The International Standard for Service Excellence (TISSE 2012)

Contributing to organizations’ growth

Customer service excellence & Customer experience management

#1. Changing trends in Customer Service Excellence…

Hexagon Consulting

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The International standard for service Excellence(TISSE 2012)

from The International Customer Services Institute

TISSE2012 could help TBSS benchmark its client’s customer service & customer experience management maturity levels to diagnose & help it

mature into a more customer focused organization

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TISSE2012’s 5Ps Service Quality Model

Developed by Philip Forest (co-founder of The International Customer ServiceInstitute) following a research programme at the Brunel University, London, 1985.

The 5Ps Service Quality Model distinguishes 5 main factors of customer serviceexcellence, which directly impact and determine customer satisfaction.

The International Standard for Service Excellence has been developed following theprincipals of The 5Ps Service Quality Model

End to end customer oriented approach

Focus on implementation on the ground of the right KPIs: & the right systems , people practices & IT solutions i.e. f 5 Ps

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Policies Product/Services Premises Processes People

How do the Are the Do the delivery How effective are the Are the employees organization’s products/services channels facilitate organization’s sufficiently skilled to objectives and designed according to delivery of customer processes in enable satisfaction of strategies reflect the needs and service excellence? delivering the desired customers’ needs? the customers’ expectations of the output to their

expectations? customers? customers?

The 5Ps Service Excellence Model Framework of TISSE2012

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Sustainable Improvement cycle of TISSE 2012

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Three levels of maturity…

Achieved

PointsScoring Levels

0% Less than 25% adoption of the minimum requirements

25% 25% adoption of the requirements50% 50% adoption of the requirements75% 75% adoption of the requirements100% 100% adoption of the requirements

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Some Mandatory CriterionStrategic

intent encompasses the customer

Comprehensive customer

Service Charter

Customer service delivery

standards

Continuous customer service

improvement policies &

procedures

Products/Services are

genuine

Products/service pricing is genuine and

accessible

Customer Education

Programme

Customer service Related

Processes in place

Processes are in Visual Format

Process documentatio

n control

Process assessment

and improvement

Comprehensive Internal

Communication

Comprehensive Employee

Training

Customer service

training and assessment

Employee Feedback and

Suggestion System

Public perception

analysis

Customer Experience

Measurement

Customer Complaint and

Feedback System

Value moments – all

delivery Channels

Assessment

Sustainable customer service

improvement

Employee Engagement Measurement

Customer Service Self Assessment

Customer Experience

Measurement Results

Employee Engagement Measurement

Results

All delivery Channels

Assessment Results

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Some other Key Criterion

Employee appraisals

Transparent rewards and recognition

processes and programs

Employee and Customer health

and safety

Cover all delivery channels-physical and

electronic

Process owners and

responsibilities clearly defined

Processes are accessible to all

employees

Processes with right and

comprehensive KPIs and

measurement

Service quality benchmarking

Customer value analysis

Customer segmentation and segmented level

analysis

Comprehensive competition analysis and

benchmarking

Customer service head to be

empowered and part of top

management

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Hexagon Consulting

Regional TICSI Partner(RTP) for India: Hexagon Consulting

Exclusive India TICSI Partner, authorised by TICSI to deliver

“The International Standard for Service Excellence” consultancy &

assessment against TISSE 2012 standard by

Training/Workshops/Seminars/third party due diligence assessments

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Hexagon Consulting

Regional Certification Partner – British Standards Institution, India

The BSI group has over 2,250 staff operating in over 100 countries

through more than 50 global offices. BSI India has its headquarters in

New Delhi

Key offerings:

• The development and sale of private, national and international standards and supporting

information

• Second and third-party management systems assessment and certification

• Testing and certification of products and services

• Performance management software solutions

• Training services in support of standards implementation and business best practice

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About Hexagon Consulting & group companiesGroup CompaniesThe group engaged in management consulting & education sectors started its operations 12 years back in year 2001The other companies of group are:

Quadrangle Consulting Services Private Ltd(QC) (www.quadrangleconsulting.org) is a 12 year old all women HR consulting organization, that specializes in HR Consultancy and uses customized psychometric assessment tests for supporting its clients across industries and social sectors.

Employee Assessment & development: As a part of its HR practice areas Qc does assessment of human resources for various roles & competencies, Quadrangle Consulting has also developed various assessment tests including Innovation Assessment test which helps clients to identify Innovation Quotient of mid-senior executives.

Value Space India Consultants & Services Private Limited: is a 10 year old company, focused on the education sector. It has 3 wings:I. The Sixth Elements School (www.sixthelement.net) early

childhood education (i.e. Preschool education)II. TechersLink (www.teacherslink.org) : Training & Recruitment

for education sectorIII. TSE Foundation – trust set up to focus on social sector

activities

Hexagon Consulting Hexagon Analysts and Consulting Services Private Ltd, is a management consultancy & professional services firm focused on meeting the management and consultancy/support needs of organizations across sectors in both developed and developing markets.

The firm incorporated as a company, focuses on meeting the needs of mid to large organizations in India and in developed markets like the US.

Key practice areas for Hexagon Consulting include : . Customer service excellence & customer experience

management – across people, processes & technologies

Risk & Compliance Management Outsourcing –offshoring & developing COEs General management consultancy including third

party due diligence, financial modeling, etc

Most of the executives of Hexagon Consulting are based near Delhi, India, although some of the seniors are in Seattle, US, Toronto, Canada and Sydney.

Hexagon Consulting:Service Excellence Practice:Customer Focus Areas

Enhancing customersatisfactionmeasurement andenhancement; CSAT,NPS, FCR, operationsimprovement

Customer Service &experiencemanagementrelated consulting& ProfessionalServices

Exclusive Partnership withThe InternationalCustomer ServiceInstitute, UK for Indiamarket.Customer ServiceStandards Benchmarking& certification –TISSE2012

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Thank You

Members of :