Consider a Customer Service SWOT

摘要

What are the strengths, weaknesses, opportunities and threats (SWOT) of your customer service department? The meters get read, the phones get answered, the bills go out and payments get posted, so why would you be interested in a SWOT analysis? Have you settled for good or are you striving to improve - to be more efficient and effective in serving your customers? Orange Water and Sewer Authority is a regional water and sewer authority that provides water and sewer services to some 65,000 customers in the southern portion of Orange County, North Carolina. In November 2005, the meters were getting read, the bills were going out, payments were being posted, but OWASA's leadership felt there was room for improvement. McKim & Creed was hired to provide management consulting services to the Customer Service Department of the Authority. The scope of services included a review of the day-to-day operation and processes, a SWOT analysis, review and suggestions of IT enhancements and recommendations for training to support staff. This paper focuses on one of the tasks and deliverables of the contract - the SWOT analysis. The SWOT analysis was successfully achieved by the project manager working on-site in the department two to three days per week. When the project began the department was often working in crisis mode. The work was getting done, but morale was low; employees were working hard and putting in long hours. Stress was high, it was flu season and employees were calling in sick - out with colds and flu. Overtime exceeded what was budgeted and there appeared to be no quick fix. Bringing to the project a fresh approach, good experience with billing department processes, and a roll-up-your sleeves attitude the project manager worked with staff, reviewing each person's responsibilities and interactions with other departments. Within that first month, things were looking up - customer service staff made the connection that the outside help meant that OWASA's leadership felt their pain and was interested in and committed to helping them do better. In short order meter readers were solidly back on schedule, bills were going out on time with little overtime, paper processes were beginning to be documented, and cross-training was in the planning stages. This paper/presentation will explore the benefits that your utility might see from just such an exercise.