Figures, some are amazing…
- First the most incredible, 93% of the Pentalog job offers are accepted! I wasn’t aware of this fact and it really amazed me. People Centric, I would like to thank you for the quality of your targeting. However, we would like it even better in particular in the industrial and embedded sectors.
- 73% of the commercial offers sent by Pentalog in 2009 to new clients were accepted… but this figure is declining. In the past few months, we are below 60%. Is this an effect of the crisis or because of the change in our organization? This issue is being studied.
- 90% of the tenders sent to our existing clients are accepted… Confidence is high!
- The overall satisfaction of our clients (as expressed by the surveys) is: 78% (our target was 70%). It is obvious that the propensity to express one-self is stronger when the opinion is negative, but this is the name of the game. Most of the surveys conducted by IT companies indicate results ranging from 60 to 80%. But it rarely goes beyond this figure. But we will probably soon see an improvement and reach our objective.
- The quality of our customer relationship is very high: 87%! This sub indicator shows the overall satisfaction!
- 8 customer complaints since the 1st of January. Less than one per month. 4 came from 2 customers, and for entirely different reasons. For one, it was the structure and organization of the team and the other one because of the difficulty Pentalog had to follow a much smaller operation than others. Anyway… We need to identify and eliminate them. But 8 claims for more than 100 missions and projects and 400 employees, we are already seeing the first results of our quality plan. We will continue to monitor and make further improvements!
- Pentalog employees spent more than 3500 days in training, more than 10 days per person (I think that our annual average is 320). This figure also surprised me. I knew it was high, but not to this point. We have reached 120% of our objective!
These figures come from the management meeting we held yesterday for 3 sites in the world (Orleans, Brasov and Hanoi). Some indicate a need for improvement. We are extremely behind in our goal to hold annual interviews with our employees. Similarly, in calculating the level of customer satisfaction, the sub-indicators for commercial follow-up definitely need to be improved. It is a fact of our business model. But we’re working on it!
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Posted on Tue., 17 Nov. 2009 10:34 by flasnier (114 day(s) old) | |||||||
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