“Having a practitioner's background, my number 1 priority as faculty is to help students acquire high impact skills that they can immediately deploy in a professional environment. This is exactly how top rate management consultants would have approached the problem: combination of analytical rigor with extensive insight into the actual operations. The project offered an excellent opportunity to the students to take up the assignment and develop their own angle – in collaboration with the client organization – and hone their analytical and consultancy skills. From now on the client organization could be far more effective and efficient. The team had sparked a fundamental change in how their client organization approaches the contact rate problem. Their findings were striking:ġ)They found 6 ‘root causes’ that helped explain all 53 pain points.Ģ)Several of the root causes spanned across many issues at the same time, which was significant because addressing root causes could help solve several issues at the same timeĪs a result, the team worked much more efficiently and laid a foundation that would ultimately result in solutions with significantly broader scope and impact than was originally envisioned. By contrast, the team adopted a far more transformative approach: they dug beyond the 53 pain points they initially found to identify the deeper root causes responsible for these pain points. In its standard way of working, the company seeks to reduce the contact rate one issue at a time and focuses on resolving the issue's ‘pain points’ one at a time. Based on their findings, the team realized they could dramatically increase their impact on the number of contacts not just by reducing the contact rate, but also by reducing the volume of service failures. Through these actions, the team identified 53 distinct factors (‘pain points’) that cause ‘contacts’. 5000+ tickets: To quantify these pain points, the team complemented their work with in-depth analysis of more than 5,000 recorded instances of customers having made a contact. 18 Discovery Meetings: with a variety of different actors (couriers, restaurants, head office, etc.) to identify the exact triggers of service failureĤ. 266 micro-steps: identification of the exact moments the processes failed by disaggregated the 9-step customer journey framework (from placing the order to receiving it) into 266 distinct micro-steps.ģ. Day in the Life of the Courier: a hands-on experiential understanding of operationsĢ. The team’s first step was to understand the full range of factors that result in contacts via:ġ. The key task for the CEMS student team was to reduce the contact rate for 3 of the most prominent “issues” in the service delivery. The contact rate is not only a proxy for the service failure rate, but also a significant cost driver. A “contact” is made whenever a customer calls the call center to address a service failure. Customers can employ a variety of mechanisms that include in-App support, chat, email and, in the last instance, phone calls to the call center. Your presence is required during the introduction activities we are organising for them.To support its growth and commitment to customer service, the company offers its customers the possibility to seek remediation in the case of service failure.Once exchange students are settled down, your help will be less needed, although regular contact or personal meetings (diner, drinks) are still very much appreciated.Most of the time, these preparations are practical related (use of public transport, best way to travel to their accommodation, opening times of supermarkets, but maybe also where to find the nicest spots to visit in Rotterdam or any help to find their way on campus). During this first contact you can help us by preparing these exchange students on what to expect upon arrival in Rotterdam.Prior to their arrival in Rotterdam, we appreciate your support in contacting them, either by a (group) email, whatsapp, online meeting or whatever tool you think can be used to contact them.Depending on the number of available exchange ambassadors the group size may differ from 5 to a maximum of 12 international students. You will be assigned to a group of exchange students coming from our international partner schools.
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