Outsource Magazine

We have all been there, you have been set a target for improving customer satisfaction and although you understand the importance of the target — what do you do? This was the situation with one of our European clients and Percepta was selected to implement the RoadmapTM programme within the after sales department. Percepta identified the business weaknesses by linking the process(es) to the overall performance indicator, in this case customer satisfaction. By breaking down the processes into individual components and understanding what impact those components had on the overall rating, a RoadmapTM plan was developed to put the necessary changes in place. The plan covered business, individual and team actions... Click here to download the PDF