Employee and agent empowerment toolkit

Transcription

1 Employee and agent empowerment toolkit Customer Centricity Learning Event, Mamallapuram, India February 21, 2018 CUSTOMER CENTRICITY SERIES EMPLOYEE AND AGENT EMPOWERMENT TOOLKIT

2 Goals Understand what employee and agent empowerment is and why it matters to you and your organization Walk through the four steps of an empowerment process guided by the case of Jumo. Identify resources that can support you in facilitating empowerment

3 Agenda 10 minutes 15 minutes 85 minutes 10 minutes Employee and agent empowerment What is employee and agent empowerment? How empowerment works? Why is it valuable and for whom? What is the empowerment process? Case study: JUMO 1. Assess: Conduct a self assessment 2. Analyze 3. Prioritize 4. Design APPLICATION ACTIVITY How do I use the toolkit to operationalize customer centricity? 3

4 CGAP is a global partnership of more than 30 organizations that seeks to advance financial inclusion. JUMO is a Fintech that provides a mobile platform for the BoP consumer and small businesses, giving access to savings and credit products, and working capital, contributing towards financial inclusion. Who are we? YOUR FACILITATORS Antonique M. Koning Senior Financial Sector Specialist, Customer & Provider Solutions, CGAP Buhle Miranda Goslar Director, Customer Intelligence & Brand, JUMO.WORLD

5 Employee and agent empowerment for operationalizing customer centricity

6 We look at employees as key stakeholders and believe our customers can be happy only if our employees are happy. SAMIT GHOSH, CEO AND MANAGING DIRECTOR UJJIVAN FINANCIAL SERVICES INDIA

7 Customer-centric organizations need employees and agents who are: What is employee and agent empowerment? 1) Deeply committed to delivering a customer experience that generates value for customers, the organization, and themselves. 2) Capable of delivering that kind of experience. Employees and agents who possess this level of engagement and ability are empowered.

8 How empowerment works? Choice Action Outcome Decide that they want to deliver a valuable customer experience (based on their understanding of the benefit of doing so) Act on their decision (in other words, do something in an effort to deliver more valuable customer experience) Be able to achieve their desired outcome.

9 As an employee think of a moment when you felt empowered. What made you feel so?

10 Value of empowerment Employees and Agents Customers - Higher levels of performance - Income through increased sales, commissions, performance-based rewards - Have a sense that their work is worthwhile - Feel secure, supported and confident on their job - Pride in their organization and their relationship with it

11 Value of empowerment Employees and Agents Managers Customers - Higher levels of performance - Income through increased sales, commissions, performance-based rewards - Have a sense that their work is worthwhile - Feel secure, supported and confident on their job - Pride in their organization and their relationship with it - Motivated and capable people achieve goals faster - Less time fixing errors and correcting mistakes - Recognition, bonuses, access to career advancement as a result of positive trends in performance

12 Value of empowerment Employees and Agents Managers Business - Higher levels of performance - Income through increased sales, commissions, performance-based rewards - Have a sense that their work is worthwhile - Feel secure, supported and confident on their job - Pride in their organization and their relationship with it - Motivated and capable people achieve goals faster - Less time fixing errors and correcting mistakes - Recognition, bonuses, access to career advancement as a result of positive trends in performance - Reduce employee/agent turnover - Increase levels of activity and productivity - Receive ideas for service improvements based on customer needs - Improve customer satisfaction and retention - Increase profitability and competitiveness

13 Value of empowerment Employees and Agents Managers Business Customers - Higher levels of performance - Income through increased performance-based rewards - Have a sense that their work is worthwhile - Feel secure, supported and confident on their job - Pride in their organization - Motivated and capable people achieve goals faster - Less time fixing errors and correcting mistakes - Recognition, bonuses, access to career advancement as a result of positive trends in performance - Reduce employee/agent turnover - Increase levels of activity and productivity - Receive ideas for service improvements based on customer needs - Improve customer satisfaction and retention - Increase profitability and competitiveness - Consistent service quality and reliable service delivery - Quicker and more apt responses to their questions, needs, and problems - Better informed to make the right choices - Feel listened to and understood - In control of their financial transactions

14 The Empowerment process 14 14

15 The empowerment process SUPPORTING THE EMPOWERMENT OF OTHERS ASSESS ANALYSE IDENTIFY PRIORITIES DESIGN EXPERIMENT

16 1. Assess 16

17 ENGAGEMENT Employee and Agent Empowerment Matrix H L L ABILITY H

18 ENGAGEMENT Employee and Agent Empowerment Matrix H Engagement = Being fully involved in and committed to the delivery of valuable customer experience L L ABILITY H

19 ENGAGEMENT Employee and Agent Empowerment Matrix H Engagement = Being fully involved in and committed to the delivery of valuable customer experience L L Ability = Having the resources and resourcefulness to deliver valuable customer experience ABILITY H

20 Designing an Empowerment Experiment Instructions: Empowerment Matrix Use the Ability Engagement worksheet, plot your people on the matrix. You do not need to share results with anyone! This is a simple starting point to assess your situation!

