Contributing to organizations’ growth by assessing, bench marking & improving Customer service excellence & Customer experience management through The International Standard for Service Excellence Framework created by The International Customer Service Institute, UK

1. Contributing to organizations’ growth
Customer service excellence & Customer experience management
The International Standard for Service Excellence (TISSE 2012)

2. #1. Changing trends in Customer Service Excellence…
Hexagon Consulting
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3. The International standard for service Excellence(TISSE 2012)
from The International Customer Services Institute
TISSE2012 could help TBSS benchmark its client’s customer service
& customer experience management maturity levels to diagnose &
help it mature into a more customer focused organization
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4. TISSE2012’s 5Ps Service Quality Model
Developed by Philip Forest (co-founder of The International Customer Service
Institute) following a research programme at the Brunel University, London, 1985.
The 5Ps Service Quality Model distinguishes 5 main factors of customer service
excellence, which directly impact and determine customer satisfaction.
The International Standard for Service Excellence has been developed following the
principals of The 5Ps Service Quality Model
End to end customer oriented approach
Focus on implementation on the ground of the right KPIs: & the right
systems , people practices & IT solutions i.e. f 5 Ps
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5. The 5Ps Service Excellence Model Framework of TISSE2012
Policies Product/Services Premises Processes People
How do the Are the Do the delivery How effective are the Are the employees
organization’s products/services channels facilitate organization’s sufficiently skilled to
objectives and designed according to delivery of customer processes in enable satisfaction of
strategies reflect the needs and service excellence? delivering the desired customers’ needs?
the customers’ expectations of the output to their
expectations? customers? customers?
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6. Sustainable Improvement cycle of TISSE 2012
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7. Three levels of maturity…
Achieved
Points
Scoring Levels
0%
Less than 25% adoption of the minimum
requirements
25% 25% adoption of the requirements
50% 50% adoption of the requirements
75% 75% adoption of the requirements
100% 100% adoption of the requirements
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8. Some Mandatory Criterion
Strategic intent
encompasses
the customer
Comprehensive
customer
Service Charter
Customer
service delivery
standards
Continuous
customer service
improvement
policies &
procedures
Products/Servic
es are genuine
Process
documentation
control
Processes are in
Visual Format
Customer
service Related
Processes in
place
Customer
Education
Programme
Products/service
pricing is
genuine and
accessible
Process
assessment and
improvement
Comprehensive
Internal
Communication
Comprehensive
Employee
Training
Customer
service training
and assessment
Employee
Feedback and
Suggestion
System
Sustainable
customer
service
improvement
Value moments
– all delivery
Channels
Assessment
Customer
Complaint and
Feedback
System
Customer
Experience
Measurement
Public
perception
analysis
Employee
Engagement
Measurement
Customer
Service Self
Assessment
Customer
Experience
Measurement
Results
Employee
Engagement
Measurement
Results
All delivery
Channels
Assessment
Results
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9. Some other Key Criterion
Employee appraisals
Transparent rewards
and recognition
processes and
programs
Employee and
Customer health and
safety
Cover all delivery
channels-physical and
electronic
Service quality
benchmarking
Processes with right
and comprehensive
KPIs and
measurement
Processes are
accessible to all
employees
Process owners and
responsibilities
clearly defined
Customer value
analysis
Customer
segmentation and
segmented level
analysis
Comprehensive
competition analysis
and benchmarking
Customer service
head to be
empowered and
part of top
management
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10. Hexagon Consulting
Regional TICSI Partner(RTP) for India: Hexagon
Consulting
Exclusive India TICSI Partner, authorised by TICSI to deliver
“The International Standard for Service Excellence” consultancy
& assessment against TISSE 2012 standard by
Training/Workshops/Seminars/third party due diligence
assessments
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11. Hexagon Consulting
Regional Certification Partner – British Standards
Institution, India
The BSI group has over 2,250 staff operating in over 100
countries through more than 50 global offices. BSI India has its
headquarters in New Delhi
Key offerings:
• The development and sale of private, national and international standards and
supporting information
• Second and third-party management systems assessment and certification
• Testing and certification of products and services
• Performance management software solutions
• Training services in support of standards implementation and business best
practice
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12. About Hexagon Consulting & group companies
Group Companies
The group engaged in management consulting & education sectors started
its operations 12 years back in year 2001
The other companies of group are:
Quadrangle Consulting Services Private Ltd(QC)
(www.quadrangleconsulting.org) is a 12 year old all women HR
consulting organization, that specializes in HR Consultancy and uses
customized psychometric assessment tests for supporting its clients
across industries and social sectors.
Employee Assessment & development: As a part of its HR
practice areas Qc does assessment of human resources for various
roles & competencies, Quadrangle Consulting has also developed
various assessment tests including Innovation Assessment test
which helps clients to identify Innovation Quotient of mid-senior
executives.
Value Space India Consultants & Services Private Limited: is a 10
year old company, focused on the education sector. It has 3 wings:
I. The Sixth Elements School (www.sixthelement.net) early
childhood education (i.e. Preschool education)
II. TechersLink (www.teacherslink.org) : Training &
Recruitment for education sector
III. TSE Foundation – trust set up to focus on social sector
activities
Hexagon Consulting
Hexagon Analysts and Consulting Services Private Ltd, is a
management consultancy & professional services firm focused
on meeting the management and consultancy/support needs
of organizations across sectors in both developed and
developing markets.
The firm incorporated as a company, focuses on meeting the
needs of mid to large organizations in India and in developed
markets like the US.
Key practice areas for Hexagon Consulting include :
 .
 Customer service excellence & customer experience
management – across people, processes &
technologies
 Risk & Compliance Management
 Outsourcing –offshoring & developing COEs
 General management consultancy including third party
due diligence, financial modeling, etc
Most of the executives of Hexagon Consulting are based near
Delhi, India, although some of the seniors are in Seattle, US,
Toronto, Canada and Sydney.

13. Hexagon Consulting:
Customer Service Excellence Practice: Focus Areas
Enhancing customer
satisfaction
measurement and
enhancement; CSAT,
NPS, FCR, operations
improvement
Customer Service &
experience
management
related consulting
& Professional
Services
Exclusive Partnership with
The International
Customer Service
Institute, UK for India
market.
Customer Service
Standards Benchmarking
& certification –
TISSE2012
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14. Thank You
Members of :