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    nooreenahosany
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    The document outlines the objectives of a Customer Service Department across several perspectives using a balanced scorecard approach. The objectives include: reducing costs and improving processes from a financial perspective; streamlining complaint handling and increasing effectiveness from an internal business process perspective; increasing citizen satisfaction and participation from a customer perspective; and improving staff training, facilities, and technology from a learning and growth perspective to achieve continuous performance improvement.

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    The document outlines the objectives of a Customer Service Department across several perspectives using a balanced scorecard approach. The objectives include: reducing costs and improving processes from a financial perspective; streamlining complaint handling and increasing effectiveness from an internal business process perspective; increasing citizen satisfaction and participation from a customer perspective; and improving staff training, facilities, and technology from a learning and growth perspective to achieve continuous performance improvement.

    Copyright:

    Attribution Non-Commercial (BY-NC)
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    15 views1 page

    Assign 2

    Uploaded by

    nooreenahosany
    The document outlines the objectives of a Customer Service Department across several perspectives using a balanced scorecard approach. The objectives include: reducing costs and improving processes from a financial perspective; streamlining complaint handling and increasing effectiveness from an internal business process perspective; increasing citizen satisfaction and participation from a customer perspective; and improving staff training, facilities, and technology from a learning and growth perspective to achieve continuous performance improvement.

    Copyright:

    Attribution Non-Commercial (BY-NC)
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    of 1

    Financial Perspective

    Objective: To provide sound financial stewardship -overtime control; -reduction in operational costs of the Customer Service Department; -reduction in prosecution expenses and litigation costs;

    Internal Business Process Perspective


    Objective: To deliver value for money services -reduction in processing time for complaints handling; -streamlining of processes for dealing with all types of complaints; -Increase operational effectiveness; -Monthly maintenance of customer database; -Regular upgrades of 'Complaints Handling Software'; -Publication of target set for each service delivered to customers

    Objective: To develop a customer focus and satisfy all customers -% of citizens satisfied with the council's responsiveness; -% of citizens who feel they can influence decisions in their locality; -% satisfaction of business operators with council's regulatory services; -number of persons attending council's organised events and festivals per year; -% change in number of complaints received; -improvement in work environment; -improvement in information and communication facitlitites.

    Balanced Scorecard of Customer Service Department Objective: To achieve continuous performance


    improvement -number of electronic service delivery receipts as a % of total receipts; -number of complaints/requests received through the portal as a % of total number of complaints/requests received; -increase in targeted training to customer service department staff; -investment in improving work environment and infrastructure .

    Customer Perspective

    Learning and Growth Perspective

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