Upload
charmaine-efrain
View
22
Download
1
Embed Size (px)
DESCRIPTION
Introduction. The Home Depot’s decline in Customer Satisfaction Voice Of the Customer (VOC) Company Growth Lisa Boyd, Human Resource Manager. Introduction Cont. Hiring New Employees Training in Orientation Revise the Online Survey. Proposed Tasks. - PowerPoint PPT Presentation
Citation preview
Introduction
• The Home Depot’s decline in Customer Satisfaction
• Voice Of the Customer (VOC)
• Company Growth
• Lisa Boyd, Human Resource Manager
Introduction Cont.
• Hiring New Employees
• Training in Orientation
• Revise the Online Survey
Proposed Tasks
• Increase the number of employees in high volume departments
• Include a Customer Satisfaction Portion of New Hire Training
• Revise the Online Survey
Time Schedule
• Primary Research– Interview with Lisa Boyd– Customer Survey
• Secondary Research– Internet Sources
• Progress Report• Group Meetings• Final Proposal
Qualifications/Experience
• Stan Caballero– History/Business– Employed by The Home Depot
• Heather Swords– Public Relations/RHIM
• Barrett Sisk– Landscape Architecture– Employed by The Home Depot
Qualifications/Experience
• Justin Garcia– Pre Med
• Ken Wogan– Economics/Political Science
Budget
• Increase Sales Associates– Hire eight at $7/hr– Total new expenditures for entire
company: $249,733,120
• How can Home Depot justify this increase in spending?
Budget Cont.
• Company processed 1.3 billion transactions in 2006– Average transaction: $64– Total company loses: $250,419,300– Increase in Customer Satisfaction:
Priceless
• Result: $686,080 Net gain
Conclusion
• Proposed tasks can immediately and progressively increase Customer Service
• Happy customers means more business
• Remember: It costs more to recruit new customers than to retain old ones!