Quality of Service Monitoring: The Customer’s Perspective
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Presentation about The Customer Perspective in the Postal Industry at World Mail & Express Conference Asia Pacific 2012 in Singapore. How to measure service quality, performance, customer experience in the postal industry to become more customer centric.
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Quality of Service Monitoring: The Customer’s Perspective
- 1. we monitor it. Niels Delater, Spectos GmbH CEO Quality of service monitoring: the customer’s perspective Singapore, 28/ 06/ 2012
- 2. © Spectos 2012 “In War there are Five Steps: Measurement, Estimation, Calculation, Comparison, Victory.” Sun Tzu, Chinese General 6th century B.C. The Art of War, Chapter Four, Forms and Dispositions
- 3. © Spectos 2012 Measurement Restrooms at Changi International Airport, Singapore, 2012
- 4. © Spectos 2012 Measurement 100% RFID based Transit Time & Process Analysis
- 5. © Spectos 2012 Measurement Feedback & Complaints
- 6. © Spectos 2012 Measurement Mobile Service Monitoring PLACE QR CODE Place the Store Monitor Barcode at any point of Sale e.g. Retailers, Service Centers, Products, Shipments. 1 2 CUSTOMER Scans QR code and does short survey on service quality and is incentivized. 3 INCENTIVE Customer Retention by incentives for helping to improve Service Quality
- 7. © Spectos 2012 Measurement Mobile Service Monitoring
- 8. © Spectos 2012 Measurement Web & Social Media Monitoring 50% 52% 46% 39% 36% 48% 11% 12% 6% 0% 20% 40% 60% 80% 100% Feb Mar Apr 42% 31% 38% 50% 62% 52% 8% 7% 10% 0% 20% 40% 60% 80% 100% Feb Mar Apr ReceivingSending DPD 43% 37% 42% 41% 44% 42% 16% 19% 16% 0% 20% 40% 60% 80% 100% Feb Mar Apr 65% 64% 58% 25% 26% 37% 10% 10% 5% 0% 20% 40% 60% 80% 100% Feb Mar Apr 54% 43% 54% 39% 53% 36% 7% 4% 10% 0% 20% 40% 60% 80% 100% Feb Mar Apr 26% 23% 29% 55% 61% 53% 19% 16% 18% 0% 20% 40% 60% 80% 100% Feb Mar Apr negative neutral positive
- 9. © Spectos 2012 Measurement Web & Social Media Monitoring https://twitter.com/#!/Dan_Photography/statuses/187880041143730176 https://twitter.com/#!/porreeundlauch/statuses/187882061674192896 https://www.facebook.com/permalink.php?story_fbid=353815254655051&id=193176780718900 https://twitter.com/#!/kaimoringen/statuses/ 187588992403910657
- 10. © Spectos 2012 Measurement All stakeholders generate data and want to see measures, trends, benchmarks, results. Shipments Financials Complaints Benchmarks Surveys Volumes Partner Infos Transit Times Track n Trace ReturnsRegional Data Internal Complaints GPS Requests Monitoring Data Customers Management Consumers
- 11. © Spectos 2012 Estimation Data is not information
- 12. © Spectos 2012 Estimation ”We are the beginning of an amazing world of data driven applications. It's up to us to shape the world.” TIM O’REILLY, founder, O'Reilly Media
- 13. © Spectos 2012 Estimation Devide the Relevant from Irrelevant Information Scout Quality Suite Datawarehouse Relevant Reports Relevant Reports Relevant Reports Scout Quality Suite is a cloud based Business Intelligence System to handle big data and perform agile reporting for Service Quality Monitoring.
- 14. © Spectos 2012 Calculation 99.9 % Quality means……. 21.7m lost emails each year in the UK 19.8m letters lost by the UK Post Office per year 1632 defective cars sold in the UK every year 639 lost babies in maternity wards each year 450 failed take off or landings in the UK 80 Escaped prisoners per annum “To see sun and moon Is no perception, To hear thunder, Is no Quickness of hearing.” Sun Tzu, Chinese General 6th century B.C. The Art of War, Chapter Four, Forms and Dispositions
- 15. © Spectos 2012 NVSP National Province A Province B Region C Region D Region E Region A Comparison Scorecard based Benchmarks
- 16. © Spectos 2012 National Province A Province B Region C Region D Region E Region A Comparison Scorecard based Benchmarks
- 17. © Spectos 2012 National Province A Province B Region C Region D Region E Region A NVSP National Province A Province B Province C Province D Province E Comparison Scorecard based Benchmarks
- 18. © Spectos 2012 Comparison Involving the staff in measures and benchmarks
- 19. © Spectos 2012 Victory Customer Perspective Staff Perspective Process Perspective Financial Perspective Increased Customer Satisfaction & Reputation Motivation of Staff Increased Service Quality Quicker Customer Response Increased Responsibility of Staff Increased Revenues Increased Process Efficency Significant Cost Savings Increased Profits “His victories are flawless, his victory is flawless, because its inevitable!” Sun Tzu, Chinese General 6th century B.C., The Art of War, Chapter Four, Forms and Dispositions
- 21. © Spectos 2012 Test Quality of Service Monitoring and rate this presentation! Thanks for your Feedback! http://bit.ly/MIn7VN