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Business Case for 'Delivering Excellence' Course

The customers, globally, are increasingly demanding high-quality products and services. As a result, businesses are under pressure to provide exceptional customer service and consistently deliver excellent products and experiences.


The "Delivering Excellence" course can help businesses meet these challenges by teaching their employees the skills and strategies needed to provide excellent customer service and deliver high-quality products and experiences. The course covers a range of topics, including project/ program management, service delivery, customer delight, complaint-feedback management, talent management, and staff reskilling-redeployment programs, all of which are critical for success in today's competitive business environment.


By investing in this course, businesses can expect to see a range of benefits, including:


Tangible:

  • Improved resource utilisation

  • Increased customer satisfaction

  • Increased repeat business

  • Increased positive referrals

  • Reduced project overruns

  • Improved on-time delivery

  • Reduced customer complaints

  • Reduced customer churn rate

  • Reduced penalties

  • Increased NPS (Net Promoter Score)

  • Improved budget management

  • Reduced rework efforts

  • Reduced time taken to resolve customer complaints

  • Improvements based on customer feedback and complaints

  • Increased revenue

  • Increased profits

  • Increased rates for products and services

  • Increased employee satisfaction

  • Reduced employee churn rates

Non-tangible

  • Competitive advantage

  • Enhanced reputation

  • Enhanced effectiveness of Delivering Excellence Program

Overall, the "Delivering Excellence" course can be an effective way for businesses across the globe to improve customer service, increase employee engagement, reduce costs, and gain a competitive advantage in a rapidly growing market.


Here, we attempt two business cases.


Assumptions:

Based on these assumptions, the company can expect to see a return on investment of 10x from the "Delivering Excellence" course. Of course, the actual ROI will depend on the specific circumstances of each company and may vary.


Case1: TCS (based on annual report 2023)

The case makes the following assumptions:

  1. Number of employees = 6145795

  2. Revenue of the company = INR 225458 cr

  3. Number of working days in an year = 220

  4. Cost of the course = INR 5000 per participant (inhouse fee, full scope confirmation, e-learning or VoD may be used) = 22 cr

  5. Duration of the course = 3 Days

  6. Number of employees sent for Delivering Excellence course in 2023 = 43036 (7% based on the McKinsey article https://www.mckinsey.com/featured-insights/mckinsey-explainers/what-is-business-transformation)

  7. Opportunity cost of missed work (for 43036 employees) = INR 215 cr

  8. Increase in revenue (22 different pointers as above benefits) = 1.2%

  9. RoI = 10X



Case2 A Company (commercially collected information for about 80 companies with revenue INR 150 cr and above)

The case makes the following assumptions:

  1. Number of employees = 89137

  2. Revenue of the company = INR 17720756375

  3. Number of working days in an year = 220

  4. Cost of the course = INR 10000 per participant (inhouse fee, full scope confirmation, e-learning or VoD may be used) = INR 62395900

  5. Duration of the course = 3 Days

  6. Number of employees sent for Delivering Excellence course in 2023 = 6240 (7% based on McKinsey article)

  7. Opportunity cost of missed work (for 6240 employees) = INR 16915267

  8. Increase in revenue (22 different pointers as above benefits) = 5%

  9. RoI = 10X


Conclusion: Based on these assumptions, the companies can expect to see a return on investment of 10X in both cases from investing in the "Delivering Excellence" course. Of course, the actual ROI will depend on the specific circumstances of each company and may vary. However, in general, investing in employee training and development can lead to improved project/ program management and customer delight, and a positive impact on the company's revenue (about 22 benefits listed above).


*the calculations are hypothetical **please write to request a business case specific to your industry and company

***a pdf version of this business case is available upon request

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Daman Sood
Daman Sood
01 de dez. de 2023
Avaliado com 5 de 5 estrelas.

I look forward to your views on this piece.

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