1. Driving Employee Engagement to Improve Customer Satisfaction Presented by: Hanan Al Husni MEDC
April 2016

2. Who owns Customer Satisfaction?
Agenda
Who owns Customer Satisfaction?
Service Profit Chain
Performance Management
Benefits of Using Competency Framework

3. Employee Engagement & Customer satisfaction.
Who owns Customer Satisfaction?
Human Recourses : have an important role to play that drive customer buy-in
Employee Engagement & Customer satisfaction.

4. Service Profit Chain Employee satisfaction Employee Retention
Internal Service Quality
Employee satisfaction
Value (External Service Quality)
Customer Satisfaction
Customer loyalty
Profit & Growth
Employee Retention
Employee productivity

5. Plan ACT Monitor Evaluate Recognize Performance Management Benefits:
1- Common Process.
2- Clear, easy Template
3- Clear Guidance
4- Well communicated across group.

6. Benefits of Using Competency Framework
Competency Assessment process helped to identify the areas of strength and weakness
Know the skills they would need to develop the business and enhance overall performance
To clearly segregate between the business issues and the employees performance issues.
Brings fairness and objectivity into the performance assessment process
Hiring process is carried based on job competencies

7. Thank You