EBDM Model

Full Answer Section

1. Research Solutions: Research industry best practices for improving staff engagement and customer satisfaction. This could involve implementing new training programs or incentive schemes.
2. Develop a Solution: Based on the evidence, propose a solution to address the identified cause. In this case, it might be a new training program for staff focused on customer service excellence.
3. Implement and Evaluate: Pilot the training program in a few stores and monitor its impact on staff engagement and customer satisfaction metrics.
4. Refine and Standardize: Based on the pilot results, refine the program and potentially standardize it for all stores in the region.

• Improved Customer Satisfaction: By focusing on staff engagement and customer service skills, the company could see an increase in customer satisfaction scores.
• Increased Sales: Satisfied customers are more likely to return and recommend the company to others, potentially leading to increased sales.
• Boosted Morale: A well-trained and engaged staff is more likely to be motivated and provide better customer service, leading to improved morale.
• Data-Driven Decisions: The company is basing its decisions on evidence from customer surveys, sales data, and staff feedback, leading to more informed and effective solutions.

Sample Answer

Scenario: A retail company is experiencing a decline in customer satisfaction and sales in a specific region.

EBDM Process:

1. Identify the Problem: Customer satisfaction and sales are declining in a specific region.
2. Gather Evidence: Conduct surveys, analyze sales data, and gather feedback from store staff in the region.
3. Analyze Evidence: Identify trends and potential causes for the decline. For instance, the data might show lower staff engagement scores in the region's stores.