Improving Customer Satisfaction Without Changing The Support Cost Per Call Essay

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

2. Increase customer satisfaction ratings by .5 point each year until the average is 4.5 overall for customer satisfaction rating

The company is profitable. However, management has become concerned about the profitability of the customers in its three customer-size categories—large, medium and small. Different customers demand different levels of support. Management has no basis for identifying customers that generate high profits or to drop those that do not generate enough revenues to cover the expenses to support them. Under the previous accounting system, it wasn't possible to determine the costs of supporting individual customers.

Customer A B C D E F Sales Revenue $600 $4200 $300 $2500 $4900 $700

Citibank’s goal was to improve operations globally through reduction and process time while increasing customer satisfaction and loyalty. Citibank reached out to Motorola University for a wide Six Sigma training for its employees. Motorola University trained Citibank employees on both cycle time reduction and cross-functional process mapping to reduce wasteful processing time. It helped tract defects and document results by teaching team members to identify appropriate metrics and solve any issues discovered during the process. Employees built rapport and worked well together throughout the process, which made their professional responsibilities easier that benefited their customers. This allowed eliminating redundancy and established a positive atmosphere for its customers. Citibank efficiencies increased customer satisfaction and increased faster time to introduce new products to its

Call centres are integral part of any particular organization in today’s modern world as they play a crucial role in the business world and act as the primary source of contact with the customers (Abbott, 2010). The performance call centres play in organizations are increasingly importance in ensuring that the organization offers excellent services to end-users and their customers (Bruton, 2012). As the business environment changes every day, customers are becoming more demanding and sophisticated with their needs, desires, and the quality of their products and services. Thus, every organisation should aim to keep resources (both human and technical) as high as possible while maintaining the quality of services to the customers and ensuring employee satisfaction.

"customer experience is the next competitive battleground. it's where business is going to be won or lost." - Tom Knighton.

the external customer and the employee. In today’s economy organizations like Walgreens are encouraging employees to devote more time assisting customers with prolonged disorders. Cable companies like Verizon and Comcast are giving their employees more professional development opportunities to ensure that the agents are thriving in customer service and satisfaction. Financial companies like American Express are intensifying agendas targeted to getting employees to create improved affiliations and interactions with all customers.”(Mattioli). This tells me that more companies are starting to realize that proper training is crucial to the success of their business.

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What’s more, the primary goal is to make customers satisfied, however, the way to check if customers are satisfied is not direct enough, so they should find out some direct measures. The company tried to use its six area method to speculate customer satisfaction, especially based on the call back rate. This way is kind of indirect, if the company wants to know their customer satisfaction, what about just ask their customers? In the case, when the IMMULITE 2000 is going into work, the company was sometimes able to solve a problem before a customer was even aware that it existed. This way is a direct way: solve the problem before a customer aware, and then the customer would be happy about that.

The concept of Six Sigma was developed in the early 1980’s at Motorola Corporation (Harry and Schroeder, 2000). Six Sigma can be defined as a statistical measure of the performance of a process or product (Kumi et. al., 2006). It is used as a quality control mechanism, which seeks to reduce defects or variations in a process to 3.4 per million opportunities thereby optimizing output and increasing customer satisfaction (Sambhe, 2012). Sigma is representing the standard deviation, a unit of measurement that designates the distribution or spread about the mean of a process (Six Sigma Academy, 2002). In addition, the Six Sigma uniquely driven by close understanding of customer needs, disciplined use of fact, data, and statistical analysis, and diligent attention to managing improving, and reinventing business processes (Pande, P., et. al. 2000). The Six Sigma methodology uses statistical tools to identify the factors that matter most for improving the quality of processes and generating bottom-line results. The Six Sigma DMAIC (Define, Measure,

7. Assume that Dakota applies the analysis done in question 3 to its entire customer base. How could such information help the Dakota managers increase company profits?

The case study in hand focuses on an IT service business’s attempt to improve its business potential and decrease support costs per call by incorporating six sigma DMAIC process. The process will aid the managers to identify key problems that are adversely affecting the company’s growth. Based on the data purchased from the clearinghouse, management team noticed that improving the process measures especially wait time in call center could significantly increase new account growth. A champion was assigned to take responsibility for the new project and a team leader and key team members were identified.

Call centres are an integral part of any organization in today’s modern business as they play a crucial role in the business world and act as the primary source of contact with the customers (Abbott, 2010). The performance of such call centres is increasingly getting important in ensuring an organization offers superior service to end-users, and allow end-users and customers to communicate through any channel, and minimize the costs of doing business (Bruton, 2012; Tom, 2012).