beyond 5s | measures for customer-centric services
TRANSCRIPT
M I N D G E A R S C O N S U LT I N Ginsight-driven solutions. creative learning.
A CUSTOMER-CENTRIC APPROACHMEASURING SERVICE PERFORMANCE USING 5S
Super 5S : From Good to Great StrategiesKMT 95th Management Benchmarking Forum
Shangrila Manila Hotel | Kairos Management Technologies28 November 2014,
Teki Abary RepaldaPresident & Senior Consulting Partner
M i n d G e a r s C o n s u l t i n g L t d C o © 2014http://www.mindgearsconsulting.com
2
5S in Service
Rethinking 5S
Our 5S Best Practices
Insights?
WHAT WE’RE SHARING TODAY
great customer service starts with real conversations.
M i n d G e a r s C o n s u l t i n g L t d C o © 2014http://www.mindgearsconsulting.com
3
OUR MISTAKES IN MEASURING 5S
77
70
5580
45
SORT
STRAIGHTEN
SHINESTANDARDIZE
SUSTAIN
GOAL CURRENT
5S COMPLIANCE RADAR | January 2004
[a Leading Global Financial Services Company]
insight weighs more than opinion.
M i n d G e a r s C o n s u l t i n g L t d C o © 2014http://www.mindgearsconsulting.com
4
5S as a metric isn’t a leading indicator
compliance-driven, not service-oriented
rigid standardization vs functional effectiveness
1
2
3
WE LEARNED FROM OUR LESSONS
context is more important than content.
M i n d G e a r s C o n s u l t i n g L t d C o © 2014http://www.mindgearsconsulting.com
5A NEW APPROACH TO 5S
1
3 2
4
SCOPE
SEQUENCESENSE
SOUL
SCALE
add
make
set
apply
sort
straightenshine
standardize
sustain
5S IN SERVICE EXCELLENCE1
2
3
4
5
scope & segment service areas along with customer & project needs
sequence & prioritize service instruments for customer access
make sense by proactively solving issues & reducing customer effort
add soul to standards. it’s a relationship, not a transaction.
evolve your customer processes, not just by repetition but by innovation
people are at the heart of every process.
M i n d G e a r s C o n s u l t i n g L t d C o © 2014http://www.mindgearsconsulting.com
6WHEN SORT MEANS SCOPE & SEGMENT2
.5
4.3 4
.5
2.7
3.4
1.8
2.2
2
1
3
2.5
BILLING OTHER TECHNICAL GENERAL INQUIRY
Jan Feb Mar
CUSTOMER CONTACT REASONS | 1Q 2009(calls in millions)
[client: a global telecommunications company]
true analytics is about creating sense.
M i n d G e a r s C o n s u l t i n g L t d C o © 2014http://www.mindgearsconsulting.com
7WHEN SORT MEANS SCOPE & SEGMENT
CUSTOMER DISPLACEMENT ISSUES | 2Q 2010(customer account in hundreds)
[client: a global financial services firm]
45 608918
16
34
TAGGED INACTIVE TAGGED DELINQUENT TAGGED MISSING REQUIREMENTS
NU
MBE
R O
F CU
STO
MER
S
Accurate Wrong Tag
OTHER APPLICATIONS
“scope-creep” activities on top of baseline duration
misdirected routes by product delivered
patient ward placement by department
learning, to be effective, must be meaningful.
M i n d G e a r s C o n s u l t i n g L t d C o © 2014http://www.mindgearsconsulting.com
8STRAIGHTEN & SEQUENCE
65
74
120
34
21
20
12
10
45
Online Account Locked
Billing Accuracy
Phone Installs
On Time +24 - 36 hours +36 - 48 hours
BACKLOG OF CUSTOMER ISSUES | W4 2010(by issue tickets) OTHER APPLICATIONS
Pareto analysis of customer types / issues
field placement & form lexicon for billing statement design
critical path analysis for project management
visual design for service menus
customer experience is not just about treatments, it’s about journeys.
M i n d G e a r s C o n s u l t i n g L t d C o © 2014http://www.mindgearsconsulting.com
9DON’T JUST SHINE – MAKE SENSE
lowhigh
low
high
CUSTOMER EFFORT
ISSU
E R
ESO
LUTI
ON 55%
Customers are highly satisfied with service
23%Customers are highly dissatisfied with service
12%Customers are
moderately dissatisfied with service
10%Customers are moderately
satisfied with service
CE QUADRANT | MAR 2013 OTHER APPLICATIONS
productivity vs. accuracy of completed tasks
scatter plot for performance consistency vs. quality
PFMEA + fault tree analysis for anticipating errors
supply shortage vs demand transfer for service / products
strive to do the right thing, instead of doing things right.
M i n d G e a r s C o n s u l t i n g L t d C o © 2014http://www.mindgearsconsulting.com
10STANDARDIZE WITH SOUL
STANDARD SERVICE
OUTSTANDING SERVICE
WORLD-CLASS SERVICE
3
4
5
Customized Service + Purchase Promoter + Loyalty + Increased, Repeatable Revenue
CSAT Scale
SERVICE APPROACH
tailoring & configuration as part of customer service
one-size-fits-all approach = decreased buyer confidence
not hiding behind controls & forms = ease of doing
business balanced with customer education services
there is such a thing as positive process variation. it’s called creativity.
M i n d G e a r s C o n s u l t i n g L t d C o © 2014http://www.mindgearsconsulting.com
11SUSTAINING IS ALSO SCALING
70% 70%85% 92% 96%
15% 7% 4%
0%
20%
40%
60%
80%
100%
120%
Current ProcessCapability
Innovation 1 Innovation 2 Innovation 3 ForecastedProcess Capability
INNOVATION GLIDE PATH
standards need to evolve, else it’s like painting yourself to a corner.
M i n d G e a r s C o n s u l t i n g L t d C o © 2014http://www.mindgearsconsulting.com
12OUR SERVICE CATALOGUE
As Emergent Customer Analytics Advisory Partner
We provide decision sciences support through tailored project engagements that cater to customer-centric service industries.
Customer Experience Lifecycle Mapping
Buyer Demographics Analysis Customer Effort & Resolution
Intelligence Customer Loyalty & CSAT Measures Social Media Audience Analytics
As HR Intelligence Support Provider
Our HR Insight Services is a highly tailored engagement that supplements your OD endeavors.
Predictive Best-In-Class Hiring & Profiling Competency Mapping and Skills Design Attrition-Retention Analysis Employee Engagement /eSAT Analysis
As People-to-Process Learning Advocacy Firm
Our learning services are workshop-driven courses that cater to service-oriented industries across HR, WFM/BI, Six Sigma and BPO-KPO Fundamentals. .
HR & OD Intelligence Workshops Six Sigma Certification Courses (YB, GB & BB) WFM / BI Learning Series Process Configuration & Mapping LEAN & Kaizen Measurement Techniques Contact Center Business Foundations Series
wear who you are like a badge & be your own brand.
M I N D G E A R S C O N S U LT I N Ginsight-driven solutions. creative learning.
CON
TACT
US
Email: [email protected]
Website: http://www.mindgearsconsulting.com
http://www.mindgearsph.net
Teki Abary RepaldaPresident & Senior Consulting Partner
Marge Sta AnaManaging Partner & Workplace
Learning Strategist