null
US
Iniciar Sesión
Regístrate Gratis
Registro
Hemos detectado que no tienes habilitado Javascript en tu navegador. La naturaleza dinámica de nuestro sitio requiere que Javascript esté habilitado para un funcionamiento adecuado. Por favor lee nuestros
términos y condiciones
para más información.
Siguiente
Copiar y Editar
¡Debes iniciar sesión para completar esta acción!
Regístrate gratis
8448774
Customer Service Improvement Project
Descripción
Mapa Mental sobre Customer Service Improvement Project, creado por Ryan Brooks el 06/04/2017.
Sin etiquetas
customer service
Mapa Mental por
Ryan Brooks
, actualizado hace más de 1 año
Más
Menos
Creado por
Ryan Brooks
hace más de 7 años
26
0
1
Resumen del Recurso
Customer Service Improvement Project
Background
Objectives
Reduce Customer Complaints
Capture more, actionable data
Started with a conversation over lunch with management
Customers complain too often
A trial Lean Six Sigma project was agreed to
Disfunction
Processes are not well-defined
No standard process for change control
Processes are not stable/do not work in every market
Priority levels are not established
Knowledge silos (Raul)
Few rewards/recognition given
Lack of buy-in from upper management
Middle management is distrustful
Funding
Software
JIRA Core
JIRA Service Desk
Tempo Timesheets
Canned Responses
Insight
Confluence
Dynamics CRM
People
Ryan needs a raise
Others will not be required to do more work
Savings via efficiency/utilization
Plan
1) Implement Customer Service Desk software
2) Train schedulers to use Service Desk
3) Train organization to use Service Desk
Not difficult, since this is how IT works
4) Make real change based upon objective data
Visibility into issues/work; where our time is being spent?
Identification of star employees/underachievers
Squashing of bottlenecks
Requirements
Leadership change
Schedulers should report to Ryan
Experience managing people, and issues
Background in process development and documentation
Willing to be closely involved in development of new processes
Must be involved in the day to day operations of customer service
Must be able to have conversations and immediately make decisions without red tape
Givone should manage the Customer Service Desk
Experience in managing an IT Service Desk
Kirk should only be involved in high priority matters
Process change
Current issues process flow
1) Team Leads, Market Leaders (regional)
2) Scheduling, HR, Billing, IT (regional)
3) Executive Leadership (centralized)
Leaders are bogged-down by involvement in all issues
New issues process flow
1) Customer Service Desk (centralized)
2) Dedicated Account Manager (regional)
3) Account Owner (regional)
Metrics
Issue/Task Volume
Region/Assignee
Issue Types/Components
Issue relationships/cause-and-effect
Time to first response
Time to resolution
Time in Status
Organizational change
Single Point of Contact (SPOC), Issues must flow through Customer Service Desk, like IT issues flow through IT Service Desk
Schedulers must use other tools
JIRA
Atlas
CORE
People
Ryan
Givone
Houston Scheduling Team
Kirk
Upper Management (stakeholders)
Research
Lean Six Sigma Findings
Define Phase
Measure Phase
Lack of useable data
Analyze Phase
Why-Why Analysis
Fishbone Diagram Findings
Identify Phase
Proposed Solutions
Control Phase
ITIL
Agile
Peer Review
Mostrar resumen completo
Ocultar resumen completo
¿Quieres crear tus propios
Mapas Mentales
gratis
con GoConqr?
Más información
.
Similar
Customer Service Quiz
Antonia Blankenberg
Understanding the Effects of Customer Service
Antonia Blankenberg
Dealing with Customer Concerns and Issues
Antonia Blankenberg
Risk Assessment in the Workplace
Antonia Blankenberg
Dealing with Customers
Antonia Blankenberg
Provide Service to Customers
nancy stokes
Defining Customer Service
Antonia Blankenberg
Customer Service in the Hospitality Sector
Jacob Lee
Handling Money
Antonia Blankenberg
Use the H.E.A.T. Method for Handling Customer Service
Dana Schunter
Customer Service Training
Jake Johnson
Explorar la Librería