Find out the best way to assess the effectiveness of a global best practice complaints and inquiry management process - from one of the top global experts on the subject!
Improve Service Quality Through Enterprise Feedback ManagementSpectos GmbH
How are companies improving their service quality with enterprise feedback management systems? Spectos has compiled a list of tips and hints about how to improve company performance by measuring customer satisfaction.
Management Assignment Help | by Onlineassignment.NetOnline
Get your Homework / Assignments done by Experts at OnlineAssignment.Net
Online Assignment is an early pioneer of online tutoring and homework assistance , helping K-12, College and Graduate students succeed in their academics since 2003.
With expert tutors available 24/7, help is within reach when you need it most. Whether you are a parent looking for qualified tutoring on Math for your kid or a college student needing urgent assistance on your difficult case study you need to submit in tomorrow, you need to look no further than OnlineAssignment. Our affordable, expert tutors have helped over 200,000+ students understand their difficult assignment problems or prepare for an upcoming exam.
Get your homework done by experts.
We’re faster than your Deadlines.
Website: www.Onlineassignment.Net
Mail: homework@onlineassignment.net
Regards
Online Assignment
Care Management Platforms for Population Health: Seven Real-World Best PracticesCognizant
Our experience with large platforms offers important lessons and strategies that healthcare organizations can successfully replicate when deploying a population health-oriented care management system.
A Review : Benefits and Critical Factors of Customer Relationship ManagementEswar Publications
Customer Relationship Management (CRM) is a technical jargon which is a blend of methodologies, software and internet, which are used by a company to achieve its goal through the identification and satisfaction of customer’s
stated and unstated needs and wants. This software addresses customer life cycle management. This system
manages company interactions with current and future customers. It involves technology to organize, automate
and synchronize business processes. CRM application is an essential tool for a company to grow and help to increase the satisfaction of customers. There are many benefits of CRM; those make the market environment customer centric. In this paper, we reviewed previous studies and identify those benefits which affect customers and company both. But CRM has many problems also because of them CRM gets failure. Its failure rate is more than its success rate. We also elaborated its failure factors and along with them its critical success factors which help in making CRM a successful project for a company, however implementation of CRM is a complex task.
Improve Service Quality Through Enterprise Feedback ManagementSpectos GmbH
How are companies improving their service quality with enterprise feedback management systems? Spectos has compiled a list of tips and hints about how to improve company performance by measuring customer satisfaction.
Management Assignment Help | by Onlineassignment.NetOnline
Get your Homework / Assignments done by Experts at OnlineAssignment.Net
Online Assignment is an early pioneer of online tutoring and homework assistance , helping K-12, College and Graduate students succeed in their academics since 2003.
With expert tutors available 24/7, help is within reach when you need it most. Whether you are a parent looking for qualified tutoring on Math for your kid or a college student needing urgent assistance on your difficult case study you need to submit in tomorrow, you need to look no further than OnlineAssignment. Our affordable, expert tutors have helped over 200,000+ students understand their difficult assignment problems or prepare for an upcoming exam.
Get your homework done by experts.
We’re faster than your Deadlines.
Website: www.Onlineassignment.Net
Mail: homework@onlineassignment.net
Regards
Online Assignment
Care Management Platforms for Population Health: Seven Real-World Best PracticesCognizant
Our experience with large platforms offers important lessons and strategies that healthcare organizations can successfully replicate when deploying a population health-oriented care management system.
A Review : Benefits and Critical Factors of Customer Relationship ManagementEswar Publications
Customer Relationship Management (CRM) is a technical jargon which is a blend of methodologies, software and internet, which are used by a company to achieve its goal through the identification and satisfaction of customer’s
stated and unstated needs and wants. This software addresses customer life cycle management. This system
manages company interactions with current and future customers. It involves technology to organize, automate
and synchronize business processes. CRM application is an essential tool for a company to grow and help to increase the satisfaction of customers. There are many benefits of CRM; those make the market environment customer centric. In this paper, we reviewed previous studies and identify those benefits which affect customers and company both. But CRM has many problems also because of them CRM gets failure. Its failure rate is more than its success rate. We also elaborated its failure factors and along with them its critical success factors which help in making CRM a successful project for a company, however implementation of CRM is a complex task.
