Customer Defined Service Standards

8,700 views

Published on

Customer-Defined Service Standards

Published in: Business
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
8,700
On SlideShare
0
From Embeds
0
Number of Embeds
49
Actions
Shares
0
Downloads
145
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

Customer Defined Service Standards

  1. 1. Customer-Defined Service Standards <ul><li>Factors Necessary For Appropriate Service Standards </li></ul><ul><li>Customer-Defined Service Standards </li></ul><ul><li>Process for Developing Customer-defined Standards </li></ul><ul><li>Service Performance Indexes </li></ul>
  2. 2. Customer-defined Service Standards <ul><li>Company-defined vs. customer-defined service standards. </li></ul><ul><li>One-time service fixes and “hard” and “soft” customer-defined standards. </li></ul><ul><li>Translating customer expectations into behaviors and actions that are definable, repeatable, and actionable. </li></ul><ul><li>Explaining the process of developing customer-defined service standards to employees. </li></ul><ul><li>Emphasizing the importance of service performance indexes in implementing strategy for service delivery. </li></ul>
  3. 3. Examples of Hard Customer-Defined Standards
  4. 4. Examples of Soft Customer-Defined Standards
  5. 5. AT&T’s Process Map for Measurements Reliability (40%) Easy To Use (20%) Features / Functions (40%) Knowledge (30%) Responsive (25%) Follow-Up (10%) Delivery Interval Meets Needs (30%) Does Not Break (25%) Installed When Promised (10%) No Repeat Trouble (30%) Fixed Fast (25%) Kept Informed (10%) Accuracy, No Surprise (45%) Resolve On First Call (35%) Easy To Understand (10%) Business Process Customer Need Internal Metric 30% Product 30% Sales 10% Installation 15% Repair 15% Billing % Repair Call % Calls for Help Functional Performance Test Supervisor Observations % Proposal Made on Time % Follow Up Made Average Order Interval % Repair Reports % Installed On Due Date % Repeat Reports Average Speed Of Repair % Customers Informed % Billing Inquiries % Resolved First Call % Billing Inquiries Total Quality Source: AT&T General Business Systems
  6. 6. Exercise for Creating Customer-Defined Service Standards <ul><li>With your learning team </li></ul><ul><li>Using Anderson’s undergraduate program, </li></ul><ul><ul><li>Complete the customer-driven service standards importance chart </li></ul></ul><ul><ul><li>Establish standards for the most important and lowest-performed behaviors and actions </li></ul></ul><ul><ul><li>Present your findings to the class </li></ul></ul>
  7. 7. Process for Setting Customer-Defined Standards 1. Identify Existing or Desired Service Encounter Sequence 2. Translate Customer Expectations Into Behaviors/Actions 4. Set Hard or Soft Standards 5. Develop Feedback Mechanisms 7. Track Measures Against Standards Measure by Audits or Operating Data Hard Soft Measure by Transaction- Based Surveys 3. Select Behaviors/Actions for Standards 6. Establish Measures and Target Levels 8. Update Target Levels and Measures
  8. 8. Service Encounter Customer Requirements Measurements Service Quality Customer-Driven Standards and Measurements Exercise For Anderson School of Management

×