PPT Slide: Enhancing Operational Efficiency in Customer Service

Enhancing Operational Efficiency in Customer Service PPT

This PPT slide, part of the 81-slide Strategic Business Process Management PowerPoint presentation, titled "Streamline business processes" focuses on the second part of a process re-engineering initiative aimed at enhancing operational efficiency. Central to this effort is the objective of improving customer service. The slide outlines key areas of operationalization, specifically targeting the reduction of delivery times, adherence to delivery dates, and the quality of sales order processing.

Under the "Operationalization" section, the slide emphasizes the need to shorten delivery and provision times. This is critical as it directly impacts customer satisfaction and overall service quality. The subsequent section on "Definition" provides clarity on metrics used to evaluate performance, such as throughput times from order intake to product availability at the customer's site.

Key Performance Indicators (KPIs) are highlighted, with lead time being a primary focus. This metric is essential for assessing how quickly orders are processed and delivered. The slide also details specific KPIs related to adherence to delivery dates and the quality of sales orders. The proportion of timely liquidated sales orders and the ratio of non-complaints are metrics that can help gauge operational effectiveness and customer satisfaction.

The "Segment Reference" section categorizes different types of orders, including customer orders for serial products and key account orders. This segmentation is crucial for tailoring processes to meet the specific needs of various customer groups. Overall, the slide serves as a roadmap for organizations seeking to refine their processes, ensuring that they not only meet, but exceed customer expectations.

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 Satisfaction Key Performance Indicators Sales KPI

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