1. Customer Service Excellence
How I would Impact Customer Service Excellence in the initial 3 months
‘keeping the flag flying – and more’
• Being the front go to person for support related queries Initiation: Service Design and
Service Transition – align with existing business requirements for the future, ensure
new engagements are sustainable
• Build strong relationships with customer and stakeholder base, understand the
customer needs - Account Management
• manage any contracted obligations with customers and suppliers
• supplier management (where required)
2. Customer Service Excellence
How I would Impact Customer Service Excellence in the initial 3 months
‘keeping the flag flying, and more’
• Shaping/mentoring application support to be a fit for purpose element of the Business.
Measuring quality – SLAs being met, KPI’s, service uptime, service desk KPI’s, customer
facing reviews leading into CSI (Continual Service Improvement). Deep dive into call
details – providing a training plan.
• Continued sustainability
• people resource needs, service desk, future planning.
• Process – ITIL (configuration/capacity/change/release management.
• ISO standards being met?
• Tools for monitoring, alerts, automatic event management (are these sufficient!).
3. Customer Service Excellence
How I would Impact Customer Service Excellence through the initial 3 months
Customer relationship management
• Regular customer facing reviews. Use these as the input to Continual Service
Improvement, identifying issues before they escalate, and ensuring stakeholder's
understand they are being heard.
• Customer surveys (survey monkey as an example)
• Identify customer satisfaction levels, and improve.
• Seek ongoing CONTINUAL SERVICE IMPROVEMENTS
Notes de l'éditeur
SD
ST into production ready, support trained, contracts in place, SLA in place Supplier contracts in place. Fit for purpose
Including the following ISO (international Organisation for standardisation)
ISO 9001- Meeting requirements for quality management systems. (Governance)
ISO 2000- Excellence in IT service management.
ISO 270001- To gain appropriate environmental management systems facilitating the gain of public sector contracts.
ISO 10667- Establishing requirements and guidance for clients working with a service provider. Decisions based on sound assessment results.
Continual Service Improvement- fit for purpose. Value add to customer
As an example of CSI I demonstrated within my last role, that an application found to have performance issues (at the financial month end) and high incident call volumes, that on further investigation that with a single CPU addition to a batch server, and listening to the business stakeholders, that with a short redevelopment cycle, calls were reduced by 40% year on year, with a saving of $1 million dollars.