PPT-Maintainability and Customer Service Operations

Improved organization for better product design ARW2011 Cape Town South Africa April 2011 C Soblet L Meideros Romao 2 Outline IBA Short story of a fast growth. Web email chat and social media are now very important channels for customers Still many customers prefer to contact companies with a phone call URP57347D57347FRPSDQ57527V57347SHUVSHFWLYH5735957347WKH57347SKRQH57347LV57347QRW57347DOZDV WKH57347PRVW5 NYCT Providers . MTM’s Mission. Mission:. MTM is a medical and transportation management company whose mission is to partner with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. To achieve this, we leverage our core competencies in managing customer service operations and building provider networks.. 1 Although “maintainability” and “modifiability” are similar but by some not considered equivalent terms, will use the term maintainability exclusively throughout the paper. We h There’s nothing here to take by storm; to strategy we must conform.. Johann Wolfgang von Goethe (Faust,1808). Principle 1. (Value Maximization) The goal of strategy is to maximize the long run NPV of the organization.. Krishnan . Chatterjee. . – Head, Digital Task Force . VALUES TO VELOCITY: CREATING UNPARALLELED CUSTOMER DELIGHT. TRUST, TRANSPARENCY, FLEXIBILITY. VALUE CENTRICITY. EMPLOYEES FIRST. HCL Tops Forrester North America Apps Wave CSAT Two Years in a row. Operations take place in all kinds of settings – manufacturing and services, private and public sectors. Operations management is vitally important to any organization because, ultimately:. An organization is judged by how its operations perform and not what the organization says it is going to do!. Chapter 7. Learning Objectives. Understand the characteristics of service processes and know how they differ from manufacturing processes.. Construct a service blueprint.. Demonstrate how services are classified.. ITIL for IT Pros. Nathan Lasnoski. Microsoft MVP. Architect, Concurrency. DCIM-B224. Is this how your company sees you?. The black box. Re-imagine. how you deliver IT. Put on practical, service improvement glasses. NYCT Providers . MTM’s Mission. Mission:. MTM is a medical and transportation management company whose mission is to partner with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. To achieve this, we leverage our core competencies in managing customer service operations and building provider networks.. Dr. Ron . Lembke. How are Services Different?. Everyone is an expert on services. What works well for one service provider doesn’t necessarily carry over to another . Quality of work is not quality of service. PRODUCT AND SERVICE DESIGN. . Operations and Supply Strategy Framework. 2-. 2. UNDERSTANDING PRODUCTIVITY. . Productivity . is a common measure on how well resources are being used. In the broadest sense, it can be defined as the following ratio:. Annual Report. Fiscal Year 2015. 2. . Mission. To be a solution-focused partner that supports the City of Houston’s economic development goals by providing . superior customer service. , investing in . Dr. Justin Bateh. www.drjustinbateh.com. . Who are you?. Name. Major / Graduation date. Occupation (if any). Why is operations important? Experience in operations?. Operations Management – who cares?. AND . OPERATIONS. PRESENTATION AT AFRALTI. By Milka Mugwe. Postal Consultant, Nairobi, Kenya. 2016. INTRODUCTION OF THE COURSE. This course is designed to give the participants a comprehensive overview of Postal and Courier operations and...