10 Customer Service Quality Statements to Measure up AgainstWritten by Martin Haworth
Customer service is a fundamental quality that every business must have. The higher standard, higher return on investments you make. But just how do you measure your performance, in an easy-to-use way? It's really quite simple...It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:- "We're increasing our turnover by 14% year to date""Our customer complaints are now less than 4% or our transactions" ...might sound like music to your ears, but that's just time you need to be very careful.A regular measurement of where you are as your organisation, not depending on some of easy-to-fake figures, might just make difference in how well you are doing now, and into future. Try these quality statements and set up a mechanism whereby you review them monthly - yes, that's right, monthly. This needs to be thorough and objective. And maybe even scores made by a cross-section of your people in all areas of your business - then you get objectivity and a true picture of how you are scoring. It is a great activity to score each of these out of 10, make a tracker month by month and each time you review, ask yourself question:- "What would we need to do to move our score up by 3 points"Do it point by point and then, after you have that 3-point question, work out a monthly action plan, so that step-by-step, you gradually improve. Then and only then will your improvement be sustainable and you can reset questions over time to a higher standard. Then you truly will be The Best in class!
| | Encompix ETO ERP Meeting to Introduce Version 9.3Written by Roger Meloy
Whether a senior Engineer-to-order executive, IT manager, or ETO ERP (Enterprise Resource Planning) end-user, Encompix Customer Conference will provide immediate value. The conference is being held in Dearborn Michigan, May 9 – 11, 2005.The agenda includes sessions that cover financial accounting, job costing, inventory, material planning, engineering, manufacturing, purchasing, CRM, reporting, and information technology. • Job Costing Redesign • Contribution Reporting • Redesign • Mfg. Part Processing • Project Reserved Inventory • E-BOM • 3D CAD/PLM/Document • Management • Financial Enhancements • Encompix CRM • Time & Material Focus • Microsoft and Encompix Benefits: • Get updates on Encompix future technology direction • Learn about version 9.3 • Review new product offerings from Encompix partners • Input your ideas into future product development • Obtain best practices from other customers, partners and industry experts • Network with your peers in your industry • Meet with all key Encompix personnel
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