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Title:

Industry Forum

Description:

Technical Committee INDUSTRY FORUM PROGRESS UPDATE PRESENTATION PRESENTED BY: ALAN MORGAN 2008.04.23 Success Looks Like Robust customer interaction framework Can ... – PowerPoint PPT presentation

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Date added: 2 September 2019
Slides: 11
Provided by: AlanM72
Learn more at: http://www.audatex.co.uk
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Title: Industry Forum


1
Technical Committee
  • Industry Forum
  • Progress Update Presentation
  • Presented by Alan Morgan
  • 2008.04.23

2
Success Looks Like
  • Robust customer interaction framework
  • Can do working together culture
  • Effective operating model
  • Escalation process
  • Transparent
  • Work in progress publication
  • Delivering soluions for our customers
  • Customer satisfaction index - tracking

3
We Have
4
Building Blocks
5
The Team
  • What have we done
  • Re-aligned balanced the team
  • Revised accountabilities
  • Customer specialist support
  • Pro-active structured

6
Technical Committee Team
7
Operating Model
  • What have we done
  • Case management
  • New standards
  • New processes
  • Disciplined controlled
  • Transparent accountable

8
Service Desk
  • What are we doing
  • Challenging existing programe against World
    Class
  • Customer journey analysis
  • SLA including response customer satisfaction
    index
  • Key Performance Indicators (KPIs)
  • Team performance analysis
  • Monthly performance reports
  • Summary of results
  • Publication
  • Customer satisfaction results

9
Communications
  • What are we doing
  • Complete review of existing framework
  • Pro-active support
  • Transparency visibility of all related
    documents
  • Website design
  • Dedicated to technical
  • Improved functionality
  • Comprehensive information
  • Desk to desk news bulletins
  • FAQs
  • Technical case management progress summary
  • Case solutions
  • Internal processes etc

10
And Finally
  • Thank you Industry Forum
  • Q A
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