Mahmoud Elhefnawi April 2013 Contents 2 Services process Model 3 Process development 6 Services KPI Small control loop 1 Quality Assurance organization chart 7 Audits Procedure large ID: 420536
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Slide1
Quality Assurance & Customer Service Presentation
Mahmoud Elhefnawi
April 2013Slide2
Contents
2-
Services process
Model
3- Process development
6- Services KPI- Small control loop
1- Quality Assurance organization chart
7- Audits Procedure - large control loop
5- QA / customer service controlling procedures
8- Call center management
9- Services customer voice concept
10- Customer voice -job order form
4- Services Handbook
12- Customer satisfaction Surveys
11- Customer voice– Happy call
13- Customer complaints management system
14- Customer Satisfaction Award
15- Telesales system
16- SMS SystemSlide3
1. Quality Assurance Organizational chart
Service Director
Hussam Ibrahim
QA / customer service Manager
Mahmoud Elhefnawi
QA audit supervisorCall center agent2 employees
Telesales call center agent2 outsourced
Electronics agent5 outsourced
Pro-clean agent 1 outsourcedSlide4
2. Services process ModelSlide5
3. Process development Methodology
We use the standard SIPOC model for developing our process (supplier-input-process-output-customer)
P
rocess description
(home service SOP’s )
o
ut
put
S
upplier
I
nput
C
ustomer
ESP customer
Home service request via call center
Receiving customer request / call center procedure
Home service request procedureRepaired itemRepair time is less than 14 daysResponse within 24 hrs.
ESP customerSlide6
4. Services HandbookService’s Handbook is established to fully describe the services operation in confirmation with the ISO9001:2008 guides, it is the container for all SOP’s to serve 3 objectives:1- reference manual for all staff
2- training materials for new hired staff
3- to ease the opening of new storesSlide7
5. QA Customer Service
C
ontrolling procedures
Audit procedure
Customer satisfaction award procedure Happy calls procedure
Complaint management procedure
Document control procedure
Telesales procedureSlide8
6. Services KPI - Small control
loop
The How?
Again, based on SIPOC process model, for the output part we develop the KPIs to measure the effectiveness ( actual performance / commitment to customer) , and the efficiency ( consumed resources/ planned resources).Slide9
6.1. Services KPI- Small control loop
The What?
# of over due pending cases
% of ESP cases closure rate within 72 Hr
% of ESP cases without loaner after 3 days% of cases closure rate- within 14 days
average repair time (days) % of customer complaints through call center% of satisfied customers ESP customer satisfaction survey Electronics customer satisfaction survey
Response Rate (ESP Home Service)
# of over due hardware pending cases% of Force tel solved cases% of answered force tel
callsForcetel average call time (min)% of Force 24/7 cases closure rate (software)% of Force 24/7 cases closure rate (hardware)
Software average repair time (days)Jawwaly average installation timeD3M average repair time (days)Hardware average repair time (days)% of satisfied customers (
forcetel/ HW repair/ D3M/ Jawwaly)Force 24/7 customer satisfaction survey% of Force 24/7 / Jawwaly customer complaints
Electronics KPI
Smart business KPISlide10
6.2. Services KPI- Small control loop
The Tool
KPI system is an In House Application (IHA), developed by IT to provide Services department with all KPI required to monitor process performanceSlide11
6.3. Services KPI- Small control loop
The KPI Charts
KPI review meeting is held every Wednesday, as a result corrective actions are taken for the missed-targets.Slide12
7. Audits Procedure - Large control loop
Audit procedure is established to measure the adherence degree of our operations to the designed and documented procedures and processes.
Audit check list is designed to satisfy the requirements of the norms ISO9001 for system audit, and VDA6.3 – Services for process audit
Audits are conducted by a
qualified and certified auditor.
