Saturday, 06 September 2014 00:00

How Program Management can help you Exceed Customer Satisfaction

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Customer satisfaction is at the heart of every business and we know that a small reduction can put you into financial hardship. Program management is a relatively easy way to help your business meet and even exceed customer satisfaction. Today, we are going to teach you what program management is, and how you can use it to engage customers and exceed their expectations.

Create a Culture of Accountability

Most employees run their lives without much care to their employer, only working to meet the status quo in order to receive remuneration. As a result, they do not give their best and your customers don’t receive the best, leaving their expectations unmet. Interestingly, this culture is the employer’s fault as they do not hold them accountable for employee satisfaction.

As such, you need to create a culture of accountability to ensure that your employees put in the hard work. Projects and deadlines cannot be completed on time and with high quality unless your employees feel a part of the company.

When they are accountable, they feel part of the company - it’s success and failure - and therefore give it their all knowing they can make a difference. This accountability helps improve their performance and dramatically improve customer satisfaction, resulting in meeting or exceeding expectations.

Create a Schedule and Stick to It

ProgramManagement455While many companies have a strict policy on their working hours - when to start, time out and take a break - they rarely give the same attention to project phases. As a result, process steps don’t initiate on time and cause delays.

As such, always create a schedule for each step of the process or project. By following a simple schedule, you can ensure that phases start when they are supposed to, ensuring deadlines are met. The elimination of delays helps you meet customer expectations.

By using scheduling tools such as a Gantt chart, you will even be able to complete steps before the expected time and exceed customer expectations. A Gantt chart is a great scheduling tool that displays the start and end time of each step. It even shows overlapping steps to reflect simultaneous steps.

Set up a System for Feedback

employee feedbackDespite the best scheduling and a thriving culture of accountability, there are chances that things may go wrong, the system may seem inefficient, employees may need to voice concerns and issues may need to be highlighted. As such, you need to set up a system that helps you receive feedback and isolate issues and interruptions as soon as they surface. The system may be automatic or an open-door policy.

Setting up a system for feedback helps you create strategies to overcome problems early, thus ensuring minimal or no delays. Not only does this help you meet deadlines and your customer’s expectations, it reduces resource wastage due to delays and hence minimizes costs.

Encourage Specific Actions to Produce Measurable Outcomes

No system, no matter how clever or well designed, is perfect. Whether it is changing customer expectations, technology and/or employee issues, you need to be able to control and adjust processes swiftly.

For example, despite the accountability culture, employees are not taking pride in their work. Employees have emailed HR regarding low morale. Now you need to know how you will control this problem and how you will adjust the parameters to ensure projects are completed on time and with high quality. You may choose to incentivize a completion bonus or perhaps recognize the top 10 workers.  The choice is totally up to you, but in the meantime, here are a few ideas on how yo can incentivize your workforce to not only support your program, you will also gain faster access to top talent and retain them.

  • Award: Can be in the form of money, prizes, plaques, travel and public commendations.Employee recognition
  • Employee Engagement: An individual sense of purpose and focused energy, evident to others in their display of personal initiative, effort and persistence directed toward organizational goals.
  • Incentive: Any form of variable payment tied to employee performance. The payment can be tangible or intangible, and may or may not have cash value. Reward: An item given to an individual or team for meeting a pre-determined goal.
  • Recognition: After-the-fact display of appreciation for individual or team efforts. Can be tangible or intangible, and range from a thank-you email to travel.
  • Recognition Program: A policy of acknowledging employee contributions. Examples include giving employees clocks on milestone anniversaries, granting an extra personal day for perfect attendance, or paying a one-time cash bonus for making a cost-saving suggestion.
  • Spot Award: A type of informal recognition that is delivered spontaneously or "on the spot."


If you need more information on program management, or how your business can meet or exceed customer expectations, feel free to contact Akko Fastener by clicking on the link. Fill in a simple “Contact Us” form and you will have your information in no time.

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