Uttam Yamgar

1 Csat this helps in proving the quality and reducing the root cause for problema faced by customers 2 NPS (Net Promoter Score) this helps to build the service improvements 3CES (Customer Effort Score) this is linked with issues and escalations this tool will help built robust process and system 4.Churn (Customer Churn Rate) to retain the customers this tool can be used as the beat medium 5.CAC (Customer Acquisition Cost) this toll help help reduce the expenditure to acquire new clients

Kaizen is continues improvements in a any process. The process upgraded may not be a full-fledged process that will lead to final process. The kaizen methodology helps in continues development without modifying the complete system. Cost impact may be less Eg: capture contact name on application form by adding an additional column to the application. Kaikaku is a complete revamp of a process. This leads to complete change in system and process this may lead in time consuming and expensive. Kakushin it is about innovation, transformation, renewal or reformation, regeneration. This process again leads to expensive as this will completely be revamp in the system and process. Eg: physical application forms that were used for filling up details has completed revamped to mobile tabs. Innovation that has changed the thinking process at present and is improving continuously.

If you can't measure it, you can't manage it" - Peter Drucker. Quote "It is wrong to suppose that if you can't measure it, you can't manage it. The most important numbers are unknown and unknowable" - Dr. W. Edward Deming considering the fact that there several processes which are non measurable but still can be managed by some defined processes or improvement in the process flow. Such processes can be tracked and controlled all the processes are manageable whether measureable or not. Processes that can be measured can be managed in a better way.