Productivity In Service - CRM philosophy environment

T

Telefonia

#1
Hi, i have a problem here, and i need you folks to figure out something for me, becouse i need diferent opinios. Please forgive my english becouse im from Dominican Republic and we speak Spanish down here.

Im working in one of the 2 largest telephone company here in DR. In doing a projet that want to mesure productivity for all critical funtions here. Im talking about costumer service, front desk, back office, call centers, instalations of wire lines and inalambric lines, sales, marketing, channels of distributions, providers, and a bunch more, but i need that first.

We live in a CRM (Customer relationship management) philosophy environment, i think that will help me too.

Thax in advance for your comments, and please, lets here some ideas, no matter how bold it is.

Thanx,

PD.
Come visit Dominican Republic for your next vacation, i suggest Punta Cana, Bavaro and Casa de Campo. For a relaxing and fun time. (Its not that expensive)
 
Elsmar Forum Sponsor
T

Telefonia

#3
Productivity in Service

Thanx Wallace for your answer.

You see, i need some ideas, i need examples, i want to read some facts.
I have check the URL, and a only find the philosophy of CRM, but the thing i need the most is examples of mesure Productivity in a Costumer Service base company, i need to hear the personal experience of anyone that work in that enviroment, i know that here i could find the light that i need in this forum, becouse im know you are all quality gurus!!!!


Thanx
 
D

Desara01

#4
Re: Productivity In Service - CRM philosophy enviroment

:eek: You should get hold of the TL 9000 Measurements Handbook. It will give you some great metrics around customer satisfaction etc. That is where I would start.
 
Thread starter Similar threads Forum Replies Date
R Employee diet to reduce absenteeism and increase productivity Hospitals, Clinics & other Health Care Providers 24
B Machine Shop Yield and Cost - Productivity, Yield and Absorption Performance Manufacturing and Related Processes 3
V Pareto Analysis - Six Sigma - 'Productivity Improvement' project Service Industry Specific Topics 1
R How do companies measure QC Productivity? Quality Manager and Management Related Issues 3
T Error Proofing / Poka-Yoke Textbook by Productivity Inc Book, Video, Blog and Web Site Reviews and Recommendations 7
K CMM Productivity and Internal Rate of Return (IRR) to justify a new Acquisition Inspection, Prints (Drawings), Testing, Sampling and Related Topics 5
AnaMariaVR2 Paper Productivity vs. Digital Productivity Systems Quality Tools, Improvement and Analysis 4
E Are there any Productivity Standards for use by all industries? Manufacturing and Related Processes 4
N Idea or proposal to Improve a Company's Work Flow and Productivity Benchmarking 12
I Six Sigma Assignment Problem - Case Study: Productivity Improvement Six Sigma 2
K Using Excel to Monitor Workflow and Productivity Excel .xls Spreadsheet Templates and Tools 3
M How to use SWOT Analysis to Improve Productivity Lean in Manufacturing and Service Industries 6
Q Data on Quality and Productivity to Shop Floor Records and Data - Quality, Legal and Other Evidence 2
S How to develop Productivity Metrics Quality Manager and Management Related Issues 3
T High Productivity Engineering - Project Execution Model vs. Project Executive Plan Quality Manager and Management Related Issues 4
V How to Calculate the Actual Productivity for Projects? Software Quality Assurance 2
J Methodology to Improve Productivity using SMED & TPM - Experts opinion about it. Manufacturing and Related Processes 4
P Difference between Efficiency, Productivity, Performance ? Lean in Manufacturing and Service Industries 5
8 5s in a 'Productivity Only' Environment Lean in Manufacturing and Service Industries 19
S Internal Auditor Productivity Metric? Internal Auditing 30
P Deming - Management of Statistical Techniques for Quality and Productivity Philosophy, Gurus, Innovation and Evolution 9
D How to increase productivity in your plant? Real-Time Data Collection / Monitoring Benchmarking 2
K Productivity Objective - Production / Downtime Tracking Program ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 1
G The basics of how to compute Productivity in a company Manufacturing and Related Processes 7
Brizilla "Measuring the quality of white collar employees and productivity." Misc. Quality Assurance and Business Systems Related Topics 6
C Presentation Material on Kill Waste and Increase Productivity Training - Internal, External, Online and Distance Learning 3
M I am looking for some good white collar productivity articles World News 1
S Manufacturing process design inputs - Productivity, process capability, cost targets Design and Development of Products and Processes 2
P Process Productivity - Identifying Strengths and weaknesses of a production facility Quality Tools, Improvement and Analysis 3
P How Do I Measure Productivity? Throughput yield? OEE measures? Misc. Quality Assurance and Business Systems Related Topics 3
R The Goal - by Eli Goldratt - A new way of looking at productivity Book, Video, Blog and Web Site Reviews and Recommendations 4
B Assembly Productivity Rate Improvements Preventive Action and Continuous Improvement 14
B Developing Manual Assembly Productivity Rates Manufacturing and Related Processes 4
Marc Quality Vs. Productivity - Blame ISO 9001 Philosophy, Gurus, Innovation and Evolution 3
M SPC for productivity - Monitor the productivity level? Statistical Analysis Tools, Techniques and SPC 1
J Setting up a service center in the EU ISO 13485:2016 - Medical Device Quality Management Systems 2
G Verification of Expected Service Life: Max # Reprocessing Cycles IEC 60601 - Medical Electrical Equipment Safety Standards Series 4
K Definition and Example of Shelf life, Expiry date, Expected service life and Lifetime EU Medical Device Regulations 6
G Lifecycle / Expected Service Life of Steel Parts Other Medical Device and Orthopedic Related Topics 5
S Is the Design Service Provider required to be ISO 13485 certified? ISO 13485:2016 - Medical Device Quality Management Systems 13
Ajit Basrur Does "Refurbishment" fall under "Service"? ISO 13485:2016 - Medical Device Quality Management Systems 13
V Datron Wavetek Fluke 9500 schematics or service? Calibration and Metrology Software and Hardware 2
T Do I need to add non-product related service providers to my ASL? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 12
H AS9100 D - 8.1.2 Configuration Management for Build-to-Print Service Provider AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 1
J ISO 9001:2015 Clause 8.5.1 Control of Production and service provision - Help with Work Instruction Access ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 13
abrego44 AIAG PPAP manual for service part APQP and PPAP 5
J Service for Reviewing Aerospace Reports AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 3
K Unused Service Parts in Newly Manufactured Medical Device? Other US Medical Device Regulations 1
J Med Device Class for a Service Organization ISO 13485:2016 - Medical Device Quality Management Systems 2
W States that require service provider to have state license Medical Device and FDA Regulations and Standards News 0

Similar threads

Top Bottom