Enhancing Customer Service through Process Optimization PPT

This PPT slide, part of the 81-slide Strategic Business Process Management PowerPoint presentation, focuses on streamlining business processes, particularly in the context of customer service improvement. It outlines a structured approach to process re-engineering, emphasizing operationalization through 3 key areas: shortening delivery times, increasing adherence to delivery dates, and enhancing the quality of sales processing.

The first section, labeled "Operationalization," highlights the need for efficiency in delivery and provision. This is crucial for meeting customer expectations and improving service levels. The slide breaks down the objectives into specific definitions, key performance indicators (KPIs), extents of improvement, and reference timeframes.

For "Delivery/Provision Shorten times," the definition revolves around the throughput times from order intake to product availability. The KPI identified is lead time, with a target to reduce it from 6 days to 2 days. This significant reduction aims to enhance customer satisfaction by ensuring quicker access to products.

In the "Adherence to delivery dates increase" section, the focus shifts to the proportion of timely liquidated sales orders. The goal is to raise the on-time delivery rate from 80% to 95%. This metric is critical as it directly impacts customer trust and repeat business.

Lastly, the "Quality of the Sales-Increase processing" segment addresses the need for minimizing complaints related to sales orders. The aim is to improve the proportion of non-complaints from 80% to 98%. This aspect is vital for maintaining a positive customer experience and fostering long-term relationships.

Overall, the slide presents a clear framework for enhancing operational efficiency and customer service through targeted improvements in key areas.

This slide is part of the Strategic Business Process Management PowerPoint presentation.

This toolkit is created by trained McKinsey, BCG, and Porsche Consulting consultants and is the same used by MBB, Big 4, and Fortune 100 companies when performing Process Management Initiatives.

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Business Process Management Customer Service Customer Experience Customer Satisfaction Key Performance Indicators Sales KPI

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