Experiencing World Class Service Excellence

Published October 6, 2010 | By Bman

Page : 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 ALL

for water supply to property boundary. From road to property is owner’s responsibility

Staff Management

Exemplified by internal team approach to process re-design – led by very credible long serving member of staff
Quote ‘People march to their measurements’
Need to re-skill Customer Representatives to problem solve (improved thinking) and understand issues around water quality (chemistry) and pressure (engineering) – described as getting the crew ready to run the new ship

Customer Dialogue

Little evidence that customers have had an input into the process design and change management programme
Industry prescribed measures for customer satisfaction a given although they were attempting to redefine these.
Implied customer frustration given fragmented delivery through historical silos
Commentary
A different context from Stew

Pages: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69

Posted in Script Sales | Tagged CLASS, Excellence, Experiencing, Service, World