Steve Downton, Downton Service Management Consultants Ltd, Noventum Group
Service suppliers are changing technologies and processes as they seek to meet customer expectations and become more efficient. But those changes will also affect the engineer and the customer and these people are important variables in the equation and must be taken into account.
Implementation Methods and Considerations
Utilising Staff, customers and technology to improve the quality of an implementation After years of poor investment and limitations imposed by technological applications, the challenge for today's process managers is not to find quality applications but to generate all round improvements to the quality of execution - not just the ability of the engineer to deliver a satisfied customer. Many companies seem to miss that service engineers are only too well aware of the changes taking place, and engineers often use their initiative and make a number of their own changes to keep customers happy. While customer satisfaction is normally delivered through the practice adopted by the engineer, his manners, skill approach, attitude etc; the quality of the end-to-end process will be driven by the quality of the process in place.
This article is accessible for registered visitors only.
You can register here
Registered users can tell Noventum about which subjects they would like to receive email.
Without previous permission data will not be used by others.