Data Mining on Customer Churn ClassificationKaushik Rajan
Implemented multiple classifiers to classify if a customer will leave or stay with the company based on multiple independent variables.
Tools used:
> RStudio for Exploratory data analysis, Data Pre-processing and building the models
> Tableau and RStudio for Visualization
> LATEX for documentation
Machine learning models used:
> Random Forest
> C5.0
> Decision tree
> Neural Network
> K-Nearest Neighbour
> Naive Bayes
> Support Vector Machine
Methodology: CRISP-DM
Solutions manual for operations management processes and supply chains 11th e...Brown485
Solutions Manual for Operations Management Processes and Supply Chains 11th Edition by Krajewski
Download at: http://downloadlink.org/p/solutions-manual-for-operations-management-processes-and-supply-chains-11th-edition-by-krajewski/
People also search:
operations management processes and supply chains 11th edition free pdf
operations management processes and supply chains 11th edition pdf
operations management processes and supply chains 11th edition solutions
operations management processes and supply chains 10th edition pdf
operations management: processes and supply chains (11th edition) ebook
operations management processes and supply chains 11th edition answers
operations management processes and supply chains 11th edition test bank
operations management processes and supply chains pdf
Customer churn classification using machine learning techniquesSindhujanDhayalan
Advanced data mining project on classifying customer churn by
using machine learning algorithms such as random forest,
C5.0, Decision tree, KNN, ANN, and SVM. CRISP-DM approach was followed for developing the project. Accuracy rate, Error rate, Precision, Recall, F1 and ROC curve was generated using R programming and the efficient model was found comparing these values.
No “one size fits all” managed services solution will ever be ideal for every business. When evaluating prospective providers, consider important services such as monitoring, reporting, backup, remote management and security. Also consider key provider qualifications including location, third-party certifications, customer references, in-house staffing resources and contract items. After outsourcing, you should see immediate results in cost controls and service delivery.
Operations Management Processes and Supply Chains 12th Edition Krajewski Test...kalotogub
Full download : http://alibabadownload.com/product/operations-management-processes-and-supply-chains-12th-edition-krajewski-test-bank/
Operations Management Processes and Supply Chains 12th Edition Krajewski Test Bank
FUSION14 Session 302 | Optimizing the Tradeoff: Cost vs. Quality in IT SupportMetricNet
Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model. Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs. Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
Free Desktop Support Training Series | The Zen of Support | MetricNetMetricNet
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
• Three Sources of Leverage in a Strategic Support Organization
• Two Metrics to Measure Your Progress Towards Strategic Significance
• Key Success Factors for Achieving Strategic Enlightenment
• Benchmarking Results from Strategic Support Organizations
An intuitive CRM Application fosters usability and user experienceUSECON
Business success today is defined increasingly by the building and effective management of all customer relationships. Successful CRM systems map customer-relevant business processes for sales, marketing, and service.
As one of the top 3-5 global experts on this topic, find out why Xerox, IBM, Royal Bank of Scotland Group, Irish Life, Ralston Purina and a host of other well known organisations around the globe have chosen to us this 'best practise' approach to complaints and enquiry management
How to Keep a Customer Complaint Log - and Why!Justine Parsons
No business is perfect and errors are a learning experience – believe me, I’m learning. By documenting your customer complaints you will turn negative into positive, resulting in a more profitable business.
Data Mining on Customer Churn ClassificationKaushik Rajan
Implemented multiple classifiers to classify if a customer will leave or stay with the company based on multiple independent variables.
