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Business Refinement: The Complete External Feedback Cycle

Based on the "Feedback Request" and "Feedback Response" epics, we can consolidate the business vision for the complete external feedback cycle. The central objective is to empower employees to seek valuable customer evaluations and ensure that these insights are collected in a structured and secure manner, driving professional development and service quality.

Integrated Process Vision

The process unfolds in three main phases:

  1. Initiation and Approval (Employee and PDM): An employee identifies the need for customer feedback and formalizes this request through a custom form. This form, containing specific questions and the list of external reviewers, undergoes a review by the PDM (People Development Manager). The PDM's approval ensures the relevance and appropriateness of the request, aligning it with company guidelines. If rejected, the employee has the opportunity to refine and resubmit the request.
  2. Feedback Collection (External Reviewer): Once approved, the request is sent to external reviewers (customers) via a secure link. These reviewers access a dedicated environment where, after an identity validation process (email and access code), they can answer the questions anonymously. The system validates if the feedback is being provided within the stipulated deadline, ensuring the timeliness of the information.
  3. Conclusion and Notification (System and Employee): The reviewers' responses are collected and stored. As soon as all expected feedback is received, the system automatically closes the request and notifies the employee, indicating that the collection cycle is complete and the insights are available for analysis.

Business Objectives

  • Promote Continuous Development: Provide a tool for employees to receive constructive feedback directly from customers, fostering the continuous improvement of their skills and deliverables.
  • Improve Service Quality: Through customer insights, identify areas for improvement in the services provided and in customer interaction, aiming for excellence.
  • Strengthen Customer Relationships: Engage customers in the feedback process, demonstrating the value of their opinions and reinforcing the partnership.
  • Ensure Governance and Quality: Ensure that feedback requests are reviewed and approved by the PDM, maintaining the relevance and privacy of the data.
  • Automate the Workflow: Optimize the process of requesting, collecting, and notifying feedback, reducing the administrative burden and increasing efficiency.
  • Maintain Confidentiality and Anonymity: Protect the identity of external reviewers and ensure that feedback is given anonymously, encouraging honesty in responses.

Key Business Gains

  • Increased Efficiency: Reduction in the time and effort required to request and collect external feedback.
  • More Informed Decisions: Employees and PDMs will have access to concrete data to plan development and improve strategies.
  • Enhanced Engagement: Both employees and customers will feel more involved in the improvement cycle.
  • Process Standardization: Ensures a consistent and controllable flow for obtaining external feedback.

Strategic Considerations

  • Usability: The system must be intuitive for employees, PDMs, and especially for external reviewers, ensuring a high response rate.
  • Security: The protection of reviewer data and the integrity of feedback information are crucial.
  • Scalability: The solution must be able to support a growing volume of feedback requests and responses.