SBIR Phase I: Method and Means for Collecting and Analyzing Customer Service Performance Data

SBIR 第一阶段：收集和分析客户服务绩效数据的方法和手段

• 批准号: 0944952
• 负责人: Lois Pannkuk
• 金额: $ 14.95万
• 依托单位: Vision-1, LLC
• 依托单位国家: 美国
• 项目类别: Standard Grant
• 财政年份: 2010
• 资助国家: 美国
• 起止时间: 2010-01-01 至 2010-12-31
• 项目状态: 已结题
• 来源: https://www.nsf.gov/awardsearch/showAward?AWD_ID=0944952&HistoricalAwards=false
• 关键词: SBIR; Phase; Method; Means; Collecting

This Small Business Innovation Research (SBIR) Phase I project will test the baseline requirements necessary for the development of an employee performance measurement platform that utilizes technology to accomplish a continuous service performance data flow used to motivate employees to higher performance levels through the use of quantitative reporting, and consistent, steady recognition/reward systems. Currently, business managers within the services industries have few reliable, quantitative methods for measuring and managing employee customer service performance. Research components for this project include: 1) Test the utilization of POS (Point of Sale) / PIN-pad technologies in a live retail environment to determine their capability in supporting this transaction level surveying process 2) Determine if consumer respondents will engage in this point of transaction survey process 3) Determine if the resultant data provides meaningful reporting that demonstrates the fluid nature of customer service and fills the knowledge gap regarding employee performance. Employee performance and nearly every other customer-facing element of business is rendered subjective without the timely input from the customer. With continuous and consistent data measurement available through the electronic delivery of survey questions / capture of responses real time at the transaction level, a quantitative employee performance system is established. With transaction level performance data combined with contextual data such as employee, time of day, etc. new dimensions of employee performance measurements will be derived.

小型企业创新研究(SBIR)第一阶段项目将测试开发员工绩效衡量平台所需的基线要求，该平台利用技术实现持续的服务绩效数据流，通过使用量化报告和一致、稳定的表彰/奖励系统来激励员工达到更高的绩效水平。目前，服务行业的业务经理几乎没有可靠的、量化的方法来衡量和管理员工的客户服务绩效。本项目的研究内容包括：1)在现场零售环境中测试POS(销售点)/PIN-PAD技术的使用情况，以确定它们支持此交易水平调查流程的能力；2)确定消费者受访者是否会参与交易调查流程的这一点；3)确定结果数据是否提供有意义的报告，证明客户服务的流动性，并填补有关员工绩效的知识空白。如果没有客户的及时投入，员工绩效和几乎所有其他面向客户的业务要素都会变得主观。通过在交易层面通过电子发送调查问题/实时捕获答复，可获得连续和一致的数据衡量，从而建立了量化的员工绩效系统。通过将交易级绩效数据与员工、时间等上下文数据相结合，将得出员工绩效衡量的新维度。