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Service Provider Quest Forum Berlin 2001

E
ematozza

The document discusses a proposal for service providers to obtain TL 9000 registration. It proposes moving the focus from supplier registration to service provider registration in order to directly encourage strong customer relationships and ensure customers perceive quality system benefits. The new proposal has the service provider and customer exchange feedback and results, while the supplier interaction is maintained. The program was recently launched at a large American service provider in Argentina.

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IRAM / QuEST Forum Cooperation Ernesto Matozza IRAM Commitee TL 9000 Berlin; 7/12/01 Measurements WG
SERVICE PROVIDERS TL 9000 REGISTRATION CUSTOMER CARE & NETWORK OPERATION Berlin; 7/12/01 Measurements WG
Why a TL 9000 Registration for a Service Provider? Because making a difference in the service offer and its quality constitutes the way to capture and maintain the customer, keeping adequate business margins. Berlin; 7/12/01 Measurements WG
The scope Customer Care Because it stands for the company卒s visible face: Information Questions Claims Network Operation Because the customers卒 quality perception is directly related to the efficacy and efficiency of the Network and to the different support levels. Berlin; 7/12/01 Measurements WG
Actual Registration Scheme TL 9000 Feedback Service Supplier Customer Provider Bench- marking Results Metrics Repository Berlin; 7/12/01 Measurements WG
Actual Registration Scheme The actual scheme is based on: Suppliers Registration. Suppliers & Service Providers卒 interaction. The Final Customer or Service User perceives the Quality System benefits indirectly, away from their needs. Berlin; 7/12/01 Measurements WG
Eureka!!!!!!! Berlin; 7/12/01 Measurements WG
The New Proposal TL 9000 Feedback Feedback Service Customer Supplier Provider Results Results Bench- marking Metrics Repository Berlin; 7/12/01 Measurements WG
The New Proposal Our proposal moves the scene from the Supplier to the Service Provider. Encourages strong Customer relationship who perceives directly the quality system benefits. The Suppliers卒 interaction is maintained. Berlin; 7/12/01 Measurements WG
TL9000 Benefits Accomplishment Improves service to customers Enhances customer Service Provider relationships Obtains comparable data based on well defined measurements Assures customers that a best practices system is in place. Berlin; 7/12/01 Measurements WG
Application This program has been recently launched at an American Global Service Provider in Argentina Berlin; 7/12/01 Measurements WG
THANK YOU ematozza@gmail.com Berlin; 7/12/01 Measurements WG

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Service Provider Quest Forum Berlin 2001

  • 1. IRAM / QuEST Forum Cooperation Ernesto Matozza IRAM Commitee TL 9000 Berlin; 7/12/01 Measurements WG
  • 2. SERVICE PROVIDERS TL 9000 REGISTRATION CUSTOMER CARE & NETWORK OPERATION Berlin; 7/12/01 Measurements WG
  • 3. Why a TL 9000 Registration for a Service Provider? Because making a difference in the service offer and its quality constitutes the way to capture and maintain the customer, keeping adequate business margins. Berlin; 7/12/01 Measurements WG
  • 4. The scope Customer Care Because it stands for the company卒s visible face: Information Questions Claims Network Operation Because the customers卒 quality perception is directly related to the efficacy and efficiency of the Network and to the different support levels. Berlin; 7/12/01 Measurements WG
  • 5. Actual Registration Scheme TL 9000 Feedback Service Supplier Customer Provider Bench- marking Results Metrics Repository Berlin; 7/12/01 Measurements WG
  • 6. Actual Registration Scheme The actual scheme is based on: Suppliers Registration. Suppliers & Service Providers卒 interaction. The Final Customer or Service User perceives the Quality System benefits indirectly, away from their needs. Berlin; 7/12/01 Measurements WG
  • 8. The New Proposal TL 9000 Feedback Feedback Service Customer Supplier Provider Results Results Bench- marking Metrics Repository Berlin; 7/12/01 Measurements WG
  • 9. The New Proposal Our proposal moves the scene from the Supplier to the Service Provider. Encourages strong Customer relationship who perceives directly the quality system benefits. The Suppliers卒 interaction is maintained. Berlin; 7/12/01 Measurements WG
  • 10. TL9000 Benefits Accomplishment Improves service to customers Enhances customer Service Provider relationships Obtains comparable data based on well defined measurements Assures customers that a best practices system is in place. Berlin; 7/12/01 Measurements WG
  • 11. Application This program has been recently launched at an American Global Service Provider in Argentina Berlin; 7/12/01 Measurements WG
  • 12. THANK YOU ematozza@gmail.com Berlin; 7/12/01 Measurements WG