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Solid waste minimization projects should be evaluated based on these three areas, the initial investment, the payback period, and the internal rate of return. The initial investment is important to determine and allocate the start up funds an organization has available to begin the project. This is needed to determine a starting point for the waste minimization efforts. The payback period and the internal rate of return measure the success of the project in nancial terms.
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7.4 Customer and Stakeholder Satisfaction Measurements
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A recent study on employee and customer satisfaction indicated that being green bolsters employees and customers opinions of the organization. In February 2008, Brockmann & Company, the customer insight rm released its latest independent report on being green and its relationship to business performance. The report, entitled The Power of Green reviews buyer preferences for green brands and considers the state of green in over 100 organizations from around the world. Business people con rm that higher greenness is coincident with higher customer satisfaction, higher employee satisfaction, and higher revenues per employee. Peter Brockmann, president of Brockmann & Company said, Business people have worried about the cost of being green. We provide evidence that companies that focus on recycling in the of ce, reducing energy consumption in the of ce and use video conferencing or tele-presence technologies intensively, also have higher customer satisfaction, higher employee satisfaction and higher revenues per employee. This report also showed that top performers scoring high on the green quotient had three times more customer satisfaction than poor performers (organizations scoring low on the green quotient), 4.7 times more employee satisfaction, and 1.7 times more revenue per employee. Other key report ndings include
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The reliability, accessibility and quality of video conferencing is the most signi -
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cant variable in uencing the study s result. Counterintuitively, top performers don t use disincentives for business travel leaving it to the discretion of employees as to the most effective use of their time and company resources. It s not just about green technology adoption but about green practices and management attitudes that in uence corporate culture on questions like encouraging public transit and tele-working. There are numerous methods to investigate whether customers are satis ed with an organization, products, and the service offered. Common methods are
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Face-to-face interviews; as customers enter or leave your facility or store or of ce,
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ask them their opinions. Call customers on the phone.
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METRICS AND PERFORMANCE MEASUREMENT FOR SOLID WASTE MANAGEMENT
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If you have a customer phone number list, and their permission, consider calling
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them after their visit and ask how satis ed they are. Mail customers a questionnaire. E-mail them a customer satisfaction survey. E-mail customers an invitation to take a customer satisfaction survey. Partner with a market research rm to gather and collect data.
Following are some commonly asked questions related to business and environmental performance perception:
How satis ed are you with the purchase you made (of a product or service) How satis ed are you with the service you received How satis ed are you with the company overall How do you rate the environmental image of the company And ask the customer loyalty questions, such as How likely are you to buy from us again How likely are you to recommend our product/service to others How likely are you to recommend our company to others Also ask what the customer liked and didn t like about the product, your service, and your company.
Often an essential component of organizational training and development, employee attitude surveys provide a picture of an organization s needs. These surveys can be used to solicit employee opinions on a variety of issues such as the company s success in communicating its mission to employees, or local issues such as quality of the working environment. These surveys often contain a series of multiple-choice items grouped along one or more dimensions of the organization. The types of items included in these surveys may concern areas such as
Creativity Innovation Satisfaction Senior management Interpersonal relations Functional expertise Compensation Ability to listening Customer service Communication Obtaining results Analytical thinking Mentoring Strategic leadership Teamwork Adaptability
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