CFACSD19 Review and re-engineer customer service processes
Overview
This Standard is part of the Customer Service Theme of Development and Improvement. This Theme covers activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments. Remember that customers include everyone you provide a service to. They may be external to your organisation or they may be internal customers.
From time to time, a customer process must be subject to review. Most of all, this is because both customer service expectations and the external environment change. In addition to this, features of the process evolve as it is operated and the customer service purpose of various details can be lost. This Standard is about a systematic approach to reviewing and re-engineering a customer service process. The review seeks a balance of customer satisfaction, cost awareness and compliance with regulation. The review must be undertaken with the agreement and support of those with authority to make changes. It must also take account of the views of those who deliver the process and are in direct contact with customers. This Standard is for you if you are responsible for reviewing customer service processes. Do not use this Standard if you do not hold that responsibility and do not have the support of those with authority to make changes.
Performance criteria
You must be able to:
Scope the customer service processes to be reviewed
P1 define the boundaries of a customer service process
P2 agree with the appropriate people the boundaries of the customer service process to be reviewed
P3 set parameters for the types of change that might be made during the re- engineering
P4 communicate with everybody involved regarding the aims of the review
Analyse the customer service process and identify improvement opportunities
P5 identify all the key steps in the customer service process
P6 analyse each step in the customer service process in fine detail
P7 assess each step in the customer service process with reference to customer satisfaction, costs and compliance with relevant regulation
P8 raise questions about each step in the current process to establish where there is scope for development and improvement
P9 explore all the questions raised with those involved in the process and their managers
P10 identify options for re-engineering improvements that deserve further investigation
Evaluate improvement options and re-engineer service processes
P11 evaluate each option for re-engineering improvements that deserve further investigation
P12 make and agree recommendations regarding each option that has been evaluated for re-engineering the customer service process
P13 plan the implementation of agreed recommendations for re-engineering the customer service process
P14 implement re-engineering of the customer service process
P15 monