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:
Number of employees = 6145795
Revenue of the company = INR 225458 cr
Number of working days in an year = 220
Cost of the course = INR 5000 per participant (inhouse fee, full scope confirmation, e-learning or VoD may be used) = 22 cr
Duration of the course = 3 Days
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)
Opportunity cost of missed work (for 43036 employees) = INR 215 cr
Increase in revenue (22 different pointers as above benefits) = 1.2%
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:
Number of employees = 89137
Revenue of the company = INR 17720756375
Number of working days in an year = 220
Cost of the course = INR 10000 per participant (inhouse fee, full scope confirmation, e-learning or VoD may be used) = INR 62395900
Duration of the course = 3 Days
Number of employees sent for Delivering Excellence course in 2023 = 6240 (7% based on McKinsey article)
Opportunity cost of missed work (for 6240 employees) = INR 16915267
Increase in revenue (22 different pointers as above benefits) = 5%
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