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This is an MIT Sloan Management Review article. Managing employees who work together globally is an ongoing challenge for executives of large organizations. The ability to quickly detect changes in the health of relationships with clients can unlock significant value. Many companies monitor customer satisfaction through customer satisfaction surveys, such as the Net Promoter Score (NPS) pioneered by Bain & Co. However, such methods are limited in their ability to provide frequent, detailed and cost-effective evaluations.The way people interact with each other and what they say offer an important window into how they feel about each other. However, the content of what is said is often less significant than how it is said and the accompanying body language. Although face-to-face meetings between providers and customers may offer the clearest and most comprehensive way for managers to gauge customer satisfaction, such information is not generally available in high-volume, globalized collaborations. The authors have developed an assessment method for analyzing email communication patterns between customers and vendors in geographically distributed environments where face-to-face meetings are impractical or impossible. In conducting the research, the authors analyzed the email interactions of 32 service delivery organizations -all part of Genpact, a large global services provider. After notifying the various parties involved and obtaining permissions, the authors retrieved the communications between account managers and their customers and constructed the social network. The authors collected the email boxes of two to three account executives per customer studied and compared the network structure of the communications to the customer's NPS, which was the primary customer satisfaction metric Genpact had been using. The authors also collected the email headers from incoming and outgoing emails for the account executives over a period of eight months. The researchers compared the structure of the resulting communication network with the NPS scores. The authors acknowledge that the method is specifically based on email analysis, and thus it is poorly suited to work contexts where email is not widely employed. In the future, they suggest that it might be possible to adapt the methodology to other electronic media, such as instant messaging services and voice-over-IP telephony.
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Reading Global Clients' Signals is a Harvard Business (HBR) Case Study on Leadership & Managing People , Texas Business School provides HBR case study assignment help for just $9. Texas Business School(TBS) case study solution is based on HBR Case Study Method framework, TBS expertise & global insights. Reading Global Clients' Signals is designed and drafted in a manner to allow the HBR case study reader to analyze a real-world problem by putting reader into the position of the decision maker. Reading Global Clients' Signals case study will help professionals, MBA, EMBA, and leaders to develop a broad and clear understanding of casecategory challenges. Reading Global Clients' Signals will also provide insight into areas such as – wordlist , strategy, leadership, sales and marketing, and negotiations.
Reading Global Clients' Signals case study solution is focused on solving the strategic and operational challenges the protagonist of the case is facing. The challenges involve – evaluation of strategic options, key role of Leadership & Managing People, leadership qualities of the protagonist, and dynamics of the external environment. The challenge in front of the protagonist, of Reading Global Clients' Signals, is to not only build a competitive position of the organization but also to sustain it over a period of time.
The Reading Global Clients' Signals case study solution requires the MBA, EMBA, executive, professional to have a deep understanding of various strategic management tools such as SWOT Analysis, PESTEL Analysis / PEST Analysis / STEP Analysis, Porter Five Forces Analysis, Go To Market Strategy, BCG Matrix Analysis, Porter Value Chain Analysis, Ansoff Matrix Analysis, VRIO / VRIN and Marketing Mix Analysis.
In the Texas Business School, Reading Global Clients' Signals case study solution – following strategic tools are used - SWOT Analysis, PESTEL Analysis / PEST Analysis / STEP Analysis, Porter Five Forces Analysis, Go To Market Strategy, BCG Matrix Analysis, Porter Value Chain Analysis, Ansoff Matrix Analysis, VRIO / VRIN and Marketing Mix Analysis.
We have additionally used the concept of supply chain management and leadership framework to build a comprehensive case study solution for the case – Reading Global Clients' Signals
The first step to solve HBR Reading Global Clients' Signals case study solution is to identify the problem present in the case. The problem statement of the case is provided in the beginning of the case where the protagonist is contemplating various options in the face of numerous challenges that Email Nps is facing right now. Even though the problem statement is essentially – “Leadership & Managing People” challenge but it has impacted by others factors such as communication in the organization, uncertainty in the external environment, leadership in Email Nps, style of leadership and organization structure, marketing and sales, organizational behavior, strategy, internal politics, stakeholders priorities and more.
Texas Business School approach of case study analysis – Conclusion, Reasons, Evidences - provides a framework to analyze every HBR case study. It requires conducting robust external environmental analysis to decipher evidences for the reasons presented in the Reading Global Clients' Signals.
