Archive for the ‘Service’ Category

Four Questions to identify whether any type of work or use of resources is waste


13 Apr

We try to use less of any resource, but Value-Added, Value-Enabling and Wasted resources are treated differently.

1) Wasted resources and steps should be eliminated from the process

  • Few major steps will be entirely wasted
  • Most process steps can be broken down into smaller steps

2) Value-Added work should be minimized

3) Value-Enabling work should be minimized, and should not add to turn-around time

To identify whether any type of work or use of resources is waste:

First, ask three questions:

  • Does it change the state or form of the product?
  • Does it provide value to the customer?
  • Is this the first time it’s been done?

If the answer to each question is “YES” it is Value Added. If the answer to any of the three is “NO” it is Non-Value Added, and waste.

If it is waste, then ask a fourth question:

  • Can we remove it immediately?

If not, it is Value Enabling. Value enabling work cannot be removed immediately due to limitations of technology, business practices, legal requirements, etc.

Delighting Customers by Extending High-Levels of Service Quality


06 Mar

A customer of large Telecom firm was having trouble with her newly acquired 3G connection. Even though she wasn’t too far from the central business district and posh residential areas she experienced poor network connectivity while in 3G mode. Have spent a couple of weeks trying to determine if the network would improve, she finally lost her patience and called customer care. The complaint was taken up and she was given a reference number with a promised resolution time. For a week she didn’t receive an update but after a week she got a call from the network team who arranged a visit of a technician to her house. A thorough investigation was done and adjustments made to the mobile tower in her area which had immediate results. Not only this, the provider waved off the monthly charges on her request without any hesitation. The issue resolution brought satisfaction to the customer and the charges waved off brought her delight.

A young entrepreneur had just purchased his favorite sound system from an online retailer and was excited as the delivery schedule was set at 2 days. This was his first online purchase and he was looking forward to receiving his new gizmo. Unfortunately, the supplier had an issue with the shipping company, who failed to pick up the shipment on time. They promptly called up the customer and advised him about the delay of 1 day. Not only that, they also offered him a $100 rebate on his next purchase – no questions asked. All this despite the fact that it was the fault of the shipping company chosen by the customer during checkout. The delighted young customer received the product a day later but ended up in the greatest of spirits about his online shopping experience. He went on to purchase several more products from the same supplier in future.

We see a common point in both examples above. The empowered and motivated staff went the extra mile as they were determined to make their customers happy by extending good service. A service which is intangible and perishable. Such positive effects of good service can be remembered for long and the resultant word-of-mouth effect can bring in many more customers.

Domain – Decorus

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