next step in kpi measurement, people central
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Yvonne KubbingaHead of ICT Operation
Transparant & Honest
Inspire
Innovative Operator
Passionateabout ICT operations
others to improve everyday
SMD2016 – Yvonne Kubbinga
SMD2016 – Yvonne Kubbinga
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Warehouse OperationsHigh dependency on ICT in Supply Chain
SMD2016 – Yvonne Kubbinga
Store Operations
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Stores are robust, with dependency on ICT
SMD2016 – Yvonne Kubbinga
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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
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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
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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
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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
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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
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Performance Analytics
SMD2016 – Yvonne Kubbinga
SMD2016 – Yvonne Kubbinga
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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
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Keep it Simple
Dynamic DashboardChanges without interruptionIncidents due to ChangesMajor IncidentsIrritators& Trends
Simple Management Dashboard (Pull and Push)
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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
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People Central
perfect conditions inspiration
SMD2016 – Yvonne Kubbinga
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