Our Service Management methodology consists of a mix of
activities, performed by senior consultants from Customer
Centricity. The depth and duration of each task below is performed
at a level commensurate with the Operations / Service Management
area within the scope of the assessment.
|
Activity |
Description
|
|
Self-Assessment |
Key stakeholders
for each area in the scope of the assessment complete a
self-assessment questionnaire. This enables Customer
Centricity to have advanced insight into areas that may
require special attention once on-site.
|
|
Interviews
with Key Personnel |
Customer Centricity
meets 1-on-1 with key employees to obtain their input on what
is working well, where they feel there are opportunities for
improvement and general observations related to the areas
within the scope of the assessment. The interviews consist of
obtaining objective input against specific items considered as
best practices within each Operations / Service Management
area.
|
| Observation of Personnel |
Customer Centricity
will shadow personnel that are performing in key roles within
the area being assessed.
For example, for the Service Desk / Contact Center assessment
this would entail observing Customer Service personnel
handling customer inquiries. The intent of this step is to
observe the interaction of people (employees, customers and
partners/providers), process (the methods and techniques used
to handle customer inquiries and partner/provider support) and
technology (tools used to automate the customer service
process).
|
| Focus groups |
This step consists
of managers meeting with Customer Centricity for interactive
dialog on those items within the scope of the assessment.
|
| Mystery customer |
To the extent
feasibly possible Customer Centricity will:
-
Call into the
customer service number to assess the customer experience
within the phone-tree up to and including the point of
getting a live representative.
-
Access the
customer service extranet to assess the online experience.
|
| Competitive Research and
Benchmarking |
Customer Centricity
will perform the mystery customer step (outlined above) with
those organizations that the client identifies as key
competitors. Additionally, Customer Centricity will obtain
benchmark data for the client to compare itself against.
|
| Customer Interviews |
Customer Centricity
will call a group of selected customers to obtain their input
on Operations / Service Management effectiveness.
|
| Consolidate findings and
recommendations |
Customer Centricity
will “regroup” post the on-site assessment to discuss the
outcome and consolidate findings and recommendations.
|
| Provide read-out |
The outcome of the
Operations / Service Management Assessment exercise is that of
Customer Centricity providing a report of findings and
recommendations resulting from the assessment. This read-out
will organize recommendations based on the perceived
cost/benefit with special emphasis placed on those items that
can offer our client immediate payback.
|
| Next Steps |
It is assumed that
recommendations resulting from the assessment will be
considered for implementation. Implementation may be performed
by the client’s staff or the client may wish to augment its
team with external resources and specialized skills, or some
combination of both. Customer Centricity is prepared to
provide a high-level estimate of what it would take
(investment, time-frame, client resources, etc.) to address
those areas that bring the most value to the client in closing
the gap between present and desired state.
|