Tools used:
> RStudio for Exploratory data analysis, Data Pre-processing and building the models
> Tableau and RStudio for Visualization
> LATEX for documentation
Machine learning models used:
> Random Forest
> C5.0
> Decision tree
> Neural Network
> K-Nearest Neighbour
> Naive Bayes
> Support Vector Machine
Methodology: CRISP-DM
Solutions manual for operations management processes and supply chains 11th e...Brown485
Solutions Manual for Operations Management Processes and Supply Chains 11th Edition by Krajewski
Download at: http://downloadlink.org/p/solutions-manual-for-operations-management-processes-and-supply-chains-11th-edition-by-krajewski/
People also search:
operations management processes and supply chains 11th edition free pdf
operations management processes and supply chains 11th edition pdf
operations management processes and supply chains 11th edition solutions
operations management processes and supply chains 10th edition pdf
operations management: processes and supply chains (11th edition) ebook
operations management processes and supply chains 11th edition answers
operations management processes and supply chains 11th edition test bank
operations management processes and supply chains pdf
Customer churn classification using machine learning techniquesSindhujanDhayalan
Advanced data mining project on classifying customer churn by
using machine learning algorithms such as random forest,
C5.0, Decision tree, KNN, ANN, and SVM. CRISP-DM approach was followed for developing the project. Accuracy rate, Error rate, Precision, Recall, F1 and ROC curve was generated using R programming and the efficient model was found comparing these values.
No “one size fits all” managed services solution will ever be ideal for every business. When evaluating prospective providers, consider important services such as monitoring, reporting, backup, remote management and security. Also consider key provider qualifications including location, third-party certifications, customer references, in-house staffing resources and contract items. After outsourcing, you should see immediate results in cost controls and service delivery.
Operations Management Processes and Supply Chains 12th Edition Krajewski Test...kalotogub
Full download : http://alibabadownload.com/product/operations-management-processes-and-supply-chains-12th-edition-krajewski-test-bank/
Operations Management Processes and Supply Chains 12th Edition Krajewski Test Bank
FUSION14 Session 302 | Optimizing the Tradeoff: Cost vs. Quality in IT SupportMetricNet
Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model. Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs. Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
Free Desktop Support Training Series | The Zen of Support | MetricNetMetricNet
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
• Three Sources of Leverage in a Strategic Support Organization
• Two Metrics to Measure Your Progress Towards Strategic Significance
• Key Success Factors for Achieving Strategic Enlightenment
• Benchmarking Results from Strategic Support Organizations
An intuitive CRM Application fosters usability and user experienceUSECON
Business success today is defined increasingly by the building and effective management of all customer relationships. Successful CRM systems map customer-relevant business processes for sales, marketing, and service.
As one of the top 3-5 global experts on this topic, find out why Xerox, IBM, Royal Bank of Scotland Group, Irish Life, Ralston Purina and a host of other well known organisations around the globe have chosen to us this 'best practise' approach to complaints and enquiry management
How to Keep a Customer Complaint Log - and Why!Justine Parsons
No business is perfect and errors are a learning experience – believe me, I’m learning. By documenting your customer complaints you will turn negative into positive, resulting in a more profitable business.
Complaints Handling Management - Complied to ISO 10002Ahmad Heshmat
It is a business case that studies the implementation of complaints handling management system, that is complied with ISO 10002, and studies how it enhance customer satisfaction, Loyalty, and corporate image.
Improving Complaints Management system, Complied to ISO 10002Ahmad Heshmat
It is a business case that study the implementation of complaints handling management system, that is complied with ISO 10002, and syudies how it enhance customer satisfaction, Loyalty, and corporate image.
Tools and Techniques for Quality ManagementNazrul Islam
The tools and techniques most commonly used in Quality management and process improvement are: Cause and effect diagram. Control Charts. Histogram. Pareto Charts.
Chapter 10 Tools and Techniques for Quality Management.pptDr. Nazrul Islam
QMS have sub-elements, or tools, that enable users to tailor its use to specific project needs. There are seven conventional QMS tools: flow charts, Ishikawa diagrams, checklists, Pareto charts, histograms, scattergrams, and control charts.
This presentation looks at the different sources of data that will help to inform Senior Executives about the current quality of IT services overall and help make the right decisions about future IT investment priorities?
Why Your Best Salesperson May Be a Customer Support RepCognizant
Using rich data, powerful analytics and integrated toolsets, support organizations in the communications and technology industry can achieve a real-time understanding of customer challenges, enabling them to convert troubleshooting exercises into rewarding experiences and convert customers into brand ambassadors.
Building Effective Denial Management DashboardsCitiusTech
In this whitepaper, we try to create dashboards from the lens of “Coding and Compliance Managers” – the real users who rely upon these dashboards regularly to help financially sustain a facility.
