Capstone – Project

Net Promotor Score Tracking (NPS®) and Surveying

A Collaboration Between

Engagement Synopsis

Company: Emazzanti
Faculty Advisor: Michael Frank

Project: Net Promotor Score Tracking (NPS®) and Surveying Across a Major Portion of eMazzanti’s extensive customer base (over 1000 customers with over 30,000 end users) and gaining insight on their current customer service level

In response to the COVID-19 crisis, Stevens reached out to the mayor of the city of Hoboken, NJ to offer consulting services to local businesses. During the Fall of 2020, a Stevens team worked with this company and was tasked to understand their business model and its existing customer base as well reviewed its service desk ticketing process and the four systems providing feeds into its unified logging system. The team’s goal proposed some initial changes to the service/desk ticket process and attribution and to build key metrics and common benchmarks for service/management across all clients and business services. Spring 2022 semester will be our 5th semester working with this client.

This company offers a web-based platform and a trained service team which handles all the IT needs of small, medium, large businesses including 7×24 IT Support, Cloud Services, and Security and Privacy Services. Highly regarded for their customer service and the quality of their work, this rapidly expanding company is looking to reduce, streamline, and optimize their business processes. They are implementing a workflow orchestration platform and introducing robotic process automation (RPA) methods to take previously high volume, very manual processes, and fully automate them.

History of the work accomplished to date:

In Spring of 2022, Stevens worked with the eMazzanti marketing team and began focusing on the use of the Net Premotor Score (NPS). NPS measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs the world round. For many firms, the NPS is considered the key measure of their customers’ overall perception of their brand.

For Summer 2022, the team with begin the process of operationalizing NPS as a key customer service metric of their service delivery: 

Based on the success of the Spring team, Carl Mazzanti, eMazzanti’s President, is going forward with putting NPS into full practice. Over the summer, Mr. Mazzaniti is bringing in a consultant from Europe with experience in deploying NPS. The consultant will be spending 90 days this summer assisting eMazzanti and the Stevens’ team to execute the NPS survey process. By the end of the summer, it is hoped eMazzanti should have a large enough survey of their customers’ perception of the firm and its current level of customer service. Core systems will be configured to allow NPS tracking to be part of eMazzanti’s business processes going forward. The team will make recommendations as to which processes will be adjusted to improve customer experience.

This is a high priority project for the company. Successful implementation of these capabilities will allow the company to significantly increase not only the customer experience but use customer success stories to further promote their services and grow their customer base and devices under management. MSIS, MBA and BIA Students with experience in process innovation, survey design and deployment, data analytics, database design, data integration, and the use of APIs should consider this project.

·Successful implementation of these capabilities will allow the company to significantly increase the number of clients and devices under management and the profitability of the company and to continue to improve their customer service. MSIS, MBA and BIA Students with experience in process innovation, database design, data integration, and the use of APIs should consider this project.

Team Qualifications:

A team will be composed of individuals, who collectively can provide experience in the following technical areas and advisory backgrounds. This experience may have been gained through prior educational and work experiences or through courses, internship work or research students have acquired while at Stevens:

· Marketing Management
· Customer Service Functions
· Consulting, business process design/ process innovation
· Database design and development
· Direct work with 3rd party software providers
· Web development
· Familiarity with quantitative and statistical concepts
· Strong technical skills in Microsoft Office; data visualization tools
· Strong interpersonal skills and the ability to interact well with all levels of management
· Ability to be a team player able to build productive relationships
· Business writing and presentation skills
· Knowledge of project management

If you have any questions about this project description, please email Christina Sargiss at businessprojects@stevens.edu for support.

Company Information

CompanyCompany E
HQN/A
RevenueUnlisted
EmployeesUnlisted
StageMedium Business
Hiring PotentialN/A
Website

Company Overview

An IT consultant servicing clients worldwide since 2001. We specialize in a wide range of IT Services that can help grow your business exponentially. Our experienced IT engineers can quickly provide expert analysis of your business technology and suggest an IT solution that will increase your business productivity, business growth and business security. No matter what, we will meet and exceed your business expectations with a suite of technology service

Course Info & Engagement Details

SchoolStevens Institute of Technology, School of Business Industry Capstone Program
Engagement FormatCapstone - Small Team Consulting Project - Students work in small groups of 2-6 directly with faculty and host company project champions on developing real solutions to real-world challenges.
CourseSummer 2022 Industry Capstone Program
Level
  • All Graduate
Students EnrolledTBD
Meeting Day & TimeTBD
Student Time Commitment4-7 Hours Per Week
Company Time Commitment2 Hours
Duration14.14 Weeks

Project Topics

Students

Student

Saksham Bansal

sbansal5@stevens.edu

Student

Jiabing Yin

jyin11@stevens.edu

Student

john caracappa

jcaraca1@stevens.edu

Collaboration Timeline

Touchpoints & Assignments Due Date Type
Application for Summer 2022 Opens!

Application for Summer 2022 Opens!

