Customised Audit Solutions division(S&SC) essentially work on the areas of service excellence at your customer touch points, and keep you inform 24*7 about your actual service delivery through real time analysis.

1. CUSTOMISED AUDIT SOLUTIONS
Service Quality Management (Service Offering)
S&SC Business – SGS India Pvt Ltd
www.sgs.com
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3. THE WORLD’S LEADING INSPECTION, VERIFICATION,
TESTING AND CERTIFICATION COMPANY
 More than 70’000 employees
 Scientists, engineers, doctors, chemists, auditors and inspectors
 Network of over 1350 offices & laboratories globally
 Present in 140 countries
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4. GLOBAL REACH AND LOCAL SUPPORT
EUROPE , AFRICA &
AMERICAS ASIA PACIFIC
MIDDLE EAST
335 Offices & 360 Offices &
Laboratories
740 Offices & Laboratories
Laboratories
14 700 Employees 24 300 Employees
28 000 Employees
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5. SGS IN INDIA
 Founded in 1950
 Oldest Inspection, Testing,
Certification company in India
 Wholly owned subsidiary of SGS SA
 Headquartered in Mumbai
 ISO 9001 COMPANY - First
inspection company in India to obtain
an ISO 9001 certificate
 All major laboratories are NABL
(equivalent to ISO/IEC-17025)
accredited)
 Inspection body accredited as per
ISO/IEC 17020 (Industrial and
Consumer Testing Services)
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6. SGS FOOTPRINT IN INDIA
 70 operating locations including
32 labs
Operations in all major ports
 Approximately 5000 people
 Branch network organised into
7 Regions
 Largest Inspection, Testing,
Certification company in India
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7. OUR VISION
 We aim to be the most
competitive and the most
productive service organisation
in the world.
 .
Our core competencies in
inspection, verification, testing
and certification are being
continuously improved to be
best- in-class. They are at the
heart of what we are
 Our chosen markets will be
solely determined by our ability
to be the most competitive and to
consistently deliver unequalled
service to our customers both
locally and trans-nationally
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8. BUILDING TRUST THROUGHOUT SUPPLY CHAINS
FROM FIELD TO CONSUMER
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9. CORE SERVICES IN INDIA
Agricultural Automotive Consumer Environmental Industrial Life Science
Services Services Testing Services Services Services
Services
Minerals Oil, Gas & Systems and Goverments &
Services Chemicals Certification Institutions
Services Services Services
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12. WE HELP OUR CLIENTS IMPROVE
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13. OUR IMPROVEMENT SOLUTIONS
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14. CUSTOMISED AUDIT SOLUTIONS (CAS)
 Client Control
 Clients decide which corporate values, strategic goals and
performance criteria are to be evaluated, measured and verified
 whether they are correctly understood and consistently
implemented throughout it’s corporate network;
 Clients also decide how the results of the evaluation and/or
verification are to be used.
 Managing Service Quality
 To ensure service quality are consistently met; companies need to
– Establish what customers want / best practices
– Identify what needs to be done to meet those requirements;
– Measure performance against those criteria.
