Operations strategy, policy and processes
As customers have 24 hour life-styles, companies need to adapt their operations strategy accordingly. Perhaps you may need to think about extending operations to week-ends and evenings. A review of your operations strategy and policy might be the key to beating the competition by offering a higher standard of service to your customers by the internet 24 hours per day. The major benefits are improved customer satisfaction and retention of customers who otherwise might have left due to poor service.
An operations study can advise on the best operational policy and processes. The engine of a growing business lies with the operations team delivering products and services needed by customers. A customer-led strategy sets out a positive customer attitude and provides feedback on future customer demand. We can prepare estimated costs, sales, break-even point and profit from customer demand forecasts.
Operations procedures manuals
As more organisations adopt ISO quality standards, operational areas are often among the last departments to document their procedures. We offer a package of documentation templates and services to prepare an operations procedures manual to satisfy audit, quality and training requirements. One of the difficulties is maintaining the manual up to date when customer products and services keep changing. We can change manuals very quickly using the latest voice-recognition software to dictate directly into a computer. The computer can write as fast as you talk, and you can talk much faster than you can write.
Customer help desk & product maintenance
As you get more customers, you may need larger customer service and maintenance teams - particularly, if operations policy is extending customer support to evenings and week-ends. Consequently companies need to automate traditional paper-based maintenance systems and customer help desks. Recently, we project managed the design, development and implementation of a very large maintenance, asset tracking and accounting system for a £bn FTSE company. It included 24 hours x 7 days customer help desk. The volume of calls was serviced by a crew of 400 engineers who maintained a wide range of equipment and managed £200M capital projects. The process of customer delivery and satisfaction was monitored by a customer care team. The payback period of the project was about 9 months. The major benefits arose from a massive increase in productivity by the more effective use of man-power, as well as cost savings in materials and contract labour.
Customer care, training & culture
We offer studies, surveys and training programmes to improve customer awareness and culture. The programmes cover products, staff and customer feedback. The behaviour of operational and customer support staff are critical to successful customer relationships and to correct faults when service fails. Front-line people need to be trained to show a positive customer attitude and to be results orientated. Customer surveys and feedback forms can help you to asses product quality and to improve the performance of your support services.
As more organisations adopt ISO quality standards, operational areas are often among the last departments to document their procedures. We offer a package of documentation templates and services to prepare an operations procedures manual to satisfy audit, quality and training requirements. One of the difficulties is maintaining the manual up to date when customer products and services keep changing. We can change manuals very quickly using the latest voice-
Customer help desk & product maintenance
As you get more customers, you may need larger customer service and maintenance teams -
Customer care, training & culture
We offer studies, surveys and training programmes to improve customer awareness and culture. The programmes cover products, staff and customer feedback. The behaviour of operational and customer support staff are critical to successful customer relationships and to correct faults when service fails. Front-
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