Purpose: Front end staff enablement
Customers come most in contact with the front-end staff but management set-ups have inherent
constraints to front-end staff enablement.
Assessment methods to understand and categorize the motivation and empowerment levels of the
front end staff
Process: Front end staff enablement
ServeIntel would understand the status quo on current processes and attitudes of the frontline staff
towards the myriad operational and other management aspects. This would entail qualitative
interactions in groups and qualitative/quantitative as individuals under conditions of anonymity by
trained IRIS experts.
To Deliver: Front-end staff enablement
This would result in a slotting of the current status of the frontline into categories given below and
facilitating upward moves through appropriate facilitating and training needs assessments and
workshops
. An "effective" front-end staff
could impact sales by upto 30%
. More than 70 % consumers
attribute their best customer
service experience to store
employees, and over 80% their
worst customer service
. Some drug stores are staffed by
"nurse practitioners" to help the
patient who is in a hurry and
doesn't want to go to a doctor
. Effectively meeting customer
expectations could reduce
operating budget fixing issues
related to poor customer service
by upto 75%
