Quality Assurance & Customer Service Presentation Mahmoud Elhefnawi April 2013 Mahmoud Elhefnawi...
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Transcript of Quality Assurance & Customer Service Presentation Mahmoud Elhefnawi April 2013 Mahmoud Elhefnawi...
Quality Assurance & Customer Service Presentation
Mahmoud ElhefnawiApril 2013
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 System
1. Quality Assurance Organizational chart
Service DirectorHussam Ibrahim
QA / customer service Manager
Mahmoud Elhefnawi
QA audit supervisor
Call center agent2 employees
Telesales call center agent2 outsourced
Electronics agent5 outsourced
Pro-clean agent 1 outsourced
Market research
Service package
development
(features & contracts)
Process
Development
(SOP)
Service Selling
Service rendering & KPI
Field feedback
2. Services process Model
3. Process development Methodology
• We use the standard SIPOC model for developing our process (supplier-input-process-output-customer)
Process description(home service SOP’s )
outputSupplier Input Customer
ESP customerHome 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
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 staff2- training materials for new hired staff3- to ease the opening of new stores
5. QA Customer Service Controlling procedures
• Audit procedure
• Customer satisfaction award procedure
• Happy calls procedure
• Complaint management procedure
• Document control procedure
• Telesales procedure
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).
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 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
Electronics KPI Smart business KPI
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
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.
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
KS3 ERS KS6 KS1 HPSP-Kh0
2
4
6
8
10
12
14
16
65
4
4
22
14
6
No. of Audit Findings Per Locationas of 12 Mar 2013
ELEX / TECH CTR. FORCEHPSP JAWWALY
LocationN
o. o
f F
ind
ing
s
Audit finding report/ corrective actions/ due dates / follow ups
7.1. Audits Procedure - Large control loop Cont./
8. Call Center Management
Call center is an outsourced center located in Jeddah. The call center delivers the following
business activities:-
Force -Tel7 agents (extra's
employees)•24/7 Technical support for ForceTel customers (inbound)
Electronics
repair5 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 system
8.1. Call center daily performance reports
Date Call Off ered Calls AnswrdCalls Abd af ter
Threshold3.2 Srv Level avg wait time
Av.Handel
Time
01-Apr 318 254 64 20.1% 52% 1m16s 2m55s
02-Apr 218 198 20 9.2% 76% 29.9s 3m3s
03-Apr 201 184 17 8.5% 79% 19.6s 3m23s
04-Apr 188 175 13 6.9% 84% 17s 3m8s
05-Apr 21 19 2 9.5% 76% 30s 4m14s
06-Apr 563 339 224 39.8% 53% 1m12s 2m53s
07-Apr 364 296 68 18.7% 69% 34s 2m18s
08-Apr 354 291 63 17.8% 70% 17s 3m18s
09-Apr 286 272 14 4.9% 84% 9s 3m5s
10-Apr 313 297 16 5.1% 86% 8s 2m46s
11-Apr 224 212 12 5.4% 91% 5s 2m41s
12-Apr 14 14 0 0.0% 100% 1s 3m54s
13-Apr 353 310 43 12.2% 70% 19s 2m51s
14-Apr 322 292 30 9.3% 81% 11s 2m42s
15-Apr
16-Apr
17-Apr
18-Apr
19-Apr
20-Apr
21-Apr
22-Apr
23-Apr
24-Apr
25-Apr
26-Apr
27-Apr
28-Apr
29-Apr
30-Apr
Tota April 3,739 3,153 586 15.7% 67% 2m54s 29s
Tota J an 6,728 6,043 685 10.2% 65% 37s 2m17s
Tota Feb 6,206 5,800 406 6.5% 74% 26s 2m19s
Tota Mar 6,326 5,941 385 6.1% 77% 2m39s 23s
36%
1%
63%
COMPLAINTS
NEW REQUEST
CUSTOMERS FOLLOW UP
GENERAL INQUREY
Quick Fix Inquiry
DISSCONNECTED AND NON-BUSINESS CALL
Calls breakdown Report:-Daily average calls 250
Agents Service Level Report:-Service level agreement 85%, Abd. 3%
01-Apr 318 254 64 20.1% 52% 1m16s 2m55s
02-Apr 218 198 20 9.2% 76% 29.9s 3m3s
03-Apr 201 184 17 8.5% 79% 19.6s 3m23s
04-Apr 188 175 13 6.9% 84% 17s 3m8s
05-Apr 21 19 2 9.5% 76% 30s 4m14s
06-Apr 563 339 224 39.8% 53% 1m12s 2m53s
07-Apr 364 296 68 18.7% 69% 34s 2m18s
08-Apr 354 291 63 17.8% 70% 17s 3m18s
09-Apr 286 272 14 4.9% 84% 9s 3m5s
10-Apr 313 297 16 5.1% 86% 8s 2m46s
11-Apr 224 212 12 5.4% 91% 5s 2m41s
12-Apr 14 14 0 0.0% 100% 1s 3m54s
13-Apr 353 310 43 12.2% 70% 19s 2m51s
14-Apr 322 292 30 9.3% 81% 11s 2m42s
15-Apr
16-Apr
17-Apr
18-Apr
19-Apr
20-Apr
21-Apr
22-Apr
23-Apr
24-Apr
25-Apr
26-Apr
27-Apr
28-Apr
29-Apr
30-Apr
Tota April 3,739 3,153 586 15.7% 67% 2m54s 29s
Tota J an 6,728 6,043 685 10.2% 65% 37s 2m17s
Tota Feb 6,206 5,800 406 6.5% 74% 26s 2m19s
Tota Mar 6,326 5,941 385 6.1% 77% 2m39s 23s
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)
customereXtra
10. Customer voice - Job order form
Home service job order form and the feedback from the customer mentioned in the bottom of the page
11.1. Customer voice– Happy call
Mission closed on the mission
system
Closed mission listed in the happy
call system
Call center agent calls the customer
and conduct survey
Happy calls results are reviewed by
services supervisors and
corrective actions are taken
Summary statistics are
reviewed during KPI meeting
• 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
11.2. Customer voice– Happy call
Happy-call system reports and graphs are auto generated
11.3. Customer Satisfaction Results from happy calls
2008 2009 2010 2011 2012 201378%80%82%84%86%88%90%92%94%96%98%
0
50000
100000
150000
200000
250000
300000
350000
no. of tickets % of happy customers
2008 2009 2010 2011 2012 20130
5000
10000
15000
20000
25000
30000
35000
0
50000
100000
150000
200000
250000
300000
350000
no. of tickets no. of 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.
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
12.1. Customer satisfaction Surveys
2008 20090%
10%20%30%40%50%60%70%80%
ESPForce247forceTel
• 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.
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.
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.
13.2. Customer complaints management system
System screen shots
13.3. Customer complaints management system
Complaints analysis by store , 2013
13.4. Customer complaints management system
Root cause analysis from the system
13.5. Customer complaints- trend over last years
No. Tickets V no. complaints
2008 2009 2010 2011 2012 20130.00%
0.20%
0.40%
0.60%
0.80%
1.00%
1.20%
1.40%
0
50000
100000
150000
200000
250000
300000
350000
no. of tickets % of complaints
No. Tickets V % complaints
2008 2009 2010 2011 2012 20130
50100150200250300350400450500
0
50000
100000
150000
200000
250000
300000
350000
no. of tickets no. of complaints
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
14.1. Employee Customer Satisfaction Award
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
procedureSelect the customer
Offer the service package
Send SMS with SADAD
no.
f/u with customer
Create customer
’s contract
after payment
15.1. Telesales system
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
16.1. SMS system
Thank you…