Applications of IT in Research
Business Performance Modelling
ORC International has developed a conceptual business model, which can be used to identify the underlying relationship between business performance, customer satisfaction and employee commitment. Combining management information in this way to investigate relative impacts, allows organisations to focus on those areas, which have the greatest impact on business performance, and will therefore offer the best return on investment.
Client example
ORC international worked with Nationwide Building Society to investigate if there is indeed a tangible and actionable link between employee commitment, customer service and business performance.
As a starting point we collected all the relevant data sets, comprising employee satisfaction data, customer satisfaction data, business data, branch refurbishment data and finally employee data, which was made available on a range of employee characteristics such age, length of service and ethnicity.
Analysis was then undertaken to quantify the strength of dependence between the different data items. The analysis proved that employee satisfaction has a positive impact on employee performance and the delivery of customer service, leading to improved customer loyalty. This in turn leads to an increase in the sale of products such as personal loans and mortgages.
The findings of the study are being used to inform new business strategies and HR policies at Nationwide.
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