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IC Satisfaction TLS.pdf

Operations Improvement Consultant | Certified Lean Sensei |Chief Process Doctor
Mar. 9, 2023
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IC Satisfaction TLS.pdf

  1. Internal Customer Satisfaction Thought Leadership Series 847-919-6127 info@quantumassocinc.com quantumassocinc.com
  2. Define The Group’s Mission • The department needs to write a mission statement. The mission statement answers the question – Why does our department exist? The statement should be brief (25-30 words), and it should focus on the basic essential reason for the department’s existence. e.g., to produce accurate invoices for our customers on a timely basis. • Sample Department Mission Statements – Production Department - To manufacture and ship defect free product for our customers on time. – Purchasing Department - To provide quality raw materials for our customers on time at the most efficient cost. – Quality Control Department - To provide accurate and timely test results to our customers. 2 Quantum Associates, Inc ©2023
  3. Identify The Group’s Output • Department employees brainstorm and list all activities performed by the department. • Looking at the list they should identify the vital few activities – those that relate most closely to achieving the department’s defined mission. • The vital few examples are then examined to define the principal products or services produced as a result of these activities 3 Quantum Associates, Inc ©2023
  4. Prioritize Products and Services • The products or services produced are then prioritized relative to the department’s mission. • The outcome should be a prioritized list of products or services, produced by the department closely related to the mission. Some may be partially completed products or services fully completed by another department. • It is useful to flowchart the internal work for the vital few activities and principal products and services. 4 Quantum Associates, Inc ©2023
  5. Identify Customers of Priority Products • List the internal and external customers who next receive the product or service in question. In most cases a department’s customers will be internal. Examples of possible customers are: – Internal – within the company – External – ultimate paying customer – External – company suppliers – External – Government agencies and regulatory bodies 5 Quantum Associates, Inc ©2023
  6. Customer/Supplier Sundial • The customer-supplier sundial is a graphic tool the department can use to identify the vital few customers of its priority products. – The team starts the sundial exercise by inserting the name of the department in the center circle of the sundial. – The department then inserts its vital few customers in the spokes of the sundial. – Choosing one of the spokes to focus on the team determines the product or services it provides to that customer. 6 Quantum Associates, Inc ©2023
  7. Customer/Supplier Sundial 7 Quantum Associates, Inc ©2023
  8. Customer/Supplier Sundial Accounting Human Resources Pharmacy Emergency Room Operating Room Nursing Units Laboratory Corporate Purchasing Materials Management Sample Customer-Supplier Sundial 8 Quantum Associates, Inc ©2023
  9. Customer/Supplier Sundial Supplier Information Services Products Customer 9 Quantum Associates, Inc ©2023
  10. A Spoke From the Sundial Supplier Information Services Products Customer Materials Management Provision of Materials 1. Routine Overhead items 2 .Patient Chargeable Stock Items 3. Special Order items Ordering of Special Items Operating Room 10 Quantum Associates, Inc ©2023
  11. SIPOC Analysis • What does it do – Identify process boundaries – Identifies the customers and suppliers of a process – Identifies the process inputs supplied by suppliers and the process outputs used by the customers – Helps in identifying data collection needs 11 Quantum Associates, Inc ©2023
  12. SIPOC Analysis • Creating a SIPOC 1. Provide a description of the process 2. Define the boundaries of the process 3. List the outputs of the process, their requirements and how they will be measured 4. List the customers of the outputs 5. List the inputs required for the process and how they will be measured 6. List the suppliers of the process inputs 12 Quantum Associates, Inc ©2023
  13. SIPOC Analysis SIPOC Suppliers Inputs Process Outputs Customers Supplies your inputs Products that enter unit boundaries What you do to convert inputs to outputs Product/services that exit unit boundaries Receive products/se rvices that exit unit 13 Quantum Associates, Inc ©2023
