Improvement Of Customer Experience and hence Customer Satisfaction Scores  

Oleh:

Vats, Bhupesh ; Chopra, Sunil

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-9.
Topik: Customer Satisfaction (ICE); DMAIC; Bottom Quartile Management; Focus Call Drivers; Training Need Based Refreshers
Fulltext: Bhupesh_Vats_IBM_Improvement_Of_Customer.pdf (230.57KB)

Isi artikel

Project was to drive Customer Satisfaction improvement which is gauged through instant customer experience survey. Glide-path target was not met leading to penalty on the overall revenue. Six Sigma DMAIC approach was followed and improvement was driven to get off penalty from all 13 LOB spread across 4 different geographic locations. Project was extended to include the premium segment customer service which has 30 more LOB, spread across 2 different geographic locations.

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