Pour les responsables des services informatiques, l'indicateur majeur de performance de leur travail est de plus en plus la satisfaction finale de l'utilisateur, et cela par rapport aux services informatiques fournis. Malheureusement, y parvenir d’une manière efficace et efficiente n'est pas toujours évident, autant pour des PME que de grandes sociétés. Durant cette soirée, Minimarisk vous montre comment augmenter de façon ciblée la satisfaction et la productivité des utilisateurs finaux des services informatiques. Le fil rouge de cette démarche se fera au travers d’un exemple pratique conduit auprès de la société Richemont (Piaget, Cartier, IWC, Panerai et bien d'autres). Minimarisk est un système d'analyse sur le cloud, qui permet d’améliorer et de professionnaliser rapidement les services par des quick-wins, en se basant sur des recommandations. L'approche innovante de Minimarisk est de cibler au maximum les besoins des clients finaux, et d'atteindre de façon très tactique des résultats concrets.

1. Digicomp Academy AG
Digicomp Academy Suisse Romandie, Genève
Augmenter rapidement la satisfaction de l'utilisateur
Raphael Rues, Minimarisk Sàrl
26.11.2013 Digicomp Lausanne
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2. Professionalism – Definition
 Business Dictionary.com:
 Meticulous adherence to
undeviating courtesy,
honesty, and responsibility
in one's dealings with
customers and associates,
plus a level of excellence
that goes over and above
the commercial
considerations and legal
requirements.

3. Professionalism Tips
 Make excellence your goal
 Get your basics right
 Take your job seriously
 Switch off personal problems
 Focus on your work
 Be willing to learn
 Be a team player
 Enjoy what you do

4. Barriers to Good Customer Service
• Human Barriers
• Don’t care about your consumers
• Dislike for job
• Prolonged stress
• Tired
• Personal problems
• Environmental Barriers
• Technology issues
• Lack of training
• Lack of knowledge
• Short-staffed
• Legal barriers
• Issue is not your responsibility

5. First Impressions
• The first 30 seconds
• No second chances
• Some tips to remember
–
–
–
–
Focus on the other person’s needs
Demonstrate good listening skills
Check your appearance
Remember names

6. Digicomp Academy AG
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UTILITY
Performance supported?
T/F
OR
Constraints removed?
Fit for
purpose?
Value Created
AND
Available enough?
T/F
Fit for use?
Capacity enough?
AND
T/F
Continuous enough?
T: True
F: False
Secure enough?
WARRANTY
© Crown copyright 2007 Reproduced under licence from OGC

7. Digicomp Academy AG
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Capabilities
Resources
Management
Financial capital
Organization
Infrastructure
Processes
Applications
Knowledge
Information
People (experience, skills
and relationships)
People (number
of employees)
© Crown copyright 2007 Reproduced under licence from OGC

8. Digicomp Academy AG
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Continual quality control and
consolidation
Plan
Do
Check
Act
Maturity level
ACT
CHECK
Project Plan
Project
Audit
New actions
PLAN
Business
IT
alignment
DO
Effective quality
improvement
Consolidation of the level reached
i.e. baseline
Timescale
© Crown copyright 2007 Reproduced under licence from OGC

9. Digicomp Academy AG
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Wisdom
Data
2. Define what you will
measure
1.Identify the strategy for
improvement
• Vision
• Business need
• Strategy
• Tactical goals
• Operational goals
PLAN
3. Gather the data
• Who? How? When?
• Criteria to
evaluateintegrity
• Operational goals
of data
• Service measurement
7. Implement improvement
DO
ACT
6. Present and use the
information
• Assessment summary
• Action plans
• Etc.
CHECK
5. Analyse the information
and data
• Trends?
• Targets?
• Improvements required?
Knowledge
4. Process the
data
• Frequency?
• Format?
• Tools and systems?
• Accuracy?
Information
© Crown copyright 2007 Reproduced under licence from OGC

10. Case Study
Analyse Qualitative
Minimarisk Richemont
ServiceDesk / Incident
Management Assessment
Minimarisk – Raphael Rues

11. Digicomp Academy AG
Evaluation Utilisateurs (500 personnes)
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12. Digicomp Academy AG
Récommandations et Implementations
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13. Digicomp Academy AG
Merci
Contact:
Minimarisk Sàrl/Gmbh
Raphael Rues
Senior Partner
Route de Buchillon 35 - PF 173
CH-1162 St-Prex VD
Phone: +41 79 292 69 03
E-Mail: raphael.rues@minimarisk.com
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