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Customer-Defined Service Standards: Presented by Ismailayazruknuddin
Customer-Defined Service Standards: Presented by Ismailayazruknuddin
PRESENTED BY ISMAILAYAZRUKNUDDIN
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operations standards set to correspond to customer expectations and priorities rather than to company concerns such as productivity or efficiency
Customer Defined Standards by identifying what the customer values, company can save money by eliminating activities and features that the customer either does not notice or will not pay for
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CUSTOMER-DEFINED STANDARDS
Customer-Defined Standards: things that can be counted, timed, or observed through audits
FedEx: Correct packages delivered; correct packages delivered on time; missed pickup?
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CUSTOMER-DEFINED STANDARDS
Customer-Defined Standards: opinion-based measures that cannot be observed and must be collected by talking to customers, employees, or others
Ritz Carlton: uniforms are to be immaculate; wear name tag; proper grooming; use proper telephone etiquette 4
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ONE-TIME FIXES
technology, policy, or procedure changes that, when instituted, address customer requirements A local Taco Bell extends its operating hours on Friday and Saturday nights to 24hour service to satisfy its college market.
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Hard --- things that can be counted, timed, or observed through audits Soft ---must be documented using perceptual measures--- but can be measured
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Internal Metric
% Repair Call
Follow-Up
(10%)
Delivery Interval Meets Needs (30%) Does Not Break (25%) Installed When Promised (10%) No Repeat Trouble Fixed Fast Kept Informed Accuracy, No Surprise Resolve On First Call Easy To Understand (30%) (25%) (10%) (45%) (35%) (10%)
15% Repair
15% Billing
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Abstract
Low
General Concepts
Dimensions
Dig Deeper
Delivers on Time Returns Calls Quickly Knows My Industry Delivers by Weds 11/4 Returns Calls in 2 Hrs Knows Strengths of My Competitors
Attributes
Dig Deeper
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Hard
Soft
2. Translate Customer Expectations Into Behaviors/Actions:- research on Customer Expectations 3. Select Behaviors/Actions for Standards:- it is based on two important criteria I. The standards are based on behavior and actions that are very important to customer II. The standards cover performance that need to be improved or maintained.
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IMPORTANCE/PERFORMANCE MATRIX
HIGH 10.0
Improve
Maintain
Delivers on promises specified in proposal/contract (9.49, 8.51)
9.0
Gets project within budget, on time (9.31, 7.84) Gets price we originally agreed upon (9.21, 8.64) Tells me cost ahead of time (9.06, 8.46) Provides equipment that operates as vendor said it would (9.24, 8.14)
Takes responsibility for their mistakes (9.18, 8.01) Delivers or installs on promised date (9.02, 7.84)
Importance
8.0
LOW
HIGH
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Performance
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4. Set Hard or Soft Standards:- to capture the behavior and action of the customer Measure by Audits or Operating Data Measure by TransactionBased Surveys
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Linkage between Soft Measures and Hard Measures for Speed of Complaint Handling
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4 3 2 2 4 6 8 12 16 20 24 16
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O 1 N 0
WORKING
HOURS
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H
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40 Days