The application for the Industry Capstone Program, for Summer 2022, opens on April 29th. All interested students must submit their application by May 9th at 11:59 PM (at the latest). All selected students will be matched to a project and provided with onboarding & registration information before May 19th (first day of classes). To apply, students must first complete our google form (linked below) and then upload a copy of their resume via CapSource (also below). If you have any questions, please email businessprojects@stevens.edu for support!
April 29th, 2022 Event na
Summer 2022 Application Step 1: Google Form Summer 2022 Application Step 1: Google Form
All interested students must complete two steps, in order to apply for Summer 2022 projects: Step 1: Complete our google form here: https://forms.gle/AN2pijgjrtcfDsBb9  Step 2: Return to CapSource and upload a PDF version of your one-page, professional resume (below) Once you complete this form & submit your resume, you will receive a confirmation email from businessprojects@stevens.edu within 24-72 hours (this does not include weekends - any applications submitted on Saturdays/Sundays will receive a confirmation email on the following Monday).
May 9th, 2022 Submission Required submission-required
Summer 2022 Application Step 2: Resume Upload Summer 2022 Application Step 2: Resume Upload
Please submit a copy of your resume here (PDF version & one page).
May 9th, 2022 Submission Required submission-required
First Day of Classes for Summer 2022!

First Day of Classes for Summer 2022!

Prior to the first day of classes, all selected students will have registered for the correct section of MGT 809 & received all relevant onboarding information from Christina Sargiss. Throughout the semester, you will continue to utilize CapSource to upload important files and submit feedback regarding your faculty advisor, team, and corporate partner. If you ever run into any issues with the CapSource website, please email Christina Sargiss at csargiss@stevens.edu
May 19th, 2022 Event na
Important Closures & Holidays

Important Closures & Holidays

May 19th: First Day of Classes Monday, May 30th: No meetings/class (Memorial Day) Monday, June 20th: No meetings/class (Juneteenth) Monday, July 4th: No meetings/class (Independence Day) August 19th: Last Day of Classes
May 19th, 2022 Event na
Pre-Kickoff Self Assessment

Pre-Kickoff Self Assessment

Please complete the following: Kickoff Self Assessment Survey
May 20th, 2022 Evaluation evaluation
Mid-Term Presentations

Mid-Term Presentations

All students will participate in mid-term presentations (virtual). The mid-term presentations are a great opportunity for students to practice their public speaking skills, and showcase their statement of work, deliverables, and goals for the project. Students will create a PowerPoint presentation and speak for 15 minutes, followed by 15 minutes of Q&A. This event is only open to School of Business faculty & staff. Corporate partners are only invited to final presentations in August! Christina Sargiss will email all students with presentation information, in early June.
June 20th, 2022 Event na
Mid-Term Presentation Upload Mid-Term Presentation Upload
Please have one member, per project team, upload a copy of your PowerPoint presentation here.
June 24th, 2022 Submission Required submission-required
Temperature Check 1

Temperature Check 1

Please complete the following survey: Temperature Check 1
June 24th, 2022 Evaluation evaluation
Temperature Check 2

Temperature Check 2

Please complete the following survey: Temperature Check 2
August 5th, 2022 Evaluation evaluation
Final Presentations

Final Presentations

All students will participate in final presentations (virtual). The final presentations are a great opportunity for students to showcase their end of semester outcomes. Students will create a PowerPoint presentation and speak for 15 minutes, followed by 15 minutes of Q&A. This event is open to corporate partners and School of Business faculty & staff. Christina Sargiss will email all students with presentation information, in early June.
August 15th, 2022 Event na
Final Presentation Upload Final Presentation Upload
Please have one member, per project team, upload a copy of your PowerPoint presentation here.
August 19th, 2022 Submission Required submission-required
Last Day of Classes for Summer 2022!

Last Day of Classes for Summer 2022!

Congratulations on completing the course MGT 809: Industry Capstone Program. You can now list this experience under the 'Academic Projects' section of your resume, and share your real-world experience with recruiters and hiring managers! Please join our LinkedIn group, to stay connected with fellow ICP students and faculty advisors! https://www.linkedin.com/groups/9173180/ 
August 19th, 2022 Event na
Post Engagement Self Evaluation Survey

Post Engagement Self Evaluation Survey

Please complete the following survey: Post Engagement Self Evaluation
August 19th, 2022 Evaluation evaluation
Post Engagement Peer Evaluation Survey

Post Engagement Peer Evaluation Survey

Please complete the following survey: Post Engagement Peer Evaluation
August 19th, 2022 Evaluation evaluation

Key Milestones & Project Process

Project Resources

There are no resources currently available

Company Supervising Team

There are currently no supervisors assigned.

School Supervisors

Instructor

Khasha Dehnad

businessprojects@stevens.edu

Instructor

Frank Gallucci

fgallucci@whitestone.net

Instructor

Pat Saporito

patsaporito@gmail.com

Instructor

Alkiviadis Vazacopoulos

avazacop@stevens.edu

Instructor

Saptaparna Gupta

sgupta6@stevens.edu