Weekly tasks or assignments (Individual or Group Projects) will be.docxphilipnelson29183
Weekly tasks or assignments (Individual or Group Projects) will be due by Monday and late submissions will be assigned a late penalty in accordance with the late penalty policy found in the syllabus. NOTE: All submission posting times are based on midnight Central Time.
The design of your research should now be completed, and you are ready for the execution phase. This is a key step in the research process and should result is meaningful, measurable, and useful information that you will use later for analysis purposes. Proper execution of your research plan will play a large role in the success of your project.
For this assignment, you will continue your work on the project with the execution of the research portion of the project. Research identified in Week 2 will be conducted, results will be gathered, and a summary of the research results will be presented as part of the submission for the week. You will also provide a summary of how well the research process achieved the desired goals for the project.
The project deliverables are the following:
· Update the Information Technology Problem Analysis document title page with a new date and project name.
· Update the previously completed sections based on your instructor's feedback.
· New Content: Project Research Execution
· Research Execution
· Conduct the research identified in the research plan, and document the process as it is performed.
· Gather the research results in an organized format that clearly identifies how the results relate to the identified problem(s) and the benefits that can be expected from solutions that have been found.
· Research Results Summary
· Summarize the results of the research.
· ? Include a discussion of specific project objectives that can now be stated based upon the research. Each objective should be unique and not overlap with other objectives and each objective should be supported by information and measures identified via the research. For example, a potential problem could be a trend of reduced customer satisfaction that is correlated with reduced sales. Research concerning what causes this type of problem and research about solutions, may reveal many issues and solutions. For example, customer service could be slow due to an IT system that has a slow response time when customer service representatives access information. The online sales portal that the customers utilize (if there is one) could be too slow – it could also be confusing. It could be that it is needed to consider using Social Media as part of a new customer relations campaign that will place our company more in touch with each specific customer and allow the identification of trends in what customers want and what they think about our company.
· ? Discuss how tangible and intangible measures are related to each objective and solution. For example, reductions in labor cost due to a proposed change accomplished via a specific IT project, is a tangible measure. An increase in customer satis.
A Next-Generation Approach to Integrated Warranty ManagementCognizant
For today's manufacturers, warranty management is one of the most tangible customer-facing functions. A next-generation, closed-loop warranty system can help companies automate and integrate warranty-related data to enhance field service and improve the management of returns, repairs and claims.
How can you increase profits while your money is literally going out the door? We have identified 10 common service problems companies experience and provided some solutions to those problems, which will help you fix your revenue leakage as well as increase efficiencies and drive more revenues.
Slide share Institute for Quality Assurance London - QualityWorld Customer ...Dr. Ted Marra
Another classic article on Customer Focus - while a number of approaches have evolved over the years, the foundation elements remain unchanged. Again, many organisations 'talk a good game' when it comes customers, customer focus or customer centricity. But as we all know, 'talk is cheap' and 'talk' alone doesn't get the job done. One needs to understand the true requirements for being customer focused. One needs a 'strategic customer relationship management' system as discussed in other of my SlideShare uploads. Hopefully you will find that this article helps to continue to provide a 'directionally correct' viewpoint! Enjoy!
5 Steps to Apply Deloitte’s Customer Service Delivery Model in SaaSQuekelsBaro
Use the 5 steps given in this article to reform your customer service delivery model. Apply Deloitte's five new capabilities to mitigate market disruptions.
CRM Data Quality - An Email Marketing PerspectiveDatamatics_BPO
This white paper outlines the costs and consequences of poor CRM data quality and also highlights the possible strategies for overcoming the bad data dilemma.
Madinah institute Webinar 'The Wisdom Chronicles - Competing to Win' A book...Dr. Ted Marra
Here is a Webinar which provides further insight into my book, 'The Wisdom Chronicles: Competing to Win'. If you look at the slides in 'notes' format, you will see some of the comments I made as well. Enjoy.
