Service Management
1.Do a Service Profit Chain audit of a company of your choice.
How does the company define loyal customers (number of products they buy, money spent by customer)?
Do profit measurements include profits from referrals?
How much does the company spend on retaining customers?
Why do customers defect (poor service, price, value)?
Are customer satisfaction data gathered? (objective, consistent)
Are there listening posts to collect
customer feedback? (customer service, online review, website, social media).
How is the customer satisfaction data used to solve problems? (empowerment, encouragement of employees).
How is the data regarding value perception shared with those who design products or services (operations management, Sales & Marketing, Development &
Expansion, cross-training)?
Does the company have effective service recovery policies (empowerment staff)?
How does the company measure employee productivity (number of products sold)?
Do these measures of productivity result in improvements of the quality and quantity of service produced?
How does the company create employee loyalty (promotion, new tasks, initiatives)?
Does the company have the right level of employee retention? (consider lost sales, productivity, selection, training).
Does the company measure employee satisfaction and can it be linked to customer satisfaction measurement, to establish trends?
Are employee selection criteria based on what customers and managers want?
Does the company recognize employees based on customer satisfaction measurements (reward or recognition program) for employees)?
Are employees satisfied with the support they receive? (information, communication, tools, workplace design).
Does senior management put employees first (staff coaching & interaction, empowerment, training)?
Does leadership invest in customers (identify needs, wants, measure & reward customer satisfaction & loyalty)?
Does the company have and communicate a corporate culture focused on service to the customer and employee (vision, mission, values)?
What are the most important relationships in the company’s service profit chain?
What are your recommendations to improve the service profit chain of the company?
What did you get out of this project?
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