Core Business Process-Serve Customers

Description

Providing exceptional after sales Customers Service experience

Process Objectives

1. Expedite resolution of customer problems
2. Improve feedback quality and timeliness to allow product and process improvements
3. Reduce time to reimburse customer claims
4. Reduce time to repair/service product

Critical Success Factors (CSF’s)

    A.  Train and empower employees to resolve issues to customer satisfaction (1,3,4)
    B.  Provide access to all parties needed to resolve issues (1,3,4)
    C.  Maintain on-line, in-depth database of problems and resolutions (1,2,3,4)

Key Performance Indicators (KPI’s) Linked to CSF’s

• Time from initial customer contact to response (A,B,C)
• Time from initial customer contact to time reported to applicable parties (B)
• Number of repeat customer complaints; results of customer satisfaction surveys (A,B,C)

Inputs

Product specifications Marketing plan

User documentation Customer database

Claims and warranty database and policies Support databases

Activities

Outputs

Updated claims and warranty database

Feedback reports to applicable processes

Updated customer database

Systems

Customer database Customer support system

Product specification system Shipping and receivables system

Claims and warranty databases Resource scheduling system

Classes of Transactions

Routine Customer returns/claims Sale of service agreements

Non-Routine Product recalls

Accounting Estimates Determination of warranty liability Product recall liability estimates

Risks Which Threaten Objectives

      A.   Databases/systems that do not allow in-depth and timely knowledge and resolution (1,2,3)
      B.   Employees not properly trained and empowered (1,3,4)
      C.   Claims are not fed back to process owners in a timely manner (2)

Management Responses Linked to Risks

• Monitor resolution times and follow up slow responses (A)
• Use of high-performance work groups, formal policies and procedures (B)
• Regular review of unresolved or open claims (A,C)

Other Symptoms of Poor Performance

Unprofitable service contract business High warranty costs compared to budget and industry norms

High number of abandoned calls

Complaint system not linked to payment

Performance Improvement Observations

Benchmarking Call response analysis

Data warehousing Automated data transfer system

Accounting methods review