Audit plan
Audit procedureSlide13
Audit finding report/ corrective actions/ due dates / follow ups
7.1. Audits Procedure - Large control loop Cont./Slide14
8. Call Center Management
Call center is an outsourced center located in Jeddah. The call center delivers the following business activities:-
Force -Tel
7 agents (extra's employees)
24/7 Technical support for ForceTel customers (inbound)
Electronics repair
5 agents (Outsourced)
Receiving customer inquiries (inbound)
Receiving and recording home service requests (inbound)
Business Activity
Assigned resource
Tasks
QA
2 agents (extra employees)
Happy calls (outbound), short survey with 2 questions with customers who enjoyed our service Recording customer complaints (inbound), using eXtra database
Pro-clean
1 agent (Outsourced)
Receiving customer inquiries (inbound)Receiving and recording home visit requests (inbound)
Telesales
2
agents (Outsourced)
Conducting telesales for the new projects (quick-fix), using in house application systemSlide15
8.1. Call center daily performance reports
Calls breakdown Report:-
Daily average calls 250
Agents Service Level Report
:-
Service level agreement 85%, Abd. 3%Slide16
9. Services customer voice concept
F/B via call center
(happy
calls
, customer
complaints)
F/B via customer survey F/B during & after service Directly (service
Job Order Form)customer
eXtraSlide17
10. Customer voice
- Job
order form
Home service job order form and the feedback from the customer mentioned in the bottom of the pageSlide18
11.1. Customer voice–
Happy
call
Happy call is a short customer survey, takes 5 minutes with 2 questions ( did you receive the service & are you happy with our service)
Done by call center agentDone for all repair missionsDone for 10% of installation missionsSlide19
11.2. Customer voice–
Happy
call
Happy-call system reports and graphs are auto generatedSlide20
11.3. Customer Satisfaction Results from
happy calls
* In 2008, it was manual calculation, IT system was not implemented yet
% of satisfied customers & No. of services tickets
2012 Target was 90% Satisfaction and we achieved 94%.
No. of Happy Call Customers & No. of tickets.Approximately 30,000 happy calls conducted.Slide21
12. Customer satisfaction SurveysCustomer satisfaction surveys targeting the customers who enjoyed our services for the last 6 months, the information collected are:
Customer satisfaction index
Defining Customer’s behavior change
Defining Customer’s values related to each service packageMatching between internal KPI , and the customer values Slide22
12.1. Customer satisfaction Surveys
Surveys were implemented on 2008 & 2009.
In 2010/2011 we didn’t conduct customer satisfaction surveys, however we collected general information during the marketing researches done for developing new services package, e.g. pro-clean/ extra-care/ pc extended warranty.
2012
Customer satisfaction survey planned to be in the customer experience project.2013 survey will be decided after Q1 budget BPE.Slide23
13. Customer complaints management system
Customer complaints management system was developed to automate manual paper work and communications , which consume time and normally have lake of control, this automation allow staff to focus on the solutions, and keep things under control all the time.
System is developed according to ISO9001/ ISO TS requirements for continuous improvement.Slide24
13.1. Customer complaints management system
Customer calls call center to file a complaint, call center agent records the complaint on the system
System auto define the responsible and send him a notification mail
Service supervisor review the case and define the actions
Service supervisor implement the action with his team
Service supervisor update the system, system shows the customer on the Happy call list
Call center agent conduct happy call with the customer and confirm the closure of the complaint.Slide25
13.2. Customer complaints management systemSystem screen shotsSlide26
13.3. Customer complaints management systemComplaints analysis by store , 2013Slide27
13.4. Customer complaints management system
Root cause analysis from the systemSlide28
13.5. Customer complaints- trend over last years
No. Tickets V no. complaints
No. Tickets V % complaintsSlide29
14. Employee Customer Satisfaction Award To enforce front-liners staff to be customer centrist, we offer them to win a prize of SR 500
in addition to a certificate for the recognized performance by the customer.
We budgeted for one winner per business (smart/ electronics) and per region ( eastern central/ western) every month.
procedureSelection criteria formatSlide30
14.1. Employee Customer Satisfaction Award Slide31
15. Telesales system
Telesales application is an in-house-Application by IT department
We use our customer data base (electronics and Smart product)
Payment is done by SADAD system
Currently we sell quick-fix through this channel procedureSlide32
15.1. Telesales
systemSlide33
16. SMS system
SMS system is in house application
It
is used basically as a customer feedback tool to customer informed about his ticket status
SMS is also part of telesales systemSlide34
16.1. SMS
systemSlide35
Thank you…