Qatar foundation Voice of Customer

VoC Objective FEEDBACK QF Shared Services objective is to capture service experience and perception across all service providers, collecting feedback from the broad base of customers across Qatar Foundation to complement our continuous customer engagement strategy and our Service Management Model. STRATEGIC TEAM RESPONSES Qatar Foundation ....Head Quarters Education 40% 24% 21% 15% Community.. Development Research and ...Development SUMMARY OF 3.09 OVERALL FINDINGS ..Community Development RATINGS PER STRATEGIC TEAM ..(2.78 )....Education 69% of Customer's responses rated the QF overall Shared Services at Meets Expectation or Above ....( 2.77 ).........QF Head Quarters 61 services surveyed based on turnaround time and quality across 10 Service Providers The scores are all relatively close where all Service providers are just below the 3.0 mark which was our target. 2.75 •Research and Development Shared Services - Baseline Service Satisfaction Target - 3.0 2.92, 3.0 3. Support Services Directorate 1. Health, Safety, Security and Environment Directorate 2.96 2.90 2.89, 2. 2.81 Communication Directorate Procurement Directorate 5. Legal Directorate 2.87 7. Business Process Improvement Directorate 2.78 2.72 Human Resources Directorate 2.81 9. Facilities Management Directorate 10. Finance Directorate 8. Information Technology Directorate THE TOP 3 OUT OF 10 SERVICE PROVIDERS BASED ON CUSTOMER SATISFACTION RATINGS ARE: TOP 10 SERVICES AMONGALL SERVICE PROVIDERS 3.86 3.18) 1. Government Affairs Services 3.30) 3.17 Security Events Support 4. Community and Recreational Services Housing Accommodation (ECCH): 3.12 3.06 5. i-Procurement/ Move 3.07 Order Training . .. .. 3.05, Office Support Services 8. Overall Security Services 3.12 3.09 10. Safety Services 7. Provision Of Utilities in QF 6. Logistics Services First Segment of Survey is designed to focus on Shared Services Activities, where respondents were asked to share their views on SHS future activities & primary focus. WHAT WOULD YOU PERCEIVE TO BE MOST BENEFICIAL FOR QF IN REGARDS TO SHARED SERVICES 63% 49% 35% Process Enhanced Service Levels Cost Efficiency / Quality Optimization 18% 17% 14% HOW SHOULD WE IMPROVE THE SHARED SERVICES JOURNEY Platform to Support Growth Data Visibility Developing New Talent 67% 40% 35% WHERE WOULD YOU LIKE TO SEE SHARED SERVICES FOCUS ON IN NEXT 3-5 YEARS Improve Cycle Time Better Alignment between Process and Technology Faster Decision Making/Issue Resolution 21% 21% 17% 36% 30% 23% Stronger Executive Support Stronger Governance Stronger Reporting Process Optimization Technology Integration Service Management 13% 10% Change Management Stronger Governance CUSTOMER FINDINGS. Greatly exceetds expectation 5 Exceeds Meets Does not meet Mostly meets expectation expectation expectation expectation 4 • Most Beneficial - Process Efficiency / Quality • Improvement Area- Faster Decision making / issue resolution EDUCATION Future Focus - Process Optimization RESPONSE BREAKDOWN PD CD LD HR HSSE SS BPI FIN IT FM 1% 1% 3% 4% 1% 6% 5% 12% 11% 14% 6% 13% 21% 12% 9% 18% 18% 15% 22% 51% 42% 67% 44% 47% 46% 66% 38% 53% 43% 28% 27% 23% 20% 22% 15% 19% 14% 18% 20% 16% 16% 11% 12% 11% 14% 9% 7% 9% · Most Beneficial - Process Efficiency / Quality COMMUNITY DEVELOPMENT • Improvement Area- Faster Decision making / issue resolution · Future Focus - Service Management RESPONSE BREAKDOWN IT SS HSSE HR FM PD BF CD LD FIN 2% 3% 6% 7% 4% 12% 10% 9% 6% 7% 15% 20% 24% 19% 21% 22% 15% 28% 24% 57% 72% 49% 55% 46% 54% 51% 61% 46% 50% 19% 17% 19% 16% 13% 10% 16% 11% 13% 10% 5% 8% 7% 7% 9% 4% 4% 5% 3% 2% • Most Beneficial - Process Efficiency / Quality RESEARCH AND DEVELOPMENT • Improvement Area- Faster Decision making / issue resolution · Future Focus - Process Optimization RESPONSE BREAKDOWN HSSE BPI IT SS CD FM HR PD LD FIN 1% 1% 5% 2% 5% 1% 4% 7% 13% 13% 13% 19% 19% 19% 20% 17% 20% 20% 40% 34% 45% 29% 39% 53% 34% 39% 57% 61% 33% 35% 19% 25% 31% 43% 30% 25% 12% 19% 18% 14% 4% 9% 9% 8% 7% 4% 5% 5% • Most Beneficial - Process Efficiency / Quality QATAR FOUNDATION- Improvement Area- Faster Decision making / HEAD QUARTERS issue resolution · Future Focus - Service management RESPONSE BREAKDOWN LD SS FM HSSE CD BPI FIN PD IT HR 6% 7% 7% 5% 4% 5% 3% 7% 8% 9% 10% 9% 11% 17% 11% 16% 12% 13% 17% 18% 45% 46% 37% 46% 53% 41% 53% 48% 44% 59% 20% 24% 26% 22% 20% 18% 16% 16% 21% 12% 13% 14% 15% 14% 15% 17% 25% 11% 6% 7% SHS OVERALL RECOMMENDATIONS Continuous Improvement Improve Cycle -time Enhanced Service Levels Process Faster Decision 10% improvement in Efficiency and Quality Objective Enablers making / issue resolution Customer Satisfaction Alignment between Cost Optimization process and Techno Change Managment