We want to share with you several subjects in this section in the area of services.
Experience tells us that in regards to customer orientation, organisational design and internal processes you can find huge potential for improvement.
This starts with basic things such as that all employees have clients including employees in HR, Finance, Legal, Procurement etc. who are providing a service for their internal clients. And that for this internal service you need to have the same expectations on quality, speed and cost as for external clients. Customer orientation has to be lived and breezed on a daily basis and has to be an integral part of the culture in the organisation.
The appropriate structure for your organisation and set up of your processes is the next essential part. How is your service delivery model organised? What is being handled by whom and from where? Which subjects you want to cover from within your organisation and which ones do you want to outsource? And when you outsource a certain part how do you handle this successfully?
How is the service culture visible for your customers? Do they feel it in all interactions with your organisation? How professional is the contact, how easy is it, how accessible? How good is the customer orientation when it comes to complaints? How positive is the customer overall when it comes to dealing with your organisation?