{"id":24318,"date":"2024-11-05T11:07:04","date_gmt":"2024-11-05T11:07:04","guid":{"rendered":"http:\/\/localhost:8080\/?p=24318"},"modified":"2025-03-27T14:39:44","modified_gmt":"2025-03-27T13:39:44","slug":"feuilles-de-route-2024-de-nos-directions","status":"publish","type":"post","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/2024\/11\/05\/feuilles-de-route-2024-de-nos-directions\/","title":{"rendered":"Feuilles de route 2024 de nos Directions"},"content":{"rendered":"<p>Cr\u00e9\u00e9e le 1<sup>er<\/sup> juillet 2024, la<strong> Direction de l\u2019Exp\u00e9rience Clients<\/strong> (DEC) porte \u00ab&nbsp;les enjeux de qualit\u00e9 au service de l\u2019excellence clients sur tous les canaux internes et externes, y compris l\u2019intervention clients Grand Public, Professionnels et Petites et Moyennes Entreprises&nbsp;\u00bb. Elle doit permettre \u00e0 l\u2019entreprise de r\u00e9aliser son ambition strat\u00e9gique avec les meilleurs standards de l\u2019exp\u00e9rience clients et la meilleure efficacit\u00e9 \u00e9conomique.<\/p>\n<p>La DEC se concentre sur trois priorit\u00e9s clients : efficacit\u00e9, proactivit\u00e9, diff\u00e9renciation. Sur la feuille de route&nbsp;2024 : pr\u00e9senter celle de&nbsp;2025 le 4 d\u00e9cembre aux managers, puis aux restes des \u00e9quipes.<\/p>\n<p>Les<strong> directions nationales de DEF<\/strong> (Direction Entreprises France) se pr\u00e9sentent ensuite. La Direction M\u00e9tier Entreprise (DEM) construit et anime le plan strat\u00e9gique pour le march\u00e9 entreprise. Le segment Pro-PME s\u2019int\u00e9resse \u00e0 la strat\u00e9gie de distribution multicanale, \u00e0 la mise en \u0153uvre le marketing du segment, tout en accompagnant la transformation digitale des entreprises. Les points de convergence de ces deux march\u00e9s sont efficacit\u00e9 et la satisfaction client. La direction des Ressources Humaines, celles de la formation et de la professionnalisation et de la RSE supportent les directions m\u00e9tiers dans la r\u00e9alisation de leurs enjeux.<\/p>\n<h4>Analyse de la CFE-CGC<\/h4>\n<p>Alors que le <strong>dernier trimestre de l\u2019ann\u00e9e 2024<\/strong> est bien entam\u00e9, notre direction a enfin accept\u00e9 de mettre \u00e0 l\u2019ordre du jour le point demand\u00e9 depuis des lustres&nbsp;: la pr\u00e9sentation des feuilles de route 2024 des directions d\u2019OFS.<\/p>\n<p>Il aura fallu challenger notre directrice de la DEC pour conna\u00eetre ses KPI. On notera le \u00ab&nbsp;Once and Done&nbsp;\u00bb, mise en service du premier coup, ainsi que la Garantie de Temps d\u2019Intervention en moins de 8 heures.<\/p>\n<p>Les Directions Nationales de DEF n\u2019ont pr\u00e9sent\u00e9 ni chiffre, ni KPI\u2026 Les feuilles de route restent myst\u00e9rieuses et ne pr\u00e9sentent pas d\u2019ambition\u2026 <strong>Orange n\u2019\u00e9tait pas l\u00e0\u2026<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cr\u00e9\u00e9e le 1er juillet 2024, la Direction de l\u2019Exp\u00e9rience Clients (DEC) porte \u00ab&nbsp;les enjeux de qualit\u00e9 au service de l\u2019excellence clients sur tous les canaux internes et externes, y compris [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[148],"tags":[],"class_list":["post-24318","post","type-post","status-publish","format-standard","hentry","category-orange-france-siege"],"blog_post_layout_featured_media_urls":{"thumbnail":"","full":""},"categories_names":{"148":{"name":"Orange France Si\u00e8ge","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/category\/etablissements\/divisions-orange\/orange-france-siege\/"}},"tags_names":[],"comments_number":"0","wpmagazine_modules_featured_media_urls":{"thumbnail":"","cvmm-medium":"","cvmm-medium-plus":"","cvmm-portrait":"","cvmm-medium-square":"","cvmm-large":"","cvmm-small":"","full":""},"_links":{"self":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/24318","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/comments?post=24318"}],"version-history":[{"count":1,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/24318\/revisions"}],"predecessor-version":[{"id":25056,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/24318\/revisions\/25056"}],"wp:attachment":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/media?parent=24318"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/categories?post=24318"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/tags?post=24318"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}