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Quality Assurance & Customer Service Presentation

Quality Assurance & Customer Service Presentation. Mahmoud Elhefnawi April 2013. Contents. 1- Quality Assurance organization chart. 10- Customer voice -job order form. 2- Services process Model. 11- Customer voice– Happy call. 3- Process development.

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Quality Assurance & Customer Service Presentation

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  1. Quality Assurance & Customer Service Presentation Mahmoud Elhefnawi April 2013

  2. Contents 1- Quality Assurance organization chart 10- Customer voice -job order form 2- Services process Model 11- Customer voice– Happy call 3- Process development 12- Customer satisfaction Surveys 4- Services Handbook 13- Customer complaints management system 5- QA / customer service controlling procedures 14- Customer Satisfaction Award 6- Services KPI- Small control loop 15- Telesales system 7- Audits Procedure - large control loop 16- SMS System 8- Call center management 9- Services customer voice concept

  3. 1. Quality Assurance Organizational chart Service Director Hussam Ibrahim QA / customer service Manager Mahmoud Elhefnawi QA audit supervisor Pro-clean agent 1 outsourced Electronics agent 5 outsourced Telesales call center agent 2 outsourced Call center agent 2 employees

  4. 2. Services process Model

  5. 3. Process development Methodology • We use the standard SIPOC model for developing our process (supplier-input-process-output-customer) output Supplier Input Process description (home service SOP’s ) Customer ESP customer Home service request via call center • Receiving customer request / call center procedure • Home service request procedure • Repaired item • Repair time is less than 14 days • Response within 24 hrs. ESP customer

  6. 4. Services Handbook • Service’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 stores

  7. 5. QA Customer Service Controlling procedures • Document control procedure • Audit procedure • Customer satisfaction award procedure • Happy calls procedure • Complaint management procedure • Telesales procedure

  8. 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).

  9. 6.1. Services KPI- Small control loop The What? Electronics KPI Smart business KPI • # 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 calls • Forcetel 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 time • D3M 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

  10. 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 performance

  11. 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.

  12. 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 procedure

  13. 7.1. Audits Procedure - Large control loop Cont./ Audit finding report/ corrective actions/ due dates / follow ups

  14. 8. Call Center Management Call center is an outsourced center located in Jeddah. The call center delivers the following business activities:- 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 Force -Tel 7 agents (extra's employees) • 24/7 Technical support for ForceTel customers (inbound) • Receiving customer inquiries (inbound) • Receiving and recording home service requests (inbound) Electronics repair 5 agents (Outsourced) 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 system

  15. 8.1. Call center daily performance reports • Agents Service Level Report:- • Service level agreement 85%, Abd. 3% Calls breakdown Report:- Daily average calls 250

  16. 9. Services customer voice concept customer eXtra F/B during & after service Directly (service Job Order Form) F/B via call center (happy calls, customer complaints) F/B via customer survey

  17. 10. Customer voice - Job order form Home service job order form and the feedback from the customer mentioned in the bottom of the page

  18. 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 agent • Done for all repair missions • Done for 10% of installation missions

  19. 11.2. Customer voice– Happy call Happy-call system reports and graphs are auto generated

  20. 11.3. Customer Satisfaction Results from happy calls % 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. * In 2008, it was manual calculation, IT system was not implemented yet

  21. 12. Customer satisfaction Surveys • Customer 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 package • Matching between internal KPI , and the customer values

  22. 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.

  23. 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.

  24. 13.1. Customer complaints management system System auto define the responsible and send him a notification mail Customer calls call center to file a complaint, call center agent records the complaint on the system Call center agent conduct happy call with the customer and confirm the closure of the complaint. 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

  25. 13.2. Customer complaints management system System screen shots

  26. 13.3. Customer complaints management system Complaints analysis by store , 2013

  27. 13.4. Customer complaints management system Root cause analysis from the system

  28. 13.5. Customer complaints- trend over last years No. Tickets V no. complaints No. Tickets V % complaints

  29. 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. procedure Selection criteria format

  30. 14.1. Employee Customer Satisfaction Award

  31. 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 procedure

  32. 15.1. Telesales system

  33. 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 system

  34. 16.1. SMS system

  35. Thank you…

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