Mind The Gap From Service Delivery to Great Customer Service.

Transcription

1 Mind The Gap From Service Delivery to Great Customer Service. John

2 The QSuper Experience

3 Introduction The Challenge Improve Customer Satisfaction Addressing the problem People, Process & Technology Consistency, Communication & Client Outcomes The Gap People & Culture Client Engagement & Client Outcomes

4 Introduction ITIL Creating consistency Process and Technology Consistency and Communication Continuous Improvement People& Culture Review The importance of feedback.

5 The Challenge What is Client Satisfaction?

6 The Challenge 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.

7 The Challenge Risks Becoming too responsive Unsustainable service Less value for money, becoming too expensive Dissatisfied staff, brain drain, high turnover

8 Addressing the problem 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

9 Addressing the problem 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.

10 The Gap People Our People & Culture

11 The Gap People Culture eats strategy over breakfast. - Peter Drucker

12 The Gap People Daimler Chrysler Merger

13 The Gap People Daimler Chrysler Two vastly different cultures Different Management styles More like a takeover $512M loss for Chrysler. The importance of addressing culture FIRST.

14 The Gap People Daimler Chrysler Merger The result

15 The Gap People Consistent vision Clear goals Individual s needs Focused recruitment Clear roles

16 The Gap People 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

17 The Gap Client Engagement What s important to my client? Engage your client directly Gap analysis Customer survey SWOT Analysis Be transparent Action all feedback and report

18 The Gap Client Engagement Proactive Engagement Meetings with Senior Managers Floor Walks Close the feedback loop Improve Self Service Options (better technical solution)

19 The Gap Client Engagement 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

20 The Gap Client Engagement 3 rd Party Agreements Intranet Service Information Fully Automated Operational Level Agreement Service Catalogue Service Level Agreement ITSM Service Desk Most Commonly Used Services Moderately Used Services Least Commonly used Services Manual Interaction Business Partners Client Engagement

21 The Gap Client Outcomes 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

22 Consistency Why is consistency important?

23 ITIL Creating Consistency Why 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

24 ITIL Creating Consistency ITIL functions that directly impact the client Incident Management Change Management Request Fulfilment Problem Management Access Request

25 ITIL Creating Consistency 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

26 ITIL Creating Consistency Job Handling All types of interactions using the same process All measured using the same metrics Single point of contact One game to play

27 ITIL Creating Consistency The QSuper result New single job handling process

28 ITIL Creating Consistency

29 ITIL Creating Consistency The result New single job handling process All metrics displayed in front of peers and clients (communication and transparency)

30 ITIL Creating Consistency

31 ITIL Creating Consistency

32 ITIL Creating Consistency

33 ITIL Creating Consistency The result New single job handling process All metrics displayed in front of peers and clients Single Point of Contact

34 ITIL Creating Consistency

35 ITIL Creating Consistency

36 Improve Communications Why is communication important?

37 Improve Communications Communication Consistent Communication = Consistent Experience Listen and respond to feedback. Improve escalation processes Escalate more effectively Functional and Hierarchical escalation

38 Improve Communications 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

39 Improve Communications

40 Continuous Improvement People & Culture Prevent Cultural Stagnation Advancement opportunities integrated into L&D Staff input into CSI processes Survey continuously and consistently

41 Continuous Improvement Review 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!

42 The QSuper Journey In 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 survey comments per month to 186 Service Desk Feedback rating from 2.5\5 to 3.4\5

43 The QSuper Journey The 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

44 The QSuper Journey 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.

45 The QSuper Journey 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.

46 The QSuper Journey This was logged as a result of this mornings Service Desk floor walk and fixed within hours. Really great service thanks

47 Questions