Holistic Service Excellence | Leadership | Strategy | Process | People | Measurement
Utilising a tried and tested methodology to align the organisation’s critical business processes with its service strategy, the SQ Process element involves fundamental re-thinking and redesigning of the organisation’s service delivery processes to attain the customer specified service standards (as defined by the SQ Strategy element).
Going beyond enhancing the service experience, our process redesign will further usher in improvements in quality and timeliness to enhance the service experience.
We will equip and assist you in the implementation of the process and organisational changes. Our consultants will guide your organisation to manage this change smoothly.
Blueprinting Customer Experience
Delivering THE unique Customer Experience can be the ‘X’ factor that brings repeat business. The process of engineering that unique Customer Experience entails consistent realignment of business processes. We strive to translate your customer strategy into specific business processes and establish service standards that will translate into desired returns.
Our consultants will guide your organisation through the blueprinting process, appreciating the uniqueness and individuality of each organisation. Each process consists the following stages of ‘Review’– ‘Refine’ – ‘Run’
REVIEW includes an organisational scan, profiling of the company’s existing service standards, understanding the customer’s needs and experience
REFINE comprises a blueprint design or the customer experience design where we map out what is the desired customer experience and the service standards and service improvements needed to engineer this unique experience consistently.
RUN comprises a pilot run and testing of the REFINE stage
Contact us for a detailed discussion today.