DRIVING CONTINUOUS IMPROVEMENT VIA CUSTOMER DEMAND AND PROCESS MANAGEMENT

摘要

You've just received the third PUC complaint for the month. Finance says you were over-budget last month. What's more, a batch of bad bills went out over the weekend. Phones are ringing, supervisors are scrambling, nerves are frazzled - and it's only Monday morning. Is this any way to manage a call center? Your customer service department doesn't have to operate in a reactionary mode in order to please customers and control costs. By implementing a continuous improvement methodology focused on Customer Demand Management and Process Management, you can gain control over the issues - such as service quality, PUC interactions and budgetary issues - that are causing pain.