  14. SIPOC Analysis Your Unit: Marketing Department SIPOC Suppliers Inputs Process Outputs Customers Supplies your inputs Products that enter unit boundaries What you do to convert inputs to outputs Product/services that exit unit boundaries Receive products/services that exit unit Sales Customers Finance Dept Pricing Services Market intelligence Financial Plans Competitive price information Product Market Planning Budgeting Pricing Forecasts Budgets Prices Production Planning Management Sales Dept 14 Quantum Associates, Inc ©2023
  15. SIPOC Analysis Suppliers Inputs Process Outputs Customers Providers of the process Inputs into the process Top level process description Outputs of the process Receivers of the process outputs Start 2 6 5 1 3 4 End 2 15 Quantum Associates, Inc ©2023
  16. SIPOC Analysis Suppliers Inputs Process Outputs Customers Subject expert Department head University Department head Department head Department head Printing company Class objectives Class subject Teaching guidelines Subject expert Target time Per lecture (45-55 min) Reviewers Printing Services Start: Need for Lecture development Develop Class lecture End: Lecture Materials printed Class outline Department head Lecture Developed in two weeks Department head, teacher Reviews Subject expert Printed materials Lecturer Lecture Development Process- SIPOC 16 Quantum Associates, Inc ©2023
  17. SIPOC Analysis 17 SIPOC-R Diagram Supplier Input Process Output Customer Requirements Block diagram of process Quantum Associates, Inc ©2023
  18. SIPOC Analysis 18 SIPOC-R Diagram For Auto Loan Disbursement Process Consume r Supplier Application form, address proof, bank details, Photo ID, agreement, deal slip, auto insurance, invoice, car docs. Input Process Auto Loan Disbursement Loan amount credited to customer’ s account Output Consumer Customer •Turnaround time of less than 3days •99.99% first time error free credit •Less hassle for customer Requirements Dealer Sales Credit appraisal Field Investigation Risk Assessment Loan Approval Amount credited to customer Acct Block Diagram of Auto Loan Disbursement Process Quantum Associates, Inc ©2023
  19. Leasing Equipment SIPOC Supplier (s) Input/Req’ts Process Output/Req’ts Customers 19 Lease Agreement Equipment Lessor Credit Agency Stanley’s Office Products Credit Report Proposed Lease Schedule • Response within 30 minutes • Data current to previous business day •Report can be reviewed in 3 minutes • Complete list of items on lease • Retail price and manufacturer data • Complete in 5 working days •Full terms, conditions and payout rules •2 pages max (not Including item list) Payment • Correct amount funded within 1 day of delivery • Delivered via EFT Stanley’s Office Products Customer Credit Review Equipment Validation Preparation of documents Funding and Filing SIPOC Analysis Quantum Associates, Inc ©2023
  20. Voice Of The Customer • Identify Customer Needs in the Language of the Customer—How? – Customer interviews – Customer focus groups – Surveys and questionnaires • For internal customers usually customer interviews will suffice 20 Quantum Associates, Inc ©2023
  21. Operational Definitions • An operational definition is something you and I can do business with • Defines the problem in the language of the customer • Examples: – Reduce the number of late reports – Eliminate lengthy delays in guest check in 21 Quantum Associates, Inc ©2023
  22. Operational Definitions • What does “late” and “lengthy” mean. • Definitions: – Late- more than two days after the close of the period – Lengthy- more than 10 minutes after the guest arrives at the desk • It is important to ensure that all team members and the customers agree on the definitions of key terms because it will save time later and keep everyone focused on the same problem. 22 Quantum Associates, Inc ©2023
  23. Gather Voice of The Customer Data • Functional Analysis – Select one major customer form the Sundial or SIPOC exercise – Select the product or service from the Sundial or SIPOC chart – List the customer needs associated with that product or service and rate the relative importance of the needs. The weighting should total to 10 points. – Set up a meeting with your customer. Let them know the purpose of the exercise and the product or service that you would like to work on. – Ask your customer to select those needs, which are important to them (compare the differences between the needs selected by your customer and yourself). – Have the customer select the top 3 or 4 needs and weigh them by relative importance (a total of 10 points). – Independently the supplier (department) and the customer should rate the past performance for each need using a scale of 0 to 10, with 0 being total failure to meet the need and 10 being total success in meeting the need. 23 Quantum Associates, Inc ©2023
