Cas Presentation Sgs India
39
1 CUSTOMISED AUDIT SOLUTIONS Service Quality Management (Service Offering) S&SC Business – SGS India Pvt Ltd www.sgs.com
Transcript of Cas Presentation Sgs India
1
CUSTOMISED AUDIT SOLUTIONS Service Quality Management (Service Offering)
S&SC Business – SGS India Pvt Ltd www.sgs.com
2
3
THE WORLD’S LEADING INSPECTION, VERIFICATION, TESTING AND CERTIFICATION COMPANY
More than 70’000 employees Scientists, engineers, doctors, chemists, auditors and inspectors
Network of over 1350 offices & laboratories globally
Present in 140 countries
4
GLOBAL REACH AND LOCAL SUPPORT
AMERICAS
335 Offices & Laboratories
14 700 Employees
EUROPE , AFRICA &
MIDDLE EAST 740 Offices &
Laboratories
28 000 Employees
ASIA PACIFIC
360 Offices & Laboratories
24 300 Employees
5
SGS IN INDIA
Founded in 1950 Oldest Inspection, Testing, Certification company in India
Wholly owned subsidiary of SGS SA
Headquartered in Mumbai
ISO 9001 COMPANY - First inspection company in India to obtain
an ISO 9001 certificate
All major laboratories are NABL
(equivalent to ISO/IEC-17025)
accredited)
Inspection body accredited as per
ISO/IEC 17020 (Industrial and
Consumer Testing Services)
6
SGS FOOTPRINT IN INDIA
70 operating locations including
32 labs
Operations in all major ports
Approximately 5000 people Branch network organised into 7 Regions
Largest Inspection, Testing,
Certification company in India
7
OUR VISION
.
We aim to be the most competitive and the most productive service organisation in the world.
Our core competencies in inspection, verification, testing and certification are being continuously improved to be best- in-class. They are at the heart of what we are
Our chosen markets will be solely determined by our ability to be the most competitive and to consistently deliver unequalled service to our customers both locally and trans-nationally
8
BUILDING TRUST THROUGHOUT SUPPLY CHAINS
FROM FIELD TO CONSUMER
9
CORE SERVICES IN INDIA
Agricultural
Automotive
Consumer
Environmental
Industrial Life Science
Services Services
Testing
Services
Services Services
Services
Minerals Oil, Gas &
Systems and Goverments &
Services Chemicals
Certification Institutions
Services
Services Services
10
11
12
WE HELP OUR CLIENTS IMPROVE
13
OUR IMPROVEMENT SOLUTIONS
14
Client Control
Clients decide which corporate values, strategic goals and performance criteria are to be evaluated, measured and verified
whether they are correctly understood and consistently implemented throughout it’s corporate network;
Clients also decide how the results of the evaluation and/or verification are to be used.
Managing Service Quality
To ensure service quality are consistently met; companies need to
– Establish what customers want / best practices
– Identify what needs to be done to meet those requirements;
– Measure performance against those criteria.
Managing Risk CAS gives companies an opportunity to ensure
– Brand reputation is preserved
– Company vision and values are promoted
– Specific service quality levels are consistently met
CUSTOMISED AUDIT SOLUTIONS (CAS)
15
1. Service Validation – ServiVal
Mystery Audit Program (MAP)
Customer Satisfaction Survey (CSAT)
Customer Experience Measurement (CEM)
Marketing Feedback Program (MFP)
2. Service Certification - ServiCert
SERVICE QUALITY MANAGEMENT
16
Organisations often have their own audit programme, systems
and documentation already in place to verify compliance at its
own locations or those of its suppliers
Organisations may wish to continue managing these programmes, external assessors can support carrying out these audits for them
ServiVal programmes will involve some form of evaluation, verification and /or monitoring of compliance with a client’s own requirements or performance standards which may include
Industry / sector standards
Codes of practice or regulations
Organisational membership requirements
Involve organisations own manufacturing units, branches, retail
outlets, or those of its suppliers
SERVIVAL
17
Our service will
Develop a unique measure of customer experience which mirrors
organization vision regarding customer service;
Together with our esteem clients, we determine the specific
parameters & target Shopper groups
We appoint our Mystery Shoppers from the same target groups in
order to ascertain an objective evaluation discreetly;
The mystery guest reporting is provided in the form of
qualitative feedback and quantitative measurement
MYSTERY AUDIT PROGRAM (MAP)
18
Product Price Audit
Ensure that stores / retailers / shops are charging the correct price
for the products you sell or have on special promotion
Our audit & findings allow an organisation to eliminate the potential
for annual losses
Brand Audits
An investigative tool that ensures an organisations dealers /
retailers /stores comply and continue to comply with company
standards
Designed to focus on specific criteria that customers notice:
general appearance, sales processes and brand’s communication
Call Centre Operational Excellence
Call centre audit allows comparison of performance on the same
customer scenarios, allowing company to identify
– Training needs
– Feedback
– Employee Performance
MYSTERY AUDIT PROGRAM (MAP) – Service Offerings
19
Sales Operational Experience
Evaluate the performance of companies frontline employees and
operations, including
– Customer service skills
– Selling skills
– Merchandising compliance
– Product knowledge
– Communication skills
In-store Audit
Assists multi-unit retailers and manufacturers achieve store-level
compliance with operational, service and merchandising
standards
Our in-store auditors make visits to entire network or selected
stores of network and provide company with visibility of actual
practices prevailing
MYSTERY AUDIT PROGRAM (MAP) – Service Offerings
20
Employee Integrity Check
Evaluate employee honesty, loss prevention programs, weed out a problem in a specific retail location
Test employee integrity by making a simple cash purchase at a retail location; other situation like leaking the leads to competitors.
