mind the gap from service delivery to great customer service. · from service delivery to great...

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John Hagley @JHKENNA

Mind The Gap

From Service Delivery to Great

Customer Service.

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The QSuper Experience

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• The Challenge – Improve Customer Satisfaction

• Addressing the problem

• People, Process & Technology

• Consistency, Communication & Client Outcomes

• The Gap

• People & Culture

• Client Engagement & Client Outcomes

Introduction

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• ITIL – Creating consistency

• Process and Technology

• Consistency and Communication

• Continuous Improvement

• People & Culture

• Review – The importance of feedback.

Introduction

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“What is Client Satisfaction?”

The Challenge

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• Improve Client Satisfaction

• Improve the value proposition.

• Feedback

“The Service Desk is where hope goes to die.”

“The Service Desk? More like the ‘No’ Service Desk!”

“I’d prefer to put up with it than call the Service Desk.”

The Challenge

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• Risks

• Becoming too responsive

• Unsustainable service• Less value for money, becoming too expensive

• Dissatisfied staff, brain drain, high turnover

The Challenge

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• People, Process & Technology

• All issues must be addressed from the client

perspective

• All improvements must improve client outcomes

• Transparency is vital

• Celebrate success

• All services must be “delivered responsibly”

Addressing the problem

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• Consistency, Communication & Client Outcomes

• Lack of consistency = Service is unreliable

• Poor Communications = Client feels unsupported

• Poor Client Outcomes = No Value \ Warranty

• Value Proposition is poor

• Relationship is poor, affects all area of operations

and I&T as a whole.

Addressing the problem

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The Gap – People

• Our People & Culture

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The Gap – People

“Culture eats strategy over breakfast.”

- Peter Drucker

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The Gap – People

• Daimler – Chrysler Merger 1998-2007

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The Gap – People• Daimler – Chrysler 1998-2007

• Two vastly different cultures

• Different Management styles

• More like a takeover

• $512M loss for Chrysler.

• The importance of addressing

culture FIRST.

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The Gap – People

• Daimler – Chrysler Merger 1998-2007

• The result

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The Gap – People

• Consistent vision

• Clear goals

• Individual’s needs

• Focused recruitment

• Clear roles

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How do we make every experience a positive one?

• Be consistent in your approach to all client interactions

• Set clear expectations – Service Catalogue, Service

Level Agreement, proactive communication

• Service Staff are customer focused, not technology

focused

The Gap – People

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The Gap – Client EngagementWhat’s important to my client?

• Engage your client directly

• Gap analysis

• Customer survey

• SWOT Analysis

• Be transparent

• Action all feedback and report

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The Gap – Client EngagementProactive Engagement

• Meetings with Senior Managers

• Floor Walks

• Close the feedback loop

• Improve Self Service Options (better technical

solution)

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The Service Catalogue & the SLA.

• The “How” and “What” you offer your clients….

• The Service Level Agreement is your contract with your

clients.

• Back to Back contracts, SLA’s to OLA’s to 3rd Party

Agreements.

• ALL customer facing metrics in your SLA. Without exception.

• ALL Services in the Service Catalogue.

The Gap – Client Engagement

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3rd

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3rd

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Most Commonly Used Services

Most Commonly Used Services

Moderately Used ServicesModerately Used Services

Least Commonly used ServicesLeast Commonly used Services

Client Engagement

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Opera

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Serv

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Service InformationService Information

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The Gap – Client Engagement

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Measure

• S.M.A.R.T. measurements!

• Report on all of your SLA metrics regularly, measure

staff performance against these metrics

• Regular Surveys

• Review your Service Catalogue and SLA regularly

• Identify areas of inadequate or inappropriate service

The Gap – Client Outcomes

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Consistency

“Why is consistency important?”

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ITIL – Creating ConsistencyWhy use ITIL?

• To establish good practices and processes

• A business guide to use IT to facilitate business

transformation & growth

The most widely adopted ITSM set of practices

• Almost EVERYONE is using it in some form

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ITIL – Creating Consistency

• ITIL functions that directly impact the client

Incident Management

Request Fulfilment

Access Request

Change Management

Problem Management

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• What can technology do to help?

• Innovative ways to display and manage metrics

• ITSM Tool is widely adopted and utilised

• Queue Management, supervised approach

• New dashboards for each critical role


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• Job Handling

• All types of interactions using the same process

• All measured using the same metrics

• Single point of contact

• “One game to play”


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• The QSuper result

• New single job handling process


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• The result


• All metrics displayed in front of peers and clients

(communication and transparency)


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• The result


• All metrics displayed in front of peers and clients

• Single Point of Contact


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Improve Communications

“Why is communication important?”

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Communication

• Consistent Communication = Consistent Experience

• Listen and respond to feedback.

• Improve escalation processes

• Escalate more effectively

• Functional and Hierarchical escalation


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The result

• Defined escalation criteria

• Hierarchal and Functional

• SLAs on communication and escalation actions

• 5 minute assignment

• 30 minute assessment and response

• 50% of SLA escalation requirement


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People & Culture

• Prevent Cultural Stagnation

• Advancement opportunities integrated into L&D

• Staff input into CSI processes

• Survey continuously and consistently

Continuous Improvement

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Continuous ImprovementReview – The importance of feedback

• Trending

• Consult your clients and review your Service Catalogue

and SLA regularly

• Identify areas of inadequate or inappropriate service

• Change it!

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The QSuper JourneyIn the first 12 months to Nov 2013

• In the first 12 months we uplifted the overall IT Client

Satisfaction rating by 2.5 \ 5 to 3.25

• 11 survey comments per month to 186

• Service Desk Feedback rating from 2.5\5 to 3.4\5

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The QSuper JourneyThe last 12 months to July 2014

• Overall IT Client Satisfaction rating to 3.83 \ 5

• 186 survey comments per month to 256

• Service Desk Feedback rating from 3.4 \ 5 to 4.1 \ 5

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“Additional information required to complete

my job was requested a very short time after

the job was logged.

The service was prompt, professional and

within the timeframes I requested. The team

kept me informed each day an upload was to

occur. Great outcome and great service.

Thanks.”

The QSuper Journey

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“Ross thank you for your prompt assistance.

I&T Service Desk are very efficient at getting

actioning jobs. Thanks :)”

“Teah's turnaround of my request exceeded

my expectations for such a minor job. She

also followed up with a phone call to confirm

that it had been completed and the time it

would take to take effect on the network.”

The QSuper Journey

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“This was logged as a result of this mornings

Service Desk floor walk and fixed within

hours. Really great service – thanks”

The QSuper Journey

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Questions

mind the gap from service delivery to great customer service. · from service delivery to great...

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