How Can We Measure Customer Satisfaction for Non-Sales Teams in a Pharma Company?

Hey Friends,

Can anyone tell me how Customer Satisfaction as a Key Result Area (KRA) will be assessed in a company? I'm working for a Pharma Company that wants to introduce Customer Satisfaction as one of the individual KRAs for the Non-Sales people in the company. Non-Sales people would include the HR Department, IT Department, Finance Department, Quality Assurance Department, R&D Department, people at the manufacturing unit, some of which are housed in the Corporate Office. These are all people who provide services to the company employees.

Could you suggest some methods to evaluate specific positions in each of these departments? Should there be a panel of members to evaluate each person in the department, etc.?

Thanks, waiting for someone's reply soon.

CS as a KRA for Resource and support groups is best evaluated by individuals who see and have access to the result of that kind of interaction. I recommend you first use Value Network Analysis as a tool to understand the tangible and intangible links between each function and your customers. Secondly, do this for both internal and external customers if it is relevant to your organization's philosophy. This network gives you a clear list of exchanges between the customer and the function. Once done, you will find it easier to identify either the panel or the people who preside over these exchanges. They should be made responsible for this activity. If you need help in Value Network Analysis, let me know. I can help you out with an example which you can implement. Email me at sankalp_patnaik@hotmail.com if you are interested. Cheers, Sankalp