Introduction

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Introduction • The Home Depot’s decline in Customer Satisfaction • Voice Of the Customer (VOC) • Company Growth • Lisa Boyd, Human Resource Manager

description

Introduction. The Home Depot’s decline in Customer Satisfaction Voice Of the Customer (VOC) Company Growth Lisa Boyd, Human Resource Manager. Introduction Cont. Hiring New Employees Training in Orientation Revise the Online Survey. Proposed Tasks. - PowerPoint PPT Presentation

Transcript of Introduction

Page 1: Introduction

Introduction

• The Home Depot’s decline in Customer Satisfaction

• Voice Of the Customer (VOC)

• Company Growth

• Lisa Boyd, Human Resource Manager

Page 2: Introduction

Introduction Cont.

• Hiring New Employees

• Training in Orientation

• Revise the Online Survey

Page 3: Introduction

Proposed Tasks

• Increase the number of employees in high volume departments

• Include a Customer Satisfaction Portion of New Hire Training

• Revise the Online Survey

Page 4: Introduction

Time Schedule

• Primary Research– Interview with Lisa Boyd– Customer Survey

• Secondary Research– Internet Sources

• Progress Report• Group Meetings• Final Proposal

Page 5: Introduction

Qualifications/Experience

• Stan Caballero– History/Business– Employed by The Home Depot

• Heather Swords– Public Relations/RHIM

• Barrett Sisk– Landscape Architecture– Employed by The Home Depot

Page 6: Introduction

Qualifications/Experience

• Justin Garcia– Pre Med

• Ken Wogan– Economics/Political Science

Page 7: Introduction

Budget

• Increase Sales Associates– Hire eight at $7/hr– Total new expenditures for entire

company: $249,733,120

• How can Home Depot justify this increase in spending?

Page 8: Introduction

Budget Cont.

• Company processed 1.3 billion transactions in 2006– Average transaction: $64– Total company loses: $250,419,300– Increase in Customer Satisfaction:

Priceless

• Result: $686,080 Net gain

Page 9: Introduction

Conclusion

• Proposed tasks can immediately and progressively increase Customer Service

• Happy customers means more business

• Remember: It costs more to recruit new customers than to retain old ones!


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