special topics chap 9

Service quality indicator (SQI):

internal performance measure based on customer feedback;Designed to track 12 most common customer complaints.

Quality Driven Management (QDM)

refines the SQI based on customer-focused principles.

Company-defined standards

reflect internal company goals for productivity, efficiency, cost, and technical quality.

Customer-defined standards

are operational standards based on pivotal/central/important customer requirements identified by customers.

Measuring success of customer service calls

Make the customer feel comfortable and satisfied.

•Resolve the problem that customer called in about.

•Employees make judgment call on time limit—no specific time limit set.

Hard standards and measures

things that can be counted, timed, or observed.

Soft standards and measures

opinion-based measures that cannot be directly observed. They must be collected by talking to customers, employees, or others.

One-time fixes

technology, policy, or procedure changes that, when instituted, address customer requirements; Company standards that can be met by an outlet making a one-time change that does not involve employees and therefore does not require motivation and monitoring to ensure compliance

How many steps in process for setting customer defined standards ?

Eight

STEP 1 – Identify Existing or Desired Service Encounter Sequence:

Identify the steps, sequences and the activities the customer need to receive the service so that they can see value in the service provided and the customer experience with the service, discovering the service based on their expectations

Step 2 – Translate Customer Expectations Into Specific Behaviors and Actions

Set standards in broad term (overall) – conduct some research, collect data, set activities that will help understand customer expectations, have abstracts on customer expectations

Step 3 Determine Appropriate Standards

Cover performance that needs to be improved or maintained.

Cover behaviors and actions employees have control over and can improve

Hard measurements

mechanical counts, technology-enabled measurement of time or errors. Count of the number and types of actions or behaviors that are correct or incorrect.

Soft measures

relationship surveys (once per year) or posttransaction surveys (after each encounter) that measure customer perceptions.

Service Performance Index

Comprehensive composite of the most critical performance standards.