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Business Strategy / Planning - Market Research
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Customer Satisfaction and Loyalty Measurement (Waves 1-11)
Client : OTE S.A.
Duration : 12/2006 12/2011
Description :The project scope was the planning and execution of quantitative and qualitative research (designing of questionnaires, sample planning, provision of samples, implementation specifications) and analysis of results, through the use of Key Performance Indicators for the measurement and evaluation of satisfaction and loyalty (Satisfaction Barometer) of all OTEs client segments (residentials, business and key accounts). Furthermore, through the use of specific methodological tools for the interpretation of factors contributing to customers loyalty and affecting their behaviour, conclusions were drawn for the current and future evolution of the relationship between OTE and its clientele from a strategic point of view.
The project was carried out by OTEplus, in cooperation with MRB Hellas, in waves, each one lasting 6 months.

OTEplus and MRB work team cooperated for the implementation of the project in order to:
Stage A - Indicate and track down the most important parameters (KPIs) that needed to be measured and evaluated
Stage B - Measure and evaluate customers experience and satisfaction levels
Stage C - Analyse and assess the field results to interpret key findings and make proposals for future action plan
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Optimisation and operational restructuring of Technical and Commercial call centers
Client : OTE S.A.
Duration : 07/2008 11/2008
Description :The project objective was:

A. Implementation of direct management actions for the optimisation of human resources management employed in OTEs technical and commercial call centres. This included the following actions:
A1. Redesign of the staffing and recruitment procedures for OTEs technical and commercial call centres.
A2. Design of a model for capacity calculation and optimal staff planning based on the expected traffic in Call Centres.
A3. Specifications design for a staff programming tool
A4. As-Is, Best Practices and proposals of Spatial Re-arrangement.

B. Development of a MASTER PLAN for Human Resources Management Actions and Quality Management in OTEs Technical and Commercial Call Centers, which include:
B1. Optimisation of Human Resources Management MASTER PLAN
B2. Upgrade of Quality Management MASTER PLAN
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Customer & Employee Satisfaction and Loyalty Measurement (Waves 1 & 2)
Client : RomTelecom S.A.
Duration : 05/2007 12/2007
Description :The project scope included the planning and organisation of a field research (designing of questionnaires, sample planning, provision of samples, implementation specifications) and the analysis of the results, through Key Performance Indicators, in order to measure the Satisfaction and Loyalty to Romtelecoms products and services, in two waves. This project was carried out by OTEplus, in cooperation with MRB Hellas and Daedalus research companies.

The role of OTEplus in the project included the participation in:
Stage A - Understanding and Determining: Understanding and determining the most important parameters that should be measured and evaluated
Stage B - Investigation, Measurement and Evaluation: Complete recording of customer experience and satisfaction
Stage C - Explanation -Interpretation: Strategic Interpretation of the data - Conclusions

The measurement of Romtelecoms employee satisfaction was completed in two phases:
Phase A - Quantitative research: distribution of self-filled questionnaires to all the staff. Data processing.
Phase B - Analysis and Deliverables: analysis and presentation of findings.
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