Multi layered customer interaction is very real and day to day ingredient of Payroll manager. This also poses question on who matters in the end.........or in six sigma terms "who is the customer". I believe there is no one answers other than servicing different customer at different level depending on asks. At the same time we must not forget payroll as an employee service function which has to listen to requirements of end customer -Employee. This helps in big for any transformational activities.
Tuesday, February 24, 2009
Multi layered customer interaction is very real and day to day ingredient of Payroll manager. This also poses question on who matters in the end.........or in six sigma terms "who is the customer". I believe there is no one answers other than servicing different customer at different level depending on asks. At the same time we must not forget payroll as an employee service function which has to listen to requirements of end customer -Employee. This helps in big for any transformational activities.
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Few things about CSAT of employee.......this is not just a tool to understand what an end customer wants. This also helps you to see the end to end of process from end customer point of view. Why we should have end to end view........because you need get ahead on value chain if you intend optimize the process to the extent it adds value to bottom line by reducing cost. As I mentioned earlier payroll is not a primary process so any process improvement in isolation will not really add value to company. So Employee CSAT makes to realize few things:
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2. It enables you to position yourself to work on transformation in the strategy pyramid.
3. Gives full view of payroll cost as seen by CEO.