| RULES & REGULATIONS |
| Definitions |
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Practice areas - Practice areas are defined in these rules pertaining to customer Responsivness |
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Participant - An organization submittng a practice in the website. |
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Management - Persons who are responsible for conduct of the website and awards |
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Visitor - Any person visiting the site, with the purpose of reading and/or rating a practice that has been submitted. |
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Website - www.avayaglobalconnect.com/crpractices |
| Participation |
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All Indian organizations (company / partnership / co-operative / HUF) are permitted to participate in the awards ie, organizations with a registered address and who conduct business / have operations in India |
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| The practice submitted must have been developed and implemented in the participant organisation |
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| Participants need to complete the participation questionnaire based on their Indian operations in the event they have operations both in and outside India |
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| Participants need to have commenced operations at least 6 months prior to August 1, 2007 else they will be disqualified from participation |
| Receipt of entries |
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| Entries can be submitted at any time on-line on the website. |
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| Entries once submitted cannot be removed by the participant. They will need to submit a request to the Management with reasons for removal and based on the decision of the management, the said practice will then be removed from the website, |
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| Entries submitted in Business Practice are solely submitter’s responsibility, which AGC will assume to be correct and authentic. |
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| The submitted practice needs to be verified by one senior officer of the organization (from amongst the MD, CEO, CFO, CIO, COO, Directors, Board, Company secretary, Head of marketing, Head of sales or Head of customer relations) |
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| Entries will only be accepted in English, and through the website |
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| Management will not be responsible for any incomplete / incorrect entries |
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| A participant can submit any number of practices as long as they are different from each other in letter and spirit |
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| Entries must pertain to an organisation, not an individual or a consultant, which exists and currently operates in India |
| Rating of a practice |
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| Any visitor can rate a practice |
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| A combination of the number of page views (hits) and ratings given by the viewers to an individual practice, would be used to determine which of the practices would get published in a publication, book or journal. |
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| The rating would be a continuous activity and would get updated whenever the practice has been rated |
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| This would continue as long as the practice is hosted on the website |
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| Practice areas |
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| | Determination of the practice areas to which a participant belongs is at the discretion of Management. |
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| | Practice areas are subject to change due to any reasons at the discretion of the Management |
| Practice areas are defined as follows: |
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| | Voice of Customer: What are the process/practices that the organisation uses to
understand the key expectations/needs of the different segments of the customers?
Alternatively, how does the company capture the Voice of the different segments
of Customers? |
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| | Customer Relationship Management: How does the company build relationship with the
different segments of its customers and at different levels? |
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| | Customer Segmentation: How does the company segment the marketplace and arrive at
the segments of customers most attractive for it to target? Alternatively, how does
the company group its customers into different segments to be able to target the
most attractive groups for the company?
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| | Building Loyalty : What practice does the company use to ensure repeat business/usage
of its products/services on an ongoing basis? How is it different for different
segments of customers?
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| | Customer Satisfaction Determination: What are the practices or processes that are
used to determine the satisfaction of customers? Alternatively, how do you get feedback
on your products or services from customers? |
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| | Customer Contact Mechanisms : How do you provide access to your products, services
or your organisation to your existing or prospective customers? How do you make
it easy for a customer to contact/interact the company for any need or a query or
a complaint?
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| | Complaint Management : How does the company manage its complaints with a view to
provide speedy response and satisfactory resolution and how is the process used
to prevent complaints?
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| | New Product Information Process : How does the company go about introducing New
products to meet either articulated or Unarticulated (Un met) needs of the customers? |
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| | Sales Process : What is the process or practice through which you sell your product or service to your customers? Eg. Some Industries use Experiential selling, while some other use Demonstrations in simulated environment. Other Eg of Sales processes would be Direct Door to Door selling of products |
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| | Process of encouraging Innovation in organisation : What are the mechanisms used by the company to encourage innovation w.r.t. introducing products or usage of products or services for the benefit of the customers or increased effectiveness of its services? It could include How does the company define innovation, how does it communicate innovation as a key ingredient for future success or customer satisfaction etc. |
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| | Strategic Planning with Focus on Customers : How does the Strategic Planning process (Especially the longer term) focus on Customer needs and expectations (both current and future)? |
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| | Knowledge Management : What is the process/practice used by the company to Capture, store, disseminate internally about Customer needs, expectations, unmet needs and Competitor products, services? |
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| | Leadership focus on Customers : How does the Leadership of your company create a focus on Customers within the organisation? Alternatively What are the practices/tools used by the company to create a focus on Customers within the company? |
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| | Employee Reward and Recognition for Customer Responsiveness : What practices does the company have towards recognizing /rewarding/Compensating employees for being more responsive or fro providing superior service to customers? |
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| | Continuous improvement : What is your process to continuously improve practices related to Customer experience? |
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| Publishing of practices |
| | The top practices in terms of viewership combined with average rating would be published in any publication or book |
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| | In case the same practice is getting repeated in multiple periods, the next best in terms of ratings would be published - Not necessary |
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| | Each practice will be published only once |
| Awards |
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| | An independent jury will decide the winners based on criteria finalised by the jury themselves and may include, but not limited to the following : |
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| | Number of times the individual practice was viewed |
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| | Average Rating of the practice in the award period |
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| | Qualitative comments submitted against the practice |
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| | Actual results achieved by the practice to the organisation who had submitted the practice |
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| | Any other criteria finalised by the Independent jury |
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| | All above criteria may be subject to the application of weights - |
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| | Jury’s decision is final and binding on all participants |
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| Top |
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