Slide share esomar article - imapct of quality and customer satisfaction on...Dr. Ted Marra
Here is an award winning article I co-authoured back when I managed the research methodology function of Walker: CSM who was doing about $30 million in sales at that time. The key here were the drivers of employee satisfaction being tied to 3 critical elements: does senior management really believe customers are important or just say the words; does senior management really believe employees are important or just say the words; does senior management really believe in excellence or just say the words.
Slide share The Ultimate Call Centre Diagnostic Assessment Survey based upo...Dr. Ted Marra
Here is a totally unique assessment survey which every agent, team leaders, supervisor, manager and above in your call center operation can complete. It will yield an unbelievable wealth of insight about your call center's opportunities for performance improvement. Try it if you dare!
Slide share The Ultimate Set of Call Center Key Performance IssuesDr. Ted Marra
If you are looking for a list of critical performance parameters by which you judge how well your call center performs, look no further. This set of criteria I have utilised many times to assess call centers around the world. It integrates 35 years of experience in call centers with EFQM Business Excellence criteria and Baldrige Performance Excellence criteria.
Slide share Conference Board New York - Customer Relationship ExcellenceDr. Ted Marra
It is hard to believe I wrote this 18 years ago. I had been doing seminars for the Conference Board - some with Fred Reichheld of Bain & Co. There is some information in this report you will not see or find other places. Real old, but a real good source of information on this topic. It has been a life's work. Enjoy
Slide share British Quality Foundation UK - Customer Relationship ExcellenceDr. Ted Marra
Here is 'an oldie but goodie' I wrote for the British Quality Foundation in London - keeper of the EFQM Business Excellence framework. You will be able to see how things have evolved by comparing to recent materials on this subject - but still lots of nuggets! Enjoy
Slide share The Case for Customer Relationship Excellence - European Qualit...Dr. Ted Marra
Here is an article I wrote for the European Quality Journal on Strategic Customer Relationship Management. Back then I referred to it as Customer Relationship Excellence. Take your pick on titles.
Slide share Strategic Customer Relationship Management & The 7 Sins - compl...Dr. Ted Marra
The attached document goes into more detail regarding Strategic Customer Relationship Management. It represents the beginnings of a new book I plan to write during 2015 based upon my 40 years experience in this field. Let me know if it is helpful so that I can keep it in my plans for 2015. There will be more uploads shortly also on Strategic Customer Relationship Management containing journal articles I have written on the subject over the years.
Slide share The Ultimate 'Train the Trainers' Service Excellence Learning a...Dr. Ted Marra
You may have read my journal article on 'Why Senior Management Still Doesn't Seem to get it after all these Years'. If so, you understand how 'critical to success' service excellence really is to ensuring you achieve and maintain competitive advantage. This programme is the 'ultimate' and takes my 40 years of experience and distills it into a powerful learning experience. Get your trainers up to speed so they can deliver it effectively. Do it now while there is still time! The clock is ticking and the future is often here before we are ready for it!
Forget service quality - it only allows you to continue to play the game if you are lucky, but never win! Research has shown consistently over the past 20 years that anywhere from 50-80% of customers defect, depending upon the industry, product or service, because of a bad service experience. Bain, McKinsey and a host of others have also shown that it is not unusual for there to be 20-25% churn in customers each year in most retail businesses. A tremendous cost of lost opportunity in both cases. Are you hemorrhaging and don't even know it? Does you boat have a hole in bottom ensuring you will sink shortly? Find out why senior management still doesn't get after all these years. And this is just Part One!
Slide share Hyper-Decision Making - Short VersionDr. Ted Marra
The new imperative for organisational success will be 'hyper-decision making'. Gain insights into executive research around decision making; the concept of 'optimal' decision; the costs of lost opportunity associated with decision making; the factors that determine your organisation's 'decision intelligence quotient'; the drivers of 'risk'; what a systematic, integrated and comprehensive decision making process looks like; and more! Enjoy!
Slide share Wisdom Chronicles - Book SummaryDr. Ted Marra
Here is your opportunity to have a quick preview of my new book, 'The Wisdom Chronicles: Competing to Win - Lessons Learned for Reaching the next Level of Performance'. I hope you enjoy your short read and that it 'wets your appetite' for the full story!
