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Presentation about The Customer Perspective in the Postal Industry at World Mail & Express Conference Asia Pacific 2012 in Singapore. How to measure service quality, performance, customer experience in the postal industry to become more customer centric.
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we monitor it.
Niels Delater, Spectos GmbHCEO
Quality of service monitoring: the customer’s perspectiveSingapore, 28/ 06/ 2012
© Spectos 2012
“In War there are Five Steps:
Measurement,
Estimation,
Calculation,
Comparison,
Victory.”
Sun Tzu, Chinese General 6th century B.C.
The Art of War, Chapter Four, Forms and Dispositions
© Spectos 2012
Measurement
Restrooms at Changi International Airport, Singapore, 2012
© Spectos 2012
Measurement100% RFID based Transit Time & Process Analysis
© Spectos 2012
MeasurementFeedback & Complaints
© Spectos 2012
Measurement Mobile Service Monitoring
PLACE QR CODE Place the Store Monitor Barcode at any point of Sale e.g. Retailers, Service Centers, Products, Shipments.
1
2
CUSTOMERScans QR code and does short survey on service quality and is incentivized.
Mobile
Panel/Customer
Surveys
3 INCENTIVECustomer Retention by incentives for helping to improve Service Quality
© Spectos 2012
Measurement Mobile Service Monitoring
© Spectos 2012
MeasurementWeb & Social Media Monitoring
Feb Mar Apr0%
20%
40%
60%
80%
100%
50% 52% 46%
39% 36% 48%
11% 12% 6%
Feb Mar Apr0%
20%
40%
60%
80%
100%
42% 31% 38%
50% 62% 52%
8% 7% 10%
Rece
ivin
gSendin
g
DPD
Feb Mar Apr0%
20%
40%
60%
80%
100%
43% 37% 42%
41% 44% 42%
16% 19% 16%
Feb Mar Apr0%
20%
40%
60%
80%
100%
65% 64% 58%
25% 26% 37%
10% 10% 5%
Feb Mar Apr0%
20%
40%
60%
80%
100%
54% 43% 54%
39% 53% 36%
7% 4% 10%
Feb Mar Apr0%
20%
40%
60%
80%
100%
26% 23% 29%
55% 61% 53%
19% 16% 18%
negative neutral positive
© Spectos 2012
MeasurementWeb & Social Media Monitoring
https://twitter.com/#!/Dan_Photography/statuses/187880041143730176
https://twitter.com/#!/porreeundlauch/statuses/187882061674192896
https://www.facebook.com/permalink.php?story_fbid=353815254655051&id=193176780718900
https://twitter.com/#!/kaimoringen/statuses/187588992403910657
© Spectos 2012
Measurement
All stakeholders generate data and want to see measures, trends, benchmarks, results.
Shipments
Financials
ComplaintsBenchmar
ks
SurveysVolumes
Partner Infos
Transit Times Track n Trace
ReturnsRegional Data
Internal Complaints
GPS
Requests
Monitoring Data
CustomersManagemen
t Consumers
© Spectos 2012
EstimationData is not information
© Spectos 2012
Estimation
”We are the beginning of an amazing world of data driven applications. It's up to us to shape the world.”
TIM O’REILLY,founder, O'Reilly Media
© Spectos 2012
EstimationDevide the Relevant from Irrelevant Information
Scout Quality Suite Datawarehouse
RelevantReports
RelevantReports
RelevantReports
Scout Quality Suite is a cloud based Business Intelligence System to handle big data and perform agile reporting for Service Quality Monitoring.
© Spectos 2012
Calculation
99.9 % Quality means…….21.7m lost emails each year in the UK19.8m letters lost by the UK Post Office per year1632 defective cars sold in the UK every year639 lost babies in maternity wards each year450 failed take off or landings in the UK 80 Escaped prisoners per annum
“To see sun and moon
Is no perception,
To hear thunder,
Is no Quickness of hearing.”
Sun Tzu, Chinese General 6th century B.C.
The Art of War, Chapter Four, Forms and Dispositions
© Spectos 2012
NVSP National Province A Province B
Region C Region D Region E
Region A
ComparisonScorecard based Benchmarks
© Spectos 2012
National Province A Province B
Region C Region D Region E
Region A
ComparisonScorecard based Benchmarks
© Spectos 2012
National Province A Province B
Region C Region D Region E
Region A
NVSP National
Province A Province B Province C Province D Province E
ComparisonScorecard based Benchmarks
© Spectos 2012
ComparisonInvolving the staff in measures and benchmarks
© Spectos 2012
Victory
CustomerPerspective
StaffPerspective
ProcessPerspective
FinancialPerspective
IncreasedCustomer
Satisfaction &Reputation
Motivationof Staff
IncreasedService Quality
QuickerCustomerResponse
Increased Responsibility
of Staff
IncreasedRevenues
IncreasedProcess
Efficency
SignificantCost Savings
Increased Profits
“His victories are flawless,
his victory is flawless, because its inevitable!”Sun Tzu, Chinese General 6th century B.C., The Art of War, Chapter Four, Forms and Dispositions
© Spectos 2012
www.spectos.com
© Spectos 2012
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© Spectos 2012
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