Competitor Audit
Measure competitor performance and compare everything from
product pricing to the quality of customer service
Evaluate how an organization stack up to the competition to
compete in today’s highly competitive environment
Understand what the competitors are charging for their products
and services
MYSTERY AUDIT PROGRAM (MAP) – Service Offerings
21
C-SAT Survey
Face-Face Interview
Tele Interview
Through customer satisfaction surveys you can:
Understand Experiences – Identify the critical touch points that
drive customer satisfaction.
Continuous Feedback – Empowering managers throughout
your business to work with their teams to ensure they are
delivering the best experiences and improving training with
continuous real-time feedback.
Analyse & Action – Through our Customer Intelligence
Reporting Platform, you and your teams will have individually
tailored access to viewing your results in real-time, gaining
detailed feedback .
22
CUSTOMER EXPERIENCE MEASUREMENT
A first step toward managing the total customer experience is that firms must understand all customer experience touchpoints (interactions points) and their signals are key to managing customer’s cumulative experiences during their relationship with your firm.
We analyze the experiential world of customer through;
Internal Review
Current customer service strategies
Review of organization’s customer knowledge
External Review
Seeking information about customer expectation
Price & discounts
Purchasing experience
Post-purchasing experience
23
We monitor, collect, analyze & report actual ground level
feedback for all the parameters covering products,
dealer/retailer’s involvement, selling skills , merchandize
management & after sales service.
Continuous Performance Measurement (CPM)
– Know the breadth & depth of your every SKU
– Know the product penetration / availability at retail
– Know the point of Sale material for each SKU
– Know the approach for your SKU Display & Visibility
– Know the Product attribute’s communication
Continuous Competition Mapping (CCM)
– How are you doing versus the competition?
– Who is a true competitor - and who is not?
– Competitors strength or weakness?
– How is the competition doing?
MARKETING FEEDBACK PROGRAM (MFP)
24
ServiCert - ASSURE YOUR PERFORMANCE
Analyze and organize: organization to set-up its own criteria
based on its customer requirements with the help of SGS
Organize the Service Criteria: SGS validates the proposed
Service Delivery Criteria
Audit against the validated Service Criteria
Report on the findings: provide factual and operational business
information and VALIDATE results
Continuous improvement assistance: provide independent
and third party analysis of report findings
SERVICERT (SERVICE CERTIFICATION)
25
SERVICERT (SERVICE CERTIFICATION)
26
Service Certification programmes establish clearly
defined service commitments - a service promise which
identifies those parts of the service delivery process which
need measurement and control.
Independent validation and verification of a client’s service
delivery criteria by SGS gives public assurance of
compliance with that service promise.
BENEFITS OF SERVICE CERTIFICATION
27
Enabling an organization to monitor compliance with
product/service delivery standards and specifications.
Enabling marketers to examine the gap between promises
made through advertising/sales promotion and actual service
delivery.
Helping monitor the impact of training and performance
improvement initiatives on compliance with or conformance to
product/service delivery specifications.
Identifying differences in the customer experience across
different day parts, locations, product/service types and other
potential sources of variation in product/service quality.
BENEFITS FOR ORGANIZATIONS
28
Supports promotional programs
Audits pricing & merchandising compliance.
Allows for competitive analyses.
Educational tool for training & development.
Rewarding tool for best employees
Ensures positive customer relationships on the front line.
Enforces employee integrity.
BENEFITS FOR ORGANIZATIONS
29
ONLINE REPORTING MODEL
https://sgsindia.shopmetrics.com
Please click on the link.(Demo)
http://training38.shopmetrics.com
user id – cuser1
password – Cuser1
user id – cuser2
password – Cuser2
30
Analytics that allow you to measure the quality of index &
parameters through Real time.
Dashboard reports to monitor lead count by hour, day, location
and event .
Storage of custom reports and files such as summary
presentations.
Alerts and follow-up email campaigns to continue consumer
engagement beyond data capture.
Real time store/branch/franchise information anywhere
anytime.
Parameter specific answer for each location any time.
Customer satisfaction index scores for each location ( entirely
depends upon your requirement when you want to update it.
ONLINE REPORTING MODEL
31
Full control over the system and the settings
Design customization even on a user basis
Security: each user can access only permitted data
Import users, branches, shoppers, reviews…
Export reviews data to: SPSS, CSV, XLS, XSLX, PDF
Easy to use client interaction: All reports are clickable and
include ‘hot links’ to provide drill-down information
Personalized reports dashboard for each user, according to
security permissions settings
ONLINE REPORTING MODEL
32
SOME OF THE BRANDS THAT RELY ON US
33
34
SGS DELIVERS COMPETITIVE EDGE
By enhancing quality By reducing risk By improving productivity
By ensuring compliance
35
WHAT MAKES US DIFFERENT?
Business Partners Technical leaders Acting as benchmark Largest and oldest network Local knowledge, global support
Working across industries
Covering supply chains
Using the right technology
Culture of integrity
36
RELY ON OUR MOST IMPORTANT ASSETS
Our People Our Expertise Our Commitment
37
DRIVEN BY OUR VALUES
Passion Integrity Entrepreneurship
Innovative spirit
38
CONTACT US
Address : SGS India Private Limited
SGS House
4-B Adi Shankacharya Marg
Powai Road, Vikhroli (West)
Mumbai - 400 083.
Maharashtra, India.
Contact : Amit Singh Phone:
+91 22 2579 84 21 to 28 Mobile:
+91 77 38 15 68 35 Fax:
+91 22 2579 84 34
E-mail : [email protected]
39
WWW.SGS.COM
© S
GS
SA
200
9. A
LL R
IGH
TS
RE
SE
RV
ED
.
