in the ever-evolving software industry can become obsolete if not employed within an appropriate time of demand. Also, Inventory can also result in depletion in cash flow and eventually profitability due to loss of business opportunity due to low inventory turnover. The concept of inventory management as a lean concept is relevant across a wide range of industries including: Food Industry- Any underutilized/ dormant inventory can go waste or deem unusable as most of the times the raw material used is perishable. In the QSR Industry, where the food stock is frozen with a defined life cycle, added to the relevance mentioned above, inability to manage stock and hoarding non-selling products for long leads to holding up of monies and thus impacting cash flow till the said inventory is not sold off. Such inventory also adds on to storage cost of not only space but also the cost of maintaining the products in a refrigerated condition. Retail Clothing industry may suffer due to ever-changing fashion trends. Likewise is the Telephone hardware industry, wherein the value of a model keeps dipping every day, holding on to an inventory of telephones for long will only reduce the ROI exponentially. In fact, similar relevance can be sighted in all luxury related industries like Automobile industry also. Software industry can become victims of wastage as Inventory can become obsolete if not employed within an appropriate time of demand. Health/ Pharmaceutical Industries- any expiry of material/ products due to mismanagement of inventory can cause a serious hazard to the life of beings. In the Contact Center Industry, the calls waiting in the queue also can be considered as WIP and hence Inventory. Too Long Waiting times/hold times can lead to customer dissatisfaction and/ or loss of business if it is an inbound sales call, as the caller may disconnect the call. Similarly, any business process with Queues like in the airports or for that matter any counter service with waiting time will consider the queue as the WIP- Inventory. The maximum relevance of the concept of Inventory and inventory management is probably in the Warehousing Industry, where it is very important to ensure that the available space is used optimally and the goods are not held for longer than the business dictates. Thus the Inventory as a wastage in the lean concept is relevant in many industries including the ones mentioned above.
  8. Rajesh Chakrabarty

    Complaint Handling - ecommerce

    This was indeed a great article. It gave an insight into the implementation of the basic complaint handling method, which subsequently puts forth the culture and values of the organisation. The Basic 5 Stepladders towards perfect execution is well covered by Ocada through: 1) Easy and simple accessibility – Very important for the customer to be able to reach out with ease …It gives indicates that the feedback is welcome and appreciated and hence the process is made easy for the customer. 2) Prompt Acknowledgement- Very important as with the advent of technology in media and communication, a response is expected as a “default” by the communicator for the assurance of a communication loop being closed. The faster the response, the better. Also, the acknowledgment gives the complainant the comfort that his or her grievance is taken note of – and the initial anxiety is reduced. 3) Quick Response- fast or ready Decision on resolution. This is the most desired action that a complainant would want. Delight is guaranteed if the decision is in favour of the Complainant!! 4) Well Written Response : The language and tone plays a great role in the impact of the communication- A personal touch and a humane feel gives the best impact. 5) No Quibbles :The last straw for an already upset person would be any further objection or trivial query- It can at many times aggravate the initial ire. It is visible that Ocado has considered the factors to provide a seamless & customer centric complaint management system. A point that comes in for consideration is how well autonomation can be used ,to accomplish the above steps and an approach to improve the internal processes through the above-mentioned steps. - Ease of Accessibility is a completely technological approach as there are multiple channels available and all of them are easy to host on a single CRM Platform- Twitter, Facebook, Contact center, etc. The customer can use any channel that is convenient. - Acknowledgement can be an auto response. In addition to this, I personally feel that the customer should be provided with an acknowledgment / Docket number. This number can be used for any future reference to the complaint. - Quick Response is the key to resolving a complaint and mitigating most of the situations as a conversation starts with the customer- How well this conversation is effected is what makes the difference .. I personally believe that this process has to have a human intervention to understand the core issue or concerns that the customer has put forth- Some added benefits that can be accrued thus are : i) The Concerns faced by the customers can be categorized to specific functions/ Departments within the organizations and thus creating a functional accountability. Then they can be further bifurcated to different types of possible failure modes, thus also identifying the frequency of such detectable deviation from process. ii) The efficiency and productivity of the Functions / Departments can be improved by analyzing root causes of the defects and defectives and taking corrective and preventive actions. iii) Cycle times for internal processes can be defined and adhered to and thus a Lead time can also be committed to the customer. - Well Written Response can always be a canned i.e. predetermined responses through text – based technical support systems, because most of the complaints or concerns are repetitive in the online retail industry.However a minor intervation to give that “personal” touch is recommended for out of normal/ regular cases. - No Quibbles- will only give great comfort to the customer and hence the focus needs to be on reducing defects and type 2 errors – the system needs to be enabled through continuos improvement to reduce the need to take more than limited detaisl of the order. The customers are normally okay to give purchase details in brief. They expect the remaining work to be done by the merchant. In the case study provided the cost of the reject material was not to the extent of requiring to many more details- this is a business call that the organisation needs to take – what is the extent of COB that is okay to pass on towards customer delight. An additional gesture that can also be done here is to update the customer on the action taken post the feedback to improve on the process and to reduce or eradicate the recurrence of their concern or complaint in the future. This can actually create the WOW factor , as the customer will feel delighted that not only was the concern resolved as an single standing issue , but his feedback was taken as an starting point for improvement in the organisation- THE CUSTOMER WILL FEEL IMPORTANT- in true means the gesture will imply that CUSTOMER IS KING!!
  9. Rajesh Chakrabarty