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
Website Link :
https://skyeresidences.com/
https://skyeresidences.com/about-us/
https://skyeresidences.com/gallery/
https://skyeresidences.com/rooms/
https://skyeresidences.com/near-by-attractions/
https://skyeresidences.com/commute/
https://skyeresidences.com/contact/
https://skyeresidences.com/queen-suite-with-sofa-bed/
https://skyeresidences.com/queen-suite-with-sofa-bed-and-balcony/
https://skyeresidences.com/queen-suite-with-sofa-bed-accessible/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-king-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed-accessible/
#Skye Residences Etobicoke, #Skye Residences Near Toronto Airport, #Skye Residences Toronto, #Skye Hotel Toronto, #Skye Hotel Near Toronto Airport, #Hotel Near Toronto Airport, #Near Toronto Airport Accommodation, #Suites Near Toronto Airport, #Etobicoke Suites Near Airport, #Hotel Near Toronto Pearson International Airport, #Toronto Airport Suite Rentals, #Pearson Airport Hotel Suites
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
VAT Registration Outlined In UAE: Benefits and Requirements
Complaints Management Part 2
1. marra_part2.qxd 3/23/2005 11:08 AM Page 32
keep
complaining
32 Qualityworld
part 2
When it comes to
complaints management,
a coding system can set
you apart from
the competition.
In his second
article, Ted Marra
explains how a coding
system will facilitate
effective analysis for
improvement and make
the mundane business of
complaints part of the
marketing strategy
feature
2. Qualityworld 33
feature
The codes and their structure are the key.
They represent an effective and efficient
way of capturing in the system the reasons,
problems, probable causes or other infor-mation
which an organisation needs to
know if it is to set priorities and take
action for improvement.
Often organisations have just a few large
buckets for problems to fall into, like prod-uct
or service, for example. The conse-quence?
Management sees that its
organisation had 600 service complaints
last month. That’s a large number, they say.
What do we need to do? No one knows
the details. Valuable resources and time
then have to be committed to find out
what is happening or has happened. Do it
right the first time - put an effective cod-ing
system in place at the start.
Effective codes will possess a number of
key characteristics. They should be:
• mutually exclusive so as to avoid ambi-guity
• actionable so that they begin to point
you in the direction of improvement
• dynamic in that they are regularly
reviewed and updated
• comprehensive and therefore cover all
aspects of the customer’s experience
with your organisation
There’s a hole in my bucket
Unfortunately, many organisations still
utilise large buckets only. That is, they cap-ture
only whether it is a sales, service or
product issue, for example. So in a given
month, if there are 600 service complaints,
everyone can review the data and say: ‘We
seem to have a lot of service complaints
this month!’ No one quite knows what
they are or why they have occurred, only
that there are lots of them. This is not par-ticularly
helpful.
Figure 1 gives an example of best-in-class
codes for service repairs for Thomson
Consumer Electronics, a consumer elec-tronics
manufacturer. As shown, going to a
second level of specificity is helpful, but if
the cost of repairs begins to grow, you still
don’t know what to address, so you really
need to go to the third level of detail.
That’s when your coding system becomes
actionable and helps speed you towards
improvement actions rather than have to
spend an inordinate amount of time and
resources trying to figure out what the 600
service complaints are all about.
The coding system should be comprehen-sive
in that it considers every aspect of
where things can go wrong within the
Establishing a coding system is
one way of setting yourself apart
from other organisations. Xerox
Canada has been successful for
years in negotiating resolution
times on a case-by-case basis with cus-tomers
- no doubt a frightening prospect
for some organisations to contemplate.
Many organisations use regulatory require-ments
as an excuse not to be better, where-as
others strive to be the best. Royal Bank
of Scotland, for example, has as one of its
objectives to be ‘world class in service
recovery’. It is clearly looking to differen-tiate
its level of responsiveness and effec-tiveness
in the complaints arena. This is a
smart move, as you will see.
If the true value of a complaints manage-ment
system were assessed internally it
would have to be based upon the quality
of information it can provide to the various
parts of the organisation - product devel-opment,
service, sales, quality and many
more. With the right information, organi-sations
can drive process, product and ser-vice
improvement. The key is capturing the
right information during the interaction
with the customer and coding it in such a
way that it facilitates analysis, interpreta-tion
and reporting of information.