 Managing Risk
 CAS gives companies an opportunity to ensure
– Brand reputation is preserved
– Company vision and values are promoted
– Specific service quality levels are consistently met
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15. SERVICE QUALITY MANAGEMENT
1. Service Validation – ServiVal
 Mystery Audit Program (MAP)
 Customer Satisfaction Survey (CSAT)
 Customer Experience Measurement (CEM)
 Marketing Feedback Program (MFP)
2. Service Certification - ServiCert
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16. SERVIVAL
 Organisations often have their own audit programme, systems
and documentation already in place to verify compliance at its
own locations or those of its suppliers
 Organisations may wish to continue managing these
programmes, external assessors can support carrying out
these audits for them
 ServiVal programmes will involve some form of evaluation,
verification and /or monitoring of compliance with a client’s own
requirements or performance standards which may include
 Industry / sector standards
 Codes of practice or regulations
 Organisational membership requirements
 Involve organisations own manufacturing units, branches, retail
outlets, or those of its suppliers
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17. MYSTERY AUDIT PROGRAM (MAP)
 Our service will
 Develop a unique measure of customer experience which mirrors
organization vision regarding customer service;
 Together with our esteem clients, we determine the specific
parameters & target Shopper groups
 We appoint our Mystery Shoppers from the same target groups in
order to ascertain an objective evaluation discreetly;
 The mystery guest reporting is provided in the form of
qualitative feedback and quantitative measurement
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18. MYSTERY AUDIT PROGRAM (MAP) – Service Offerings
 Product Price Audit
 Ensure that stores / retailers / shops are charging the correct price
for the products you sell or have on special promotion
 Our audit & findings allow an organisation to eliminate the potential
for annual losses
 Brand Audits
 An investigative tool that ensures an organisations dealers /
retailers /stores comply and continue to comply with company
standards
 Designed to focus on specific criteria that customers notice:
general appearance, sales processes and brand’s communication
 Call Centre Operational Excellence
 Call centre audit allows comparison of performance on the same
customer scenarios, allowing company to identify
– Training needs
– Feedback
– Employee Performance 18

19. MYSTERY AUDIT PROGRAM (MAP) – Service Offerings
 Sales Operational Experience
 Evaluate the performance of companies frontline employees and
operations, including
– Customer service skills
– Selling skills
– Merchandising compliance
– Product knowledge
– Communication skills
 In-store Audit
 Assists multi-unit retailers and manufacturers achieve store-level
compliance with operational, service and merchandising
standards
 Our in-store auditors make visits to entire network or selected
stores of network and provide company with visibility of actual
practices prevailing
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20. MYSTERY AUDIT PROGRAM (MAP) – Service Offerings
 Employee Integrity Check
 Evaluate employee honesty, loss prevention programs, weed out a
problem in a specific retail location
 Test employee integrity by making a simple cash purchase at a
retail location; other situation like leaking the leads to competitors.
 Competitor Audit
 Measure competitor performance and compare everything from
product pricing to the quality of customer service
 Evaluate how an organization stack up to the competition to
compete in today’s highly competitive environment
 Understand what the competitors are charging for their products
and services
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21. C-SAT Survey
 Face-Face Interview
 Tele Interview
 Through customer satisfaction surveys you can:
 Understand Experiences – Identify the critical touch points that
drive customer satisfaction.
 Continuous Feedback – Empowering managers throughout
your business to work with their teams to ensure they are
delivering the best experiences and improving training with
continuous real-time feedback.
 Analyse & Action – Through our Customer Intelligence
Reporting Platform, you and your teams will have individually
tailored access to viewing your results in real-time, gaining
detailed feedback .
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22. CUSTOMER EXPERIENCE MEASUREMENT
 A first step toward managing the total customer experience is
that firms must understand all customer experience
touchpoints (interactions points) and their signals are key to
managing customer’s cumulative experiences during their
relationship with your firm.
We analyze the experiential world of customer through;
 Internal Review
 Current customer service strategies
 Review of organization’s customer knowledge
 External Review
 Seeking information about customer expectation
 Price & discounts
 Purchasing experience
 Post-purchasing experience
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23. MARKETING FEEDBACK PROGRAM (MFP)
 We monitor, collect, analyze & report actual ground level
feedback for all the parameters covering products,
dealer/retailer’s involvement, selling skills , merchandize
management & after sales service.
 Continuous Performance Measurement (CPM)
– Know the breadth & depth of your every SKU
– Know the product penetration / availability at retail
– Know the point of Sale material for each SKU
– Know the approach for your SKU Display & Visibility
– Know the Product attribute’s communication
 Continuous Competition Mapping (CCM)
– How are you doing versus the competition?
– Who is a true competitor - and who is not?
– Competitors strength or weakness?
– How is the competition doing?
