Question 13 (AC 4.1) 7C002 partner formally with major customers or customer groups to evaluate and improve the performance of the people employed

Solution

Analysis of how your organisation might partner formally with major customers or customer groups to evaluate and improve the performance of the people employed (Word Count: 1,011 Words)

The modern business environment demands organisations to extend assessment and enhancement methods beyond internal strategies for employee performance (CIPD, 2023). The voice of the customer stands as one of the most important yet rarely used organisational resources. A formal partnership between companies and key customer groups provides organisations with both improved service performance and direct influence on workforce development and employee task performance. I will explain major approaches to establish formal customer collaborations while presenting possible workforce advantages along with benefit-driven business results which establish continuous improvement through partnership-driven models.

The necessity of customer partnerships gains special relevance at this present time. The changing customer desires have resulted in heightened organisational requirements for providing customised seamless service with high quality (Lindecrantz, Gi and Zerbi, 2020). Customer interactions serve as the main frontstage performance for frontline staff in service sectors that include aviation, hospitality and retail. Customers maintain the best position to provide useful information about employees’ performance quality. Organisations obtain this information through informal methods including customer satisfaction surveys and complaints collection but lack formal systems to convert these inputs into their performance management operations. The establishment of a formalised system will enable the organisation to access meaningful data that benefits staff members alongside organisational needs.

Creating Customer Advisory Panels or Boards serves as an effective practise for partnership establishment between selected representatives from significant customer accounts or user groups who should meet our HR and learning and development (L&D) and operations teams four times annually (ProductPlan, 2022). These panels work with the organisation to design service standards while conducting touchpoint assessments to find service excellence opportunities. The frequent flyers and corporate clients of Emirates Airlines at my workplace participate in structured feedback sessions……..

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