18073 Arijit Sen
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Transcript of 18073 Arijit Sen
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When what you cant count,
counts the most!!!
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Quantifying the Intangible
Service Quality Measurement Metrics
Service Quality Excellence Conference – September 22, 2011
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“ In the 70s, COST was the differentiator;
In the 80s, it was QUALITY;
In the 90s, BRANDING was the differentiator;
I think in the 2000s, CUSTOMER EXPERIENCE
will be the differentiator”
Ian McAllister, former Chairman and Managing Director,
Ford Motor Company
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Business
Goals
Service
Goals
Aligning Goals and choosing metrics?
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Complaints?
NPS?
Dormancy?
Polling Feedback
Cross
Sell?
VOC?
Attrition?
Repeat
Business?Error
rate?
Activations?
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Putting the pieces together
Service
Parameters
Complaints Management
Operational Excellence – Error rates
Voice of Customer
Service Audits
Requests and Query Handling
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A crisis is a terrible thing to waste..
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Complaints Management
T A
T
A G
E I
N G
RA
TIO
to
BA
SE
RE
GU
LA
TO
RY
IS
SU
ES
NIL
L C
OM
PLA
INT
S
Service Parameters - Complaints
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It is not the
strongest
or the most
intelligent
but the
most
responsive
to change
who
survives..
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Service Parameters – Error rates
E
R
R
O
R
R
A
T
E
S
• Account Opening
• Account Maintenances
• Cash & Remittances
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Too critical to be mediocre..
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Service Parameters – Voice of Customer
V
O
I
C
E
of
C
U
S
T
O
M
E
R
Customer Feedback
FormsOnline Surveys
Transaction
Monitoring
Customer
Satisfaction IndexNet Promoter Score
Touchpoint
Satisfaction
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Inculcating a zero
tolerance on governance...
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Service Parameters – Service Audits
PresentabilityHygiene
Moments of TruthAwarenessS
E
R
V
I
C
E
A
U
D
I
T
S
M
Y
S
T
E
R
Y
S
H
O
P
P
I
N
G
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Tearing up roots of inaction will
never allow growth of fear..
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Service Parameters – Requests & Query Handling
Requests
QueriesR
ES
OL
UT
ION
TA
T
QU
AL
ITY
o
f R
ES
OL
UT
ION
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Putting the pieces together
Quality
Parameters
Customer Value Management
Customer Engagement
Alternate Channel Usage
Moments of Truth - Themes
Work Life Balance
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Retention does not
decide who is
right…but who is left
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Quality Parameters – Customer Value Management
Dormancy Control
Customer Attrition Control
Book Enhancement
Cross Sell Ratio
Customer Value Management
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The difference between marriage and
divorce is quality of engagement
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Quality Parameters – Customer EngagementC
US
TO
ME
R
EN
GA
GE
ME
NT
Account Activation
Customer Contactibility
Below AQB Accounts
Relationship Management
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The destination may be one, the routes are
always many
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Quality Parameters – Alternate Channel Usage
Alternate Channel Usage
SM
S B
an
kin
g
Ne
t B
an
kin
g
PO
S U
sa
ge
Sta
ff U
sa
ge
AT
M U
sag
e
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Between Truth and
Fiction…Fiction
always has a logic
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Quality Parameters – Moments of Truths (Themes)
• ECS returns
•Returned Deliverables
• Employee Attrition
• Customer Compliments
Mo
me
nts
o
f T
ruth
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A balance in judgment
differentiates a cop and a
criminal from a man with a
gun in hand..
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Quality Parameters – Work Life Balance
Work – Life
Balance
Branch Batch
Closure TimelinesHoliday Working
Family Days Leave Management
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Cross Linkages
Complaints
Management
Operational
Excellence – Error
rates
Voice of Customer
Service Audits
Requests and
Query Handling
Customer Value
Management
Customer
Engagement
Alternate Channel
Usage
Moments of Truth -
Themes
Work Life Balance
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Thank You for bearing with ME!!
Arijit SenCulture Transformation Agent
Kotak Mahindra BankMobile: +919833226868
Email ID: [email protected]
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Any
Thoughts??