Master Class: Improving Service Quality

Describes tools to improve service quality, including Customer Service Process Redesign, Blue Printing, TQM Tools, End-to-End Process Automation, Benchmarking, the interplay of Process Performance Standards & Targets over time, and the 9 Steps of improving the quality of specific customer service processes. It also covers the 4 key metrics to focus on in process redesign projects.

[@sharadsankhwar]

GOOD STUFF

[@ProfessorJochenWirtz]

For further reading on how to improve customer service processes download two free copies of the Winning in Service Markets Series - www.researchgate.net/publication/320056940_Winning_in_Service_Markets_Series_Vol_12_Service_Quality_and_Productivity_Management and www.researchgate.net/publication/319165548_Winning_in_Service_Markets_Series_Vol_6_Designing_Customer_Service_Processes