Unified Communications - releasing the power of Sametime
Quality Programme Update
October 2011
Earlier this year, we announced our decision to invest in the reinvigoration of our Quality programme. This was in direct response to some service issues we had started to experience as a result of our growth over the past few years. In the Spring, we carried out a benchmark survey to establish a level of overall Customer satisfaction the results of which were published in our last e-newsletter.
We are now four months into the first phase of the project which we have called the Voice of the Customer (VOC) phase. This is focused on our #1 core value ‘Customer Focus’ which we verbalise as “Always remembering who is the customer and that their views are the ‘truth’. Take ownership for customer satisfaction”.
The starting point for the VOC phase was to really get under the skin of what customers consider most important when dealing with Time Technology. After talking to a number of customers, and holding our own internal workshops, we arrived at four key influencing factors that can drive customer satisfaction:
- Communication
- Delivery
- Needs
- People
The process of working through each of these is underway, starting with Communication. Further workshops have arrived at the following four elements that we believe result in success in this area:
- Understanding - Working to understand you and for you to understand us
- Honesty - Always giving you an honest answer - even if it is not what you want to hear
- Timeliness - Communicating in a timely manner
- Knowledge - Using our valued knowledge to help you
These have been built into our Customer Account review process to gain direct feedback on our progress. We will be publishing results as and when they become available.
This is an exciting process for our business. The next step is to identify changes in behavior, processes and systems that will support the above elements. We hope that our Customers will get a sense of the energy that has been generated around the programme and will start to see the results accordingly.
For more information, or a demonstration
Call us on 01483 863000
E-mail us on sales@time-technology.co.uk
