service blueprinting at waters global services
Question 1 : Develop a service blueprint of the “as is” process
After the ticket update, there is a survey request (not on the blueprint! ! )
Question 2: Evaluate the performance of the service process in terms of value-creation for the company and for the customer.
There are a number of activities that create value in this blueprint:
The first contact with the customer is of great importance, thus ‘take call’ is one of them.
Others are:
The status reports that are passed on to the customer (3times),
The comparison of the data with the DB’s
The remote solution of a problem
The in situ- repair
And also the survey adds value, because this helps the company to understand the exact customer needs.
We can conclude that the majority of the activities in this blueprint does not add value.
Question 3: Formulate suggestions for improvement and show how they have an impact on the service performance objectives.
Promote the web option for a service request, because in this way it’s probably easier to describe the need in detail, or hire some people to go on a consult of checkup, so the customer need is very detailed. Because the remote diagnostics are perceived as very important and time consuming, I think the main area for improvement lays here. And in this manner we can decrease the time before we take actions, so downtime is reduced
Always send a status report, even if it’s not positive! This will improve customer satisfaction and retention.
Adapt the prioritization system for a second layer of prioritization, to improve customer satisfaction.
Be consistent in the first contacts with people calling/mailing the corporation, because this contact makes the perception of the service and will adapt the expectations.
After the ticket update, there is a survey request (not on the blueprint! ! )
Question 2: Evaluate the performance of the service process in terms of value-creation for the company and for the customer.
There are a number of activities that create value in this blueprint:
The first contact with the customer is of great importance, thus ‘take call’ is one of them.
Others are:
The status reports that are passed on to the customer (3times),
The comparison of the data with the DB’s
The remote solution of a problem
The in situ- repair
And also the survey adds value, because this helps the company to understand the exact customer needs.
We can conclude that the majority of the activities in this blueprint does not add value.
Question 3: Formulate suggestions for improvement and show how they have an impact on the service performance objectives.
Promote the web option for a service request, because in this way it’s probably easier to describe the need in detail, or hire some people to go on a consult of checkup, so the customer need is very detailed. Because the remote diagnostics are perceived as very important and time consuming, I think the main area for improvement lays here. And in this manner we can decrease the time before we take actions, so downtime is reduced
Always send a status report, even if it’s not positive! This will improve customer satisfaction and retention.
Adapt the prioritization system for a second layer of prioritization, to improve customer satisfaction.
Be consistent in the first contacts with people calling/mailing the corporation, because this contact makes the perception of the service and will adapt the expectations.