Not fixed right first time
Repeated repair - same problem
Repeated repairs - different problem
Authorised service not performed
Inability to repair
Rudeness/interpersonal skills
Attitude
Intimidating location
Dirty
Parts
Labour
Parts/labour
No estimate given
Repairs significantly exceed estimate
No published repair rates
Cost of repairs
Quality of service
Non-responsive servicer
Difficulty in obtaining/scheduling service
Servicer refuses service
Equipment not ready when promised
Servicer workload - customer told to
come back later
Figure 1. Coding scheme for repair service complaints
Quality of service
(Technical capability/competence)
Professionalism
Facilities
Cost of repairs
Delay in servicing
Other
Repair service
Repair at unauthorised location
marra_part2.qxd 3/23/2005 11:09 AM Page 33
3. Analysis
Reporting
Review and act
Management process
Administrative Human resources
context of the customer experience and all
the individual engagements the customer
can have with your organisation. Figure 2
is a chart for a telecommunications organi-sation.
What does the engagement map
look like for your organisation and where
are the problem areas?
Getting validation
Validation is where the true test of the
effectiveness of the organisation’s com-plaints
management process is determined.
A validation process allows us to return to
the customer after the case has been closed
to determine how satisfied they were with
the actions taken, whether the relationship
has been preserved and to gain helpful
information for improvement regarding the
process and people the customer encoun-tered
in getting the issues addressed.
34 Qualityworld
Repair service/maintenance
Technical support
The key issue here is: ‘When is a case offi-cially
closed?’ This has been found to vary
from organisation to organisation. Best-in-class
organisations tend not to close a case
until final action has been taken. There
may be exceptions, but not many. The rea-son
why this issue is significant is this final
action should be the trigger for sending
out a validation survey.
The first question on this survey is simply:
‘How satisfied (on a 1-5 scale, for example)
were you with the actions taken?’ If no
actions have yet been taken, then you may
receive an unwelcome response from the
customer, which could lead to reopening
the case.
Beyond that, it is always a good idea to
include feedback on satisfaction with peo-ple
issues (eg professionalism, empathy,
responsiveness or others) and process (ease
of getting the issue addressed, clarity of
response and so on) as these often lead to
identifying opportunities to improve the
process, areas where staff may need better
training or where they should be recog-nised
for their efforts.
The final question should relate to whether
or not the customer would still continue to
recommend your organisation to friends or
colleagues despite the issue encountered.
This is the surrogate loyalty question and
the answer will indicate whether the rela-tionship
has been preserved or damaged.
A complaints checklist
So before you embark on a complaints
management programme, there are a num-ber
of questions you need to consider.
How comprehensive and effective is your
complaint coding system?
• do you capture actionable data?
• are the codes mutually exclusive to
avoid confusion and better ensure con-sistency
of application?
• are the codes revised on a regular
basis?
Process effectiveness
measures
• Pareto analysis
• Review and interpretation
• Severity assessment
• Operations/line management
• Departmental/functional
• Senior management/staff
• Prioritisation
• Resource allocation
• Form problem-solving/
process improvement teams
feature
Customer
purchase
consideration
Purchase cycle
Sales process
System design
Delivery Installation
Training
First
invoice
Order
submission
Credit
review
Account maintenance
Customer
purchase
decision
Customer
purchase
consideration
Figure 2. Customer engagement points
Figure 3. Enquiry, problem and complaint process
Planning
Critical success factors
There are certain factors which are more critical to
the success of an organisation’s complaints man-agement
process than others:
• highly visible, easily accessible channels of
communication of problems and complaints
• customer awareness/education of how to com-plain
and where to complain
• employee empowerment
• effective data capture, coding, analysis and
reporting to facilitate prevention
• standard operating procedures including
process definition (map), definition of com-plaint
and criteria for escalation as well as pro-file
of staff
• process and outcome effectiveness measures,
review, priority setting and action (including
root cause and prevention)
• teamwork, as many issues are cross-functional
and require fixing the customer first before
worrying about whose budget the cost will be
absorbed in
• continuous improvement of the complaints
management process
marra_part2.qxd 3/23/2005 11:09 AM Page 34
4. Beyond that, the data and information
should help with planning of customer-related
initiatives. It should be factored
into staff recognition programmes, train-ing
initiatives and performance evaluation.