  24. Gather Voice of The Customer Data • Functional Analysis – Multiply the weight factor by the score for each need to get a total performance rating (a perfect total rating is 100). – Compare the differences in the rating with the customer. Use the low customer perceived ratings and the areas with large supplier-customer discrepancies to identify opportunities. – Identify measures by which you can determine customer satisfaction (the supplier should focus on process measures and the customer should focus on outcome measures). 24 Quantum Associates, Inc ©2023
  25. Gather Voice of The Customer Data Customer Needs Total Weight Factor 10 Customer Score Weight X Score Functional Analysis Summary Sheet Example Supplier: Customer: Product or Service: Customer Evaluation Grid 25 Quantum Associates, Inc ©2023
  26. Gather Voice of The Customer Data Functional Analysis Summary Sheet Example Supplier: Quality Director Customer: Staff Product or Service: Written Communication Customer Evaluation Grid Customer Needs Timely Efficient Meaningful Total Weight Factor 3.0 3.0 4.0 10 Customer Score 6.0 8.0 7.0 Weight X Score 18.0 24.0 28.0 70.0 26 Quantum Associates, Inc ©2023
  27. Gather Voice of The Customer Data Customer Needs Total Weight Factor 10 Supplier Score Weight X Score Functional Analysis Summary Sheet Example Supplier: Customer: Product or Service: Supplier Evaluation Grid 27 Quantum Associates, Inc ©2023
  28. Gather Voice of The Customer Data Customer Needs Timely Efficient Meaningful Total Weight Factor 3.0 3.0 4.0 10 Supplier Score 9.0 10.0 9.0 Weight X Score 27.0 30.0 36.0 93.0 Functional Analysis Summary Sheet Example Supplier: Quality Director Customer: Staff Product or Service: Written Communication Supplier Evaluation Grid 28 Quantum Associates, Inc ©2023
  29. Gather Voice of The Customer Data • Customer Needs Table--This is another simple tool a team can use to determine and rank customer needs. It consists of a matrix in which the defined customer needs are ranked in importance from 1 to 5 – Determine the quality attributes associated with your process and output (for example, timeliness, accuracy, completeness) and enter them under customer needs. (You may need customer input to determine attributes). – Ask a representative set of customers to rank order the list of customer needs. – Use the customer needs table to tally the results. For each box multiply the number of strokes times the rank. Then add the score for each line. – The rankings result from the lowest scoring to the highest scoring customer need. © Quantum Associates, Inc, 2004 29 Quantum Associates, Inc ©2023
  30. Gather Voice of The Customer Data Customer Needs Table Example Rank Customer Needs 1 2 3 4 5 Total Final Rank 30 Quantum Associates, Inc ©2023
  31. Gather Voice of The Customer Data Customer Needs Table Example Rank Customer Needs 1 2 3 4 5 Total Final Rank Timeliness // 2X1=2 /// 3X2=6 /// 3X3=9 // 2X4=8 25 2 Accuracy ///// 5X1=5 /// 6 // 6 0 17 1 Complete- ness / 1X1=1 // 4 /// 9 //// 16 30 4 Courtesy // 2X1=2 // 4 // 6 //// 16 28 3 31 Quantum Associates, Inc ©2023
  32. Translate Customer Needs into Your Language • Customer/Supplier Requirements Table—a simple matrix used to translate customer or supplier requirements into measures and track process performance. – For each output, list the associated key quality characteristic, units of measure, and performance targets (customer and supplier requirements). – Record actual process performance. 32 Quantum Associates, Inc ©2023
  33. Translate Customer Needs to Your Language Customer Requirements Table Output Quality Characteristic Unit of Measure Performance Target Actual Performance Customer Requirement #1 Customer Requirement #2 Customer Requirement #3 Customer Requirement #4 33 Quantum Associates, Inc ©2023
  34. Translate Customer Needs to Your Language Customer Requirements Table Output Quality Characteristic Unit of Measure Performance Target Actual Performance Customer Requirement #1 Standardized Report Accuracy Number Of Errors 0 errors 5 errors Customer Requirement #2 Standardized Report Timeliness End to end Processing Time in Days 3 days 4 days Customer Requirement #3 Customer Requirement #4 34 Quantum Associates, Inc ©2023