21 ENGAGEMENT Employee and Agent Empowerment Matrix H 3. Motivated 1.Empowered 4.Adrift 2.Competent L L ABILITY H

22 ENGAGEMENT Employee and Agent Empowerment Matrix H 3. Motivated 1.Empowered 4.Adrift 2.Competent L L ABILITY H

23 Embedding customer centricity in a rapidly scaling and increasingly distributed business 23

24 ENGAGEMENT Jumo - Employee and Agent Empowerment Matrix H L L ABILITY H

25 The nine resources 25

26 Skills What people need to be able to do to deliver valuable customer experience 26

27 Values and attitudes Beliefs, priorities and other psychological assets that can help or hinder customer experience delivery 27

28 Information and knowledge What people need to know to be able to commit to customer experience, deliver it, and recognize whether they re delivering it 28

29 Dialogue and support Interaction with others that facilitates improvement in customer experience delivery 29

30 Control and influence Opportunities to take decisions, act or influence others in pursuit of customer experience 30

31 Tools and infrastructure Things that people can use to make their delivery of customer experience easier or more effective 31

32 Rewards and penalties Carrots and sticks that can guide and motivate customer experience delivery 32

33 Time and energy The bandwidth available for doing more to deliver customer experience than one does today 33

34 Money Financial resources that can be used to deliver customer experience 34

35 Skills Values and attitudes Information and knowledge Dialogue and support Control and influence Tool and infrastructure Rewards and penalties Time and energy Money 35

36 2. Analyze 36 36

37 Spider diagram with resource score - JUMO Jumo resources mid 2016

38 I enjoyed doing the [diagnostic] exercise and going through the results. What I liked was comparing my spider matrix to the one the employee did and seeing either similarities or differences. Insights. Just how we perceive each other is very interesting. Where I thought someone would have scored high, they scored themselves low/middle. RICHARD STEWARD, LEAD ON AGENT PRODUCTS, ZOONA, SOUTH AFRICA

39 3. Prioritize 39

40 Pain points Most causes of pain Lowest score in your diagnosis. An urgent or severe pain point. Opportunities Focus on strengths quick win Business strategy Aspirations employees or agents

41 Jumo - priorities Tool and infrastructure Dialogue and support Information and knowledge

42 Jumo - priorities Tool and infrastructure SCALING Dialogue and support DOUBLING NUMBER OF EMPLOYEES Information and knowledge DISTRIBUTED GEOGRAPHIES

43 4. Design Experiment 43

44 Designing an Empowerment Experiment Designing an empowerment experiment

45 Designing an Empowerment Experiment Instructions: Group Exercise Step 1: Work with the group around your table and identify a reporter Step 2: Discuss the questions on your worksheet related to creating, testing and measuring and empowerment initiative for Jumo. Step 3: Agree response for each step of creating, testing and measuring and post these answers on separate large post-its on the wall. Step 4: Present your idea to Buhle. The idea Buhle likes best can win a prize

46 Share - out 46

47 Roadmap: How to use the toolkit? 47 47

48 The employee and agent empowerment toolkit Introduction Part 1: Why is it important? Part 2: Empowerment process Part 3: Resources Ideabook

49 I m ready to empower my people Part 2: Empowerment process Part 3: Resources Ideabook Sounds like a good idea, but I m not sure how Case studies Part 3: Resources Part 2: Empowerment process I don t work in a FSP but I want to help Part 3: Resources Part 2: Empowerment process Part 1: Why is it important? I want to recommend this to someone else Part 1: Why is it important? Introduction I want to empower myself T&T Individual Assessment Tool Part 3: Resources Part 2: Empowerment process 49

50 I m ready to empower my people Part 2: Empowerment process Part 3: Resources Ideabook Sounds like a good idea, but I m not sure how Case studies Part 3: Resources Part 2: Empowerment process I don t work in a FSP but I want to help Part 3: Resources Part 2: Empowerment process Part 1: Why is it important? I want to recommend this to someone else Part 1: Why is it important? Introduction I want to empower myself T&T Individual Assessment Tool Part 3: Resources Part 2: Empowerment process 50

51 I m ready to empower my people Part 2: Empowerment process Part 3: Resources Ideabook Sounds like a good idea, but I m not sure how Case studies Part 3: Resources Part 2: Empowerment process I don t work in a FSP but I want to help Part 3: Resources Part 2: Empowerment process Part 1: Why is it important? I want to recommend this to someone else Part 1: Why is it important? Introduction I want to empower myself T&T Individual Assessment Tool Part 3: Resources Part 2: Empowerment process 51

52 I m ready to empower my people Part 2: Empowerment process Part 3: Resources Ideabook Sounds like a good idea, but I m not sure how Case studies Part 3: Resources Part 2: Empowerment process I don t work in a FSP but I want to help Part 3: Resources Part 2: Empowerment process Part 1: Why is it important? I want to recommend this to someone else Part 1: Why is it important? Introduction I want to empower myself T&T Individual Assessment Tool Part 3: Resources Part 2: Empowerment process 52

53 I m ready to empower my people Part 2: Empowerment process Part 3: Resources Ideabook Sounds like a good idea, but I m not sure how Case studies Part 3: Resources Part 2: Empowerment process I don t work in a FSP but I want to help Part 3: Resources Part 2: Empowerment process Part 1: Why is it important? I want to recommend this to someone else Part 1: Why is it important? Introduction I want to empower myself T&T Individual Assessment Tool Part 3: Resources Part 2: Empowerment process 53

54 I m ready to empower my people Part 2: Empowerment process Part 3: Resources Ideabook Sounds like a good idea, but I m not sure how Case studies Part 3: Resources Part 2: Empowerment process I don t work in a FSP but I want to help Part 3: Resources Part 2: Empowerment process Part 1: Why is it important? I want to recommend this to someone else Part 1: Why is it important? Introduction I want to empower myself T&T Individual Assessment Tool Part 3: Resources Part 2: Empowerment process 54

55 The CGAP Customer-Centric Guide is a collection of hands-on toolkits and experiments that help you design and deliver effective financial services for low-income customers. customersguide.cgap.org

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57 This module was designed in collaboration with. based on content from the Employee and agent empowerment Toolkit created by CGAP 57

58 Our Partners CUSTOMER CENTRICITY SERIES SEGMENTATION MODULE 58