dont perform. During the Plan step, the team defined the goal as being able to deliver a consistent and measurable service to Audatex clients. The analysis began with an audit of existing sys tems and processes. The ITIL framework was used as a standard for comparison, which allowed MeEleny to check the efficiency of processes and identify gaps where new sys tems and standards needed to be introduced. The team identified the need for addi- tional staff training and capturing useful data from each customer call. During the Do step, the team introduced staff training in two separate areas: service support and service delivery. They also implemented the ITIL program best practices for call logging and problem resolution. During the Check step, the team introduced useful charts (dashboards) to measure up-to-date progress on problem resolution. Not completely satisfied with the results, Audatex established a continuous improve ment loop that uses many of the techniques built into ITIL to capture calls from custom- ers and feed them into the firm's incident management and system development processen Audatex also uses customer surveys to measure progress. The company emphasizes that it is just beginning a long journey of continuous improvement.
dont perform. During the Plan step, the team defined the goal as being able to deliver a consistent and measurable service to Audatex clients. The analysis began with an audit of existing sys tems and processes. The ITIL framework was used as a standard for comparison, which allowed MeEleny to check the efficiency of processes and identify gaps where new sys tems and standards needed to be introduced. The team identified the need for addi- tional staff training and capturing useful data from each customer call. During the Do step, the team introduced staff training in two separate areas: service support and service delivery. They also implemented the ITIL program best practices for call logging and problem resolution. During the Check step, the team introduced useful charts (dashboards) to measure up-to-date progress on problem resolution. Not completely satisfied with the results, Audatex established a continuous improve ment loop that uses many of the techniques built into ITIL to capture calls from custom- ers and feed them into the firm's incident management and system development processen Audatex also uses customer surveys to measure progress. The company emphasizes that it is just beginning a long journey of continuous improvement.
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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- Answer only Discussion Question Number 3
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