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Title Heading here. Managing Customer Service Expectations Ashley May. Agenda. 2012-13 Facilities Management Industry Census Value for Money Aligning Customer Expectations Through the Procurement Process Customer Alignment KPIs. 2012-13 Facilities Management Industry Census. - PowerPoint PPT PresentationTRANSCRIPT
Title Heading here
Managing Customer Service ExpectationsAshley May
Agenda
2012-13 Facilities Management Industry Census
Value for Money
Aligning Customer Expectations Through the Procurement Process
Customer Alignment KPIs
2012-13 Facilities Management Industry Census
2012-13 Facilities Management Industry Census
2012-13 Facilities Management Industry Census
2012-13 Facilities Management Industry Census
2012-13 Facilities Management Industry Census
Value for Money
“The price of the goods and services is not the sole determining factor in assessing value for money. A comparative analysis of the relevant financial and non-financial costs and benefits of alternative solutions throughout the procurement will inform a value for money assessment. Factors to consider include, but are not limited to:
- fitness for purpose;
-a potential supplier’s experience and performance history;
-flexibility (including innovation and adaptability over the lifecycle of the procurement);
-environmental sustainability (such as energy efficiency and environmental impact);and
-whole-of-life costs”Australian Government – Department of Finance & Deregulation
Value for Money
Cost Customer Satisfaction
Value for Money
Value for Money
Cost Customer Satisfaction
Value for Money
Cost Customer Satisfaction
Value for Money
Satisfaction is a result of meeting expectations
Customer expectations are required to be defined from the outset
Expectations need to be calibrated against value for money
Communicated back to the customers
Fully Understood Service Level
Customer Expectation
Supplier Expectation
Time
Service Level
Contract Commencement
Aligning Customer Expectations Through the Procurement Process
Fully Understood Service Level
Time
Customer Expectation
Supplier Expectation
Service Level
Contract Commencement
Aligning Customer Expectations Through the Procurement Process
Aligning Customer Expectations Through the Procurement Process
Pre Works
– Customer identification– Define customer expectations– Rationalise and prioritise needs versus wants – communicate– Engage industry as a stakeholder
Industry sounding
– Suppliers, peers and current provision of services
EOI/RFT
– Briefings from stakeholders re customer expectations– Interactive workshops
Operations
– Service Level Agreement – refinement at a minimum annually– Include measurement of customer satisfaction
Service Level
Customer Expectation
Supplier Expectation
TimeContract Commencement
KPI’s Calibrated and reviewed to ensure customer expectation is
maintained
Tender Period
Aligning Customer Expectations Through the Procurement Process
Customer Alignment KPIs
Lag Indicators
– Customer Satisfaction Surveys• Work Order Level• Faculty / Departmental
– Customer Complaints
Lead Indicator
– Opportunity for Improvement Register– Joint Outcomes KPI
• Annual Workshops with Key Customers• Review past 12 months and plan forthcoming 12 months• Quick Wins & Projects Identified• KPI to deliver outcomes to agreed plan
Summary
Spend time engaging with your customers prior to tender
Articulate clearly what value for money means for each tender
Engage with industry
Consider lead indicators when setting KPIs
Communication through the full contract cycle is critical