In an effort to upgrade the quality of its overall functioning, Philips India Ltd. has launched an internal customer feedback survey in its consumer electronics division. Accordingly, there is an intra-departmental rating that is carried out where every department has to rate other departments based on a host of clearly outlined parameters. "The present initiative is a 6-monthly feedback tool that we have evolved to strengthen the inter-linkages and co-ordination between various departments. We have designed this HR tool mainly to suit our business requirements," said Philips India Ltd general manager (HRM) consumer electronics division RP Singh Gandhoke.
The parameters to rate each department would include innovativeness, clarity in communication, speediness and quality of response, and focus on external customers. The rating of those departments for whom coordination is very essential is normally given a higher weightage in the initiative. For instance, a product marketing department may have to more closely interact with the supply chain management department in comparison to others. In such a scenario, the rating exercise that is carried out between these two departments will come for more deliberation and proactive action. The results of these initiatives are them collated and periodically monitored by the organization. Along with this, the departments also explore ways to enhance the functioning quality on some of the parameters where the rating has been critical. (Financial Express)
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