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24. SERVICERT (SERVICE CERTIFICATION)
 ServiCert - ASSURE YOUR PERFORMANCE
 Analyze and organize: organization to set-up its own criteria
based on its customer requirements with the help of SGS
 Organize the Service Criteria: SGS validates the proposed
Service Delivery Criteria
 Audit against the validated Service Criteria
 Report on the findings: provide factual and operational business
information and VALIDATE results
 Continuous improvement assistance: provide independent
and third party analysis of report findings
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25. SERVICERT (SERVICE CERTIFICATION)
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26. BENEFITS OF SERVICE CERTIFICATION
 Service Certification programmes establish clearly
defined service commitments - a service promise which
identifies those parts of the service delivery process which
need measurement and control.
 Independent validation and verification of a client’s service
delivery criteria by SGS gives public assurance of
compliance with that service promise.
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27. BENEFITS FOR ORGANIZATIONS
 Enabling an organization to monitor compliance with
product/service delivery standards and specifications.
 Enabling marketers to examine the gap between promises
made through advertising/sales promotion and actual service
delivery.
 Helping monitor the impact of training and performance
improvement initiatives on compliance with or conformance to
product/service delivery specifications.
 Identifying differences in the customer experience across
different day parts, locations, product/service types and other
potential sources of variation in product/service quality.
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28. BENEFITS FOR ORGANIZATIONS
 Supports promotional programs
 Audits pricing & merchandising compliance.
 Allows for competitive analyses.
 Educational tool for training & development.
 Rewarding tool for best employees
 Ensures positive customer relationships on the front line.
 Enforces employee integrity.
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29. ONLINE REPORTING MODEL
 https://sgsindia.shopmetrics.com
Please click on the link.(Demo)
http://training38.shopmetrics.com
 user id – cuser1
 password – Cuser1
 user id – cuser2
 password – Cuser2
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30. ONLINE REPORTING MODEL
 Analytics that allow you to measure the quality of index &
parameters through Real time.
 Dashboard reports to monitor lead count by hour, day, location
and event .
 Storage of custom reports and files such as summary
presentations.
 Alerts and follow-up email campaigns to continue consumer
engagement beyond data capture.
 Real time store/branch/franchise information anywhere
anytime.
 Parameter specific answer for each location any time.
 Customer satisfaction index scores for each location ( entirely
depends upon your requirement when you want to update it.
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31. ONLINE REPORTING MODEL
 Full control over the system and the settings
 Design customization even on a user basis
 Security: each user can access only permitted data
 Import users, branches, shoppers, reviews…
 Export reviews data to: SPSS, CSV, XLS, XSLX, PDF
 Easy to use client interaction: All reports are clickable and
include ‘hot links’ to provide drill-down information
 Personalized reports dashboard for each user, according to
security permissions settings
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32. SOME OF THE BRANDS THAT RELY ON US
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34. SGS DELIVERS COMPETITIVE EDGE
 By enhancing quality
 By reducing risk
 By improving productivity
 By ensuring compliance
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35. WHAT MAKES US DIFFERENT?
 Business Partners
 Technical leaders
 Acting as benchmark
 Largest and oldest network
 Local knowledge, global support
 Working across industries
 Covering supply chains
 Using the right technology
 Culture of integrity
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36. RELY ON OUR MOST IMPORTANT ASSETS
 Our People
 Our Expertise
 Our Commitment
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37. DRIVEN BY OUR VALUES
 Passion
 Integrity
 Entrepreneurship
 Innovative spirit
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38. CONTACT US
 Address : SGS India Private Limited
SGS House
4-B Adi Shankacharya Marg
Powai Road, Vikhroli (West)
Mumbai - 400 083.
Maharashtra, India.
 Contact : Amit Singh
 Phone: +91 22 2579 84 21 to 28
Mobile: +91 77 38 15 68 35
Fax: +91 22 2579 84 34
 E-mail : Amitkumar.singh@sgs.com
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39. © SGS SA 2009. ALL RIGHTS RESERVED.
WWW.SGS.COM
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