Regular QA activity should occur in terms
of consistent use of codes, updating of
codes, elimination of outdated codes and
ensuring data integrity, system updates etc.
The bottom line
What about the bottom line? A five per
cent reduction in the number of customers
leaving your organisation due to a com-plaints
issue can double your profit. And a
one per cent increase in customer loyalty
can lead to an average nine per cent
increase in overall profitability. In fact,
there is a lot that can be done in terms of
better quantifying the economics around
complaints management. What would a 20
per cent reduction in complaints add to
your bottom line? What if you could
extend a customer’s period of loyalty by
25 per cent - what would that add to the
bottom line? This is only the beginning.
But there are clearly often cultural issues
that must be overcome as a first port of
call. In many organisations, complaints are
still viewed as a costly nuisance rather
than a marketing opportunity, and cus-tomer
service is viewed as a cost centre,
not a profit centre. The focus needs to be
on prevention - and not just good fire-fighting.
Effectiveness of resolution is far
more important than the absolute level of
complaints.
Soliciting complaints can be good business
strategy as non-complainers (the silent
majority) can represent 35 to 70 per cent
of customers experiencing a problem with
your products and services. Complaint vol-ume
is not a good measure of satisfaction.
A complaints management process should
be viewed as the bedrock of any effective
customer relationship strategy
marra_part2.qxd 3/23/2005 11:09 AM Page 35
What process do your people use with cus-tomers
to ensure effective problem or com-plaint
resolution?
• how do you ensure the exact problem
or issue the customer is having has
been determined?
• do you assess the severity of the issue
from a customer perspective?
• how effectively do your people defuse
angry or hostile customers?
• how effectively are they able to negoti-ate
a solution?
• how good is the follow-through in
meeting commitments made to the cus-tomer?
Under what conditions do you elevate a
customer issue to a higher level in your
organisation?
• are there criteria in place?
• are they consistently followed?
• are escalated issues treated differently
than other complaints? How and why?
What approach do you have in place for
determining how satisfied your customers
are with the resolution of their problem or
complaint?
• how do you know if their relationship
has been preserved and their loyalty
maintained?
A is for action!
In the end, gathering all the complaint
data in the world won’t help anything
unless someone acts on it. It is amazing
how many organisations fall into this trap
and keep trying to dig themselves out. The
complaints data keeps piling up, but no
one does anything with it.
What do you do with this data? Can you
name three improvements that have come
from taking action on complaint data in
your organisation in the past 12 months?
That is, after all, the point of having a
complaints system: to improve. Figure 3
shows some of the key aspects of the man-agement
process. Clearly, it has a lot to do
with aggregation, analysis, interpretation,
reporting of data, priority setting, action
planning and improvement of products
and services. But which of the issues lead
most quickly to customer disengagement?
This is where further analysis is useful.
Complaints from the inside out
The next step is to ask: who are your
organisation’s internal customers for this
data? Who could benefit from having
knowledge of it? Who is utilising the data
currently and what are they doing with it?
Into any review meeting should come not
only the rich complaint data and informa-tion,
but the key process effectiveness mea-sures.
How do you know if your
complaints management process is work-ing?
Is it effective? These are key questions
that must be asked.
Measuring the number of complaints is the
single worst measure you could choose. It
causes people to perform unnatural acts to
avoid formally capturing complaints - par-ticularly
since most professionals seem
intent on issuing an objective to reduce
complaints.
Ted Marra is president of Marra Quality Inc, which
focuses on performance and relationship excel-lence.
He has been vice president at Walker, CSM,
president of consultancy, Care Associates and of
TARP Midwest. In these positions he concentrated
on the design, pilot testing and full implementation
of customer complaint management processes.
Q
Qualityworld 35
feature
‘Measuring the number of complaints received causes people to perform
unnatural acts to avoid formally capturing complaints - particularly since most
professionals seem intent on issuing an objective to reduce them.’