1 Paul Harts
2 There is no such thing as too much structure trends / / of course, social media quality (and what it is) management (and what it is) quality management (and what it is) future and reading list
3 trends in Customer Care back to the future back to the phone focus on NPS and on First Time Right (FTR) standardization of quality assessment
4 LATEST international trends offshoring BACKSOURCING
5 Incoming Missles... facebook & twitter & youtube
6 More than 25 mln viewers(!)
7 NPS... not every customer is an important customer no democracy
8 Deming's 14 key principles for management for transforming business effectiveness 1. Create constancy of purpose for the improvement of product and service, with the aim to become competitive, stay in business, and provide jobs. 2. Adopt a new philosophy of cooperation (win-win) in which everybody wins and put it into practice by teaching it to employees, customers and suppliers. 3. Cease dependence on mass inspection to achieve quality. Instead, improve the process and build quality into the product in the first place. 4. End the practice of awarding business on the basis of price tag alone. Instead, minimize total cost in the long run. Move toward a single supplier for any one item, based on a long-term relationship of loyalty and trust. 5. Improve constantly, and forever, the system of production, service, planning, of any activity. This will improve quality and productivity and thus constantly decrease costs. 6. Institute training for skills. 7. Adopt and institute leadership for the management of people, recognizing their different abilities, capabilities, and aspiration. The aim of leadership should be to help people, machines, and gadgets do a better job. Leadership of management is in need of overhaul, as well as leadership of production workers. 8. Drive out fear and build trust so that everyone can work more effectively. 9. Break down barriers between departments. Abolish competition and build a win-win system of cooperation within the organization. People in research, design, sales, and production production and use that might be encountered with the product or service. must work as a team to foresee problems of 10. Eliminate slogans, exhortations, and targets asking for zero defects or new levels of productivity. Such exhortations only create adversarial relationships, as the bulk of the causes of low quality and low productivity belong to the system and thus lie beyond the power of the work force. 11. Eliminate numerical goals, numerical quotas and management by objectives. Substitute leadership. 12. Remove barriers that rob people of joy in their work. This will mean abolishing the annual rating or merit system that ranks people and creates competition and conflict. 13. Institute a vigorous program of education and self-improvement. 14. Put everybody in the company to work to accomplish the transformation. The transformation is everybody's job. W. Edwards Deming
9 wat is MANAGEMENT MANAGEMENT? is to make the UNNATURAL happen...
10 the #1 measure: FIRST CONTACT RESOLUTION. but is doesn't come cheap
11 FIRST CALL RESOLUTION CHECKLIST personal feedback loop dedicated quality monitoring specialist tooling Formal Calibration
12 Calibrate!? CALIBRATION is the process by which you remove variation in the way performance criteria are interpreted from person to person. Calibration is the best preventive maintenance against [agent] allegations of inequity and favoritism. It eliminates perceived bias by ensuring consistent scoring. When calibration is achieved, it will not matter who did the monitoring and the scoring; the outcome will be the same. Calibration is neither a quick nor easy process, but the rewards will be worth it in the end. Marcia Hicks - Kowal Associates
13 QM => AHT
14 DE RELATIE TUSSEN KWALITEIT EN AVERAGE HANDLING TIME JURIDISCHE ASPECTEN VAN KWALITEITSMONITORING the relation between quality and average handling time 1 2 QM => AHT?
15 170 average call time and quality n=396 n=282 n=111 n=114 n=38 n= totaal CEA=1 CEA=1 & NCEA=100 CEA=0 CEA=0 & NCEA<80 NCEA<80
16 " Could I have your contract number please?" No... how about voice recognition? 16
17 Reading list... This book is an ever green. Haven't got it? Buy it. Have it? Read it twice.