  35. Translate Customer Needs to Your Language Supplier Requirements Table Output Quality Characteristic Unit of Measure Performance Target Actual Performance Supplier Requirement #1 Supplier Requirement #2 Supplier Requirement #3 Supplier Requirement #4 35 Quantum Associates, Inc ©2023
  36. Translate Customer Needs to Your Language Supplier Requirements Table Output Quality Characteristic Unit of Measure Performance Target Actual Performance Supplier Requirement #1 Handwritten Document Timeliness Time Document Submitted Before 10am 12 noon Supplier Requirement #2 Document Production Request Form Completeness % Of fields Completed 100% 85% Supplier Requirement #3 Supplier Requirement #4 36 Quantum Associates, Inc ©2023
  37. Set Quality Indicators • Establish a set of measures. These measures – quality indicators- will help continuously monitor how well the department is conforming to the customer’s requirements. • A quality indicator is simply a statement of what will be measured – it should be specific. Some examples of quality indicators are: – The number of items to the customer with errors or defects per week. – The number of items delivered to the customer after a certain cut-off date. – The number of customer complaints received per month. – The number of days required fixing errors or defects. 37 Quantum Associates, Inc ©2023
  38. Establish a Plan to Meet Customers Requirements • The plan should be brief, customer focused and action oriented. It should outline key actions the department expects to take based on its quality planning work to date, and it should include goals for the indicators established earlier i.e., fewer than five errors per month. • In addition the department level plan should also be aimed to support key corporate, divisional, or operating unit goals. Any special quality improvement projects in support of a corporate, divisional, or operating unit objective or critical success factor should be listed in the department plan. Everyone in the department should sign the plan, and it should be updated as necessary, a minimum of once per year. © Quantum Associates, Inc, 2018 38 Quantum Associates, Inc ©2023
  39. Sample Action Plan 39 Action Plan ~ QAI Marketing Objective: Increase the number of service/ information requests from the digital space to a minimum of 5 in 2018 What Who When Status  Place digital ads on BING and Google with contact page serving as the landing page WC Ongoing Ads are running on Bing and google ad words with the contact page selected as the landing page √ Publish blog posts emphasizing how our services can offer solutions to middle market business issues. WC 11/30/17- ongoing Have started posting on the blog √ Publish monthly newsletters with links to web site and blog posts WC 11/30/17 - ongoing Newsletters are underway √ Review content of web site to ensure it is informative to the middle-market companies. WC 12/30/17 - ongoing Under review √ Review and maintain search engine optimization of web site to attract more visitors. RLC/WC Ongoing Paid a SEO specialist to maintain web site through first half of 2018 √ List company in at least 10 online company directories RLC/WC 10/1/17- ongoing Company listed in: google+, Linkedin, Bloomberg, Manta, Alignable, Whitepages, Zycon, You tube, Facebook, Zoom, Info Inc, Superpages, Kudzu, GoLocal.com, Cortera Business Directory and Lake County Chamber web site, Business page listed on google √ Quantum Associates, Inc ©2023
  40. Implement the Plan • Put the plan and knowledge into action 40 Quantum Associates, Inc ©2023
  41. Check the Results • The department should continuously check on how it is doing by: – Monitoring its quality indicators – Frequently checking back with customers and asking them how the department is doing • These two methods of checking will reveal what isn’t conforming to plan, and keeps the department in touch with its customers so that it can build a positive relationship with them and quickly respond to any changing circumstances which may suggest a need to modify the plan 41 Quantum Associates, Inc ©2023
  42. Use Feedback to Improve the Plan • The feedback from the check step must be acted upon to modify the plan and actions to meet customer requirements. Two problems may occur from time to time: – The simple sporadic problems that the department can pounce on quickly and fix – The chronic deep- rooted problems that will require assigning a quality improvement team to investigate 42 Quantum Associates, Inc ©2023
  43. Copyrights of all the pictures used in this presentation are held by their respective owners. Quantum Associates, Inc ©2023 43
  44. DO NOT BE AFRAID, MY FRIEND 44
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