The external environment analysis of Reading Global Clients' Signals will ensure that we are keeping a tab on the macro-environment factors that are directly and indirectly impacting the business of the firm.
PESTEL stands for political, economic, social, technological, environmental and legal factors that impact the external environment of firm in Reading Global Clients' Signals case study. PESTEL analysis of " Reading Global Clients' Signals" can help us understand why the organization is performing badly, what are the factors in the external environment that are impacting the performance of the organization, and how the organization can either manage or mitigate the impact of these external factors.
As mentioned above PESTEL Analysis has six elements – political, economic, social, technological, environmental, and legal. All the six elements are explained in context with Reading Global Clients' Signals macro-environment and how it impacts the businesses of the firm.
To do comprehensive PESTEL analysis of case study – Reading Global Clients' Signals , we have researched numerous components under the six factors of PESTEL analysis.
Political factors impact seven key decision making areas – economic environment, socio-cultural environment, rate of innovation & investment in research & development, environmental laws, legal requirements, and acceptance of new technologies.
Government policies have significant impact on the business environment of any country. The firm in “ Reading Global Clients' Signals ” needs to navigate these policy decisions to create either an edge for itself or reduce the negative impact of the policy as far as possible.
Data safety laws – The countries in which Email Nps is operating, firms are required to store customer data within the premises of the country. Email Nps needs to restructure its IT policies to accommodate these changes. In the EU countries, firms are required to make special provision for privacy issues and other laws.
Competition Regulations – Numerous countries have strong competition laws both regarding the monopoly conditions and day to day fair business practices. Reading Global Clients' Signals has numerous instances where the competition regulations aspects can be scrutinized.
Import restrictions on products – Before entering the new market, Email Nps in case study Reading Global Clients' Signals" should look into the import restrictions that may be present in the prospective market.
Export restrictions on products – Apart from direct product export restrictions in field of technology and agriculture, a number of countries also have capital controls. Email Nps in case study “ Reading Global Clients' Signals ” should look into these export restrictions policies.
Foreign Direct Investment Policies – Government policies favors local companies over international policies, Email Nps in case study “ Reading Global Clients' Signals ” should understand in minute details regarding the Foreign Direct Investment policies of the prospective market.
Corporate Taxes – The rate of taxes is often used by governments to lure foreign direct investments or increase domestic investment in a certain sector. Corporate taxation can be divided into two categories – taxes on profits and taxes on operations. Taxes on profits number is important for companies that already have a sustainable business model, while taxes on operations is far more significant for companies that are looking to set up new plants or operations.
Tariffs – Chekout how much tariffs the firm needs to pay in the “ Reading Global Clients' Signals ” case study. The level of tariffs will determine the viability of the business model that the firm is contemplating. If the tariffs are high then it will be extremely difficult to compete with the local competitors. But if the tariffs are between 5-10% then Email Nps can compete against other competitors.
Research and Development Subsidies and Policies – Governments often provide tax breaks and other incentives for companies to innovate in various sectors of priority. Managers at Reading Global Clients' Signals case study have to assess whether their business can benefit from such government assistance and subsidies.
Consumer protection – Different countries have different consumer protection laws. Managers need to clarify not only the consumer protection laws in advance but also legal implications if the firm fails to meet any of them.
Political System and Its Implications – Different political systems have different approach to free market and entrepreneurship. Managers need to assess these factors even before entering the market.
Freedom of Press is critical for fair trade and transparency. Countries where freedom of press is not prevalent there are high chances of both political and commercial corruption.
Corruption level – Email Nps needs to assess the level of corruptions both at the official level and at the market level, even before entering a new market. To tackle the menace of corruption – a firm should have a clear SOP that provides managers at each level what to do when they encounter instances of either systematic corruption or bureaucrats looking to take bribes from the firm.
Independence of judiciary – It is critical for fair business practices. If a country doesn’t have independent judiciary then there is no point entry into such a country for business.
Government attitude towards trade unions – Different political systems and government have different attitude towards trade unions and collective bargaining. The firm needs to assess – its comfort dealing with the unions and regulations regarding unions in a given market or industry. If both are on the same page then it makes sense to enter, otherwise it doesn’t.
PESTEL stands for political, economic, social, technological, environmental and legal factors that impact the external environment of firm in Reading Global Clients' Signals case study. PESTEL analysis of " Reading Global Clients' Signals" can help us understand why the organization is performing badly, what are the factors in the external environment that are impacting the performance of the organization, and how the organization can either manage or mitigate the impact of these external factors.
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