Qué es y como implementar una carta de servicios What a service charter is and how to implement it

1. Tools for implementing our strategy Service Charter Ricardo De La Vega Alemparte

4. We need ideas to make things happen

5. First Idea W e live in a world of services Organizations are made of people working together to serve other people Our workforce makes possible to achieve our mission (and just they…) Customer is the most important part of our system

6. We can define Service Quality as a capacity to reach properly or even to excel our customer’s expectations. Satisfied or unsatisfied

7. We are actors / actresses and spectators are staring at us… …and they have an opinion about us

8. When are we going to be satisfied? How do we measure our reality? Are we going to adopt our customers’ criteria? If our viewpoints do not match, we are in trouble!!

12. Second Idea

13. What does make a product different from a service ?

15. Are we making our customers get lost in a labyrinth?

16. Haga el favor de poner atención en la primera cláusula porque es muy importante. Dice que... la parte contratante de la primera parte será considerada como la parte contratante de la primera parte. ¿Qué tal, está muy bien, eh? No, eso no está bien. Quisiera volver a oírlo. Dice que... la parte contratante de la primera parte será considerada como parte contratante de la primera parte. Esta vez creo que suena mejor. Si quiere se lo leo otra vez. Tan solo la primera parte. ¿Sobre la parte contratante de la primera parte?

17. DILBERT. Scott Adams

18. DILBERT. Scott Adams

19. Third idea

20. Why managing services can become so complicated? A customer does not know necessarily what is he/she looking for And this is our main duty, to identify his/her necessity Transfer (no action) Transaction (participation)

21. Interaction’s Intensity and contact’s length To start a process up PH Information Travel interaction lenght Short Long soft strong Main rule: the higher the two parameters are, the more possible is to fail to fulfil the customer’s needs. Higher Risk Two variables for achieving a peak performance

22. CO-PRODUCTION Customer and producer make the service possible, working together

23. Fourth Idea

24. People have got expectations and necessities. They value our service positively if the service meets his/hers expectations, not ours. We MUST measure the VALUE we are generating What do customers want?

25. Some examples

27. Barómetro sanitario 2006

28. Barómetro sanitario 2006

29. Barómetro Sanitario 2006 Specialised assistance is valued lower for its seriousness.

30. Fifth Idea

31. What is our workforce thinking against us? Do they trust in us? Do they think we act upon them fairly? Can we count on them? Why not?

32. So We need a service strategy to create value for our customers Looking at our mission, we must Identify who is our customer What do we want to offer him How and how well we want to deliver our services

33. How to create a service strategy through a service charter

34. Do you know your customers necessities? Interview Focus groups Survey NO YES Have you defined what do you want to offer? NO Service charter Employees survey NO Do you know what do employees think about it ? YES A really good way ......................... Performance Feedback

37. A very useful theory SERVQUAL

39. UNA herramienta

42. A service is any unit of activity available to be requested for our customer Is a unit that a customer can order, but is it not a part of our work ! To repair a PC As changing parts of a pc

43. An Attribute is A characteristic or trait that is visible to a customer For example, we will deliver you’re a pizza in less than 30 minutes

51. Working together !!

52. Empowering our workforce !

53. That’s all folks Any questions? .............................. [email_address]