安达信咨询方法与工具资料库ERVQA.DOCVIP

Quality Assuarance Considerations Customer Service Engagement Set Up Ensure that the client has a clear concept and articulated definition of customer service in the context of their specific industry and organisation. Service is a intangible term and lack of clarity on this point can lead to severe issues of creeping scope and under delivery on client expectations. Proposed Actions Ensure the project team incorporates consultants, in an advisory capacity if necessary, with sufficient industry experience to tailor the generic approach to the specifics of the clients industry. Service features and appropriateness varies significantly across industries and it is therefore critical to have this contextual expertise. Proposed Actions Market Research and Market Segmentaion skills are critical to any customer focused change. Arthur Andersen has few experts in these areas. Ensure before commiting to a project that you have secured these skills either by using specialist subcontractors or by involving the firm experts in your projects. Arthur Andersen Contacts: Joe O’Leary (Chicago), Howard Barrett (London) or Mike Wing (Chicago/Houston), Scott Simms (Chicago) or Jennifer Frey (Chicago) Cross reference call centre manangement and customer satisfaction methodologies as appropriate. Proposed Actions Customer Service Strategy Ensure that the service strategy is consistent with the corporate strategy and particulary consistent with the organisations’ resources and capability constraints. Proposed Actions Ensure that there is an accurate and realistic undertsanding of the clients current capabilities and performance. This is frequently difficult to achieve without implying criticism of a number of key stakeholders but is necessary in order for the client senior mnagement to understand the obstacles to and investments required to achieve desired service targets. Proposed Actions Ensure that senior management fully understand the implications of any new service strategy p