    Alternative names for DMAIC

    I have come across one acronym GAME, which is closest to the DMAIC... Wherein: G=Gather Facts A= Analyse M=Make a SMART Plan E=Execute. Here, GAM covers the DMA and E (Execute) covers the I (Implement) The C (Control) is missing though.
  10. Rajesh Chakrabarty

    Handoffs

    Example 1)Introduction of ordering kiosks in Restaurants-it has reduced the handoff in the process from the order taker to the kitchen. Example 2) ERP with accounting modules which help to align the creation of invoices automatically, based upon the indent raised by the customer. Reduces the process of handoff between the sales personnel and the accounts clerk. Example 3) Hand held Tabs for Planned Maintenance routine. The technician who is reviewing the PM uses a checklist in the application to check whether he had done everything as per the requirement and defined process flow. Any other technician who replaces him after his shift only needs to follow the application on the tab. Example 4)Traffic light is a good daily experience. Each automated amber light change manages intermediary signals for stop or go, minimizing the handoff process.
  11. Rajesh Chakrabarty

    Hiring a Lean Six Sigma Black Belt Professional

    I do agree on the point about a person having experience in the area of operations acquiring skill and technique.... This person can definitely be of great help to the project lead/improvement Manager.....especially for FMEA
  12. Rajesh Chakrabarty

    Hiring a Lean Six Sigma Black Belt Professional

    I would request all my colleagues who feel that project experience is not required, to empathize with the company that wants to hire . Let us refer to the analogy of a situation wherein a heart patient who has to choose between a MS in cardio without any experience in real operations and an MS in Cardio who has already performed successful operations.
  13. Rajesh Chakrabarty

    Hiring a Lean Six Sigma Black Belt Professional

    YES!! As the experience and the transferable knowledge gained from the project counts. The more the projects completed, the better.
  14. Rajesh Chakrabarty

    Project needed but not allowed

    Within the organisation, It is imminent that the professional markets six sigma/Lean/Business excellence implementation as a profitable business venture. There is a three step approach that needs to be taken... 1) Evaluate the key panel members who will be easier to approach and convince. Ideally the best person to 'target' is the CFO. 2) Prepare a plan or presentation with time tested concepts which emphasises on communicating an idea in terms of it's monetary benefits.. Like better Throughput, ROI, Cash flow, positive P&l. This should help as the even the most conservative leader/manager will think twice before rejecting any idea that has even the faintest potential to reap in Monies. They will offer some time for the presentation 3) During the discussion, the Professional should market it as a low risk proposition and limit risk related conversations. CHOOSE the lowest hanging fruit.. Or a project that will be easy to complete and will have decent results... Needs to be an efficient project. This pilot project should have limited risks.... It should be communicated that a full fledged lean/six sigma implementation will start ONLY if the pilot project proves successful. Most top management members will be fine to this and give the go ahead. In case this approach fails, then the other back up options are : 1) Conduct a Workshop on the fundamentals of Lean and six sigma in your organization... Actually this can be the first step to approach our own organisation also... It completely depends on our presentation skills..... We may opt to invite an external expert also, to conduct the workshop for the core management team. This will ignite the spark for kaizen and other methodology. We may want to invite our own VK from Benchmark to conduct the workshop (No brownie point expected for this ). 2) contact your friends, colleagues who may know of small businesses like a retail shop or a manufacturing unit and offer your expertise and take the 3 step method mentioned above. Other options could be to advertise your services online.... The objective should be to start with the one successful project that will pave the path for many more.
  15. Rajesh Chakrabarty

    Efficient, Effective

    Let me first jot down the definition as I understand: An Effective Process is the process is the process which has a good objective and desired end, however the methodology or flow does not provide the best results due to multiple reasons like in a appropriate usage of resources or available knowledge.... The ROI or throughput is always below the expectation of the Main stakeholder (investor) or top management. Whereas The Efficient Process is where the methodology used or the functioning used is the best as there is least waste of time and effort as resources are used optimally and the results or throughput and ROI from the process is lucrative.... The difference between Effective process & Efficient Process can be simply put in as being Effective is is about doing the right things whereas being Efficient is about doing things right. A good process needs to be both. One example that comes immediately to mind is a sweet maker who makes wonderful authentic Bengali sweets with high quality raw material with highly paid specialists who carry tribal knowledge. He lacks the knowledge of food storage and depends on the rudimentary skills of the 'specialists' to preserve sweets till sold. This causes lot of post production inventory when customers do not turn up at his retail store.... Lot of wastages, low inventory turn etc are obvious pain points... Here the owner is definitely running an effective business process.... Given that the product he is putting forth to the market is a novelty..... However the same business process also becomes efficient when he ensures that there is a documentation of the recipes and standard check points and there are enough trained people to reduce dependency on 'specialists'..and are willing to work at lesser pay(best if they work on a per unit production model) He also brings in technology with equipments that help to preserve the food longer with intact quality standards. He then also goes on to use available technology to go 'online' and hires last mile logistic partners who are willing to ferry across orders on a per unit arbitrage model... What he has done here is that he has converted most of his cost into variable cost and reduced his fixed costs.... Also he has reduced his wastages and improved his inventory turn as he manages demands that he has from online online... This way he is able to improve his inventory turn also by following trends of demand and sale. He has launched his brand big time into the market... He has reduced his marketing costs by associating with the food aggregators like Zomato & swiggy who work on variable cost model... Thus he has continuously improved the business process to ensure he gets better ROI and cash flow. Once he is confident that he can replicate his business process, he may want to sell off his retail space and focus on more smaller units with lesser rents where he can produce his products and go complete online..... The business process will be both effective and efficient now.
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