next step in kpi measurement, people central

2

Yvonne KubbingaHead of ICT Operation

Transparant & Honest

Inspire

Innovative Operator

Passionateabout ICT operations

others to improve everyday

SMD2016 – Yvonne Kubbinga

SMD2016 – Yvonne Kubbinga

4

Warehouse OperationsHigh dependency on ICT in Supply Chain

SMD2016 – Yvonne Kubbinga

Store Operations

5

Stores are robust, with dependency on ICT

SMD2016 – Yvonne Kubbinga

6

ICT Innovation - RetailStore - Beacon, RFID, 3D printereCommerce - DroneHome - Amazon dash

Tomorrow – Seamless Cross ChannelCustomer shops integral in store, online and mobile

Future – Omni ChannelCustomer experiences a brand & multiple integral connecting point

SMD2016 – Yvonne Kubbinga

Future in Customer ICT Services

Servicedesk Helpdesk(ICT) Service mgtEasy to useFix it Yourself ICT

Multi media, Any timeService Automation Service MonitoringService Intelligence

SMD2016 – Yvonne Kubbinga 7

8

Key Success factors for Customer SatisfactionConditions for Customer Satisfaction– Relevant– Easy to use– Perfect customer service, always

Smooth ICT Operations is the baseline for success– Stability– High Performance– Low risk

ICT = robust & simple or ICT = DissatisfierSMD2016 – Yvonne Kubbinga

9

Perfect ICT Service = Empowering People

Select a Strong Team (Partners) & Empower them to deliver

Always availableMulti Media (Chat)Excellent communication skillsThorough understanding (both ways) Self service portal and Online Knowledge Technical Expert onlinePerfect Operational Support

Secret for Success

SMD2016 – Yvonne Kubbinga

10

ICT Service Measurement – Service Desk?

Customer SatisfactionAgent UtilizationFirst Contact Resolution RateFirst Level Resolution RateAgent SatisfactionAggregate Service Desk Performance

Cost QualityProductivityAgentService LevelCall Handling

Relevant? Simple?

SMD2016 – Yvonne Kubbinga

11

ICT Service Measurement - Conditions

How to use Relevant Data?Reporting (looking back, using old data)Trending & Analytics (fresh data to support today’s service)

Tools with easy access to Relevant Data KnowledgeSelf ServiceStrong Analytics & End 2 end monitoring

Prevent incidents to occur Find the root cause fast & fix for always

SMD2016 – Yvonne Kubbinga

12

Performance Analytics

SMD2016 – Yvonne Kubbinga

SMD2016 – Yvonne Kubbinga

14

Keep it Relevant

Relevant information in the moment (Push)

What part of ICT is not working?Do we know the cause and can we solve it?What is the business impact & additional damage?What about damage control?

Next Update – When?

Crisis Communication

SMD2016 – Yvonne Kubbinga

15

Keep it Simple

Dynamic DashboardChanges without interruptionIncidents due to ChangesMajor IncidentsIrritators& Trends

Simple Management Dashboard (Pull and Push)

SMD2016 – Yvonne Kubbinga

16

People make the difference?

How?Easy to contactFriendly understanding staffSharing relevant InformationKnow their stuff (vakmanschap)Work as a team delivering service with a smileBe predictable (process in place)Deliver the service with care

Fix it & Take ownershipby doing the job perfect, always

SMD2016 – Yvonne Kubbinga

Trust is a feeling

17

People Central

perfect conditions inspiration

SMD2016 – Yvonne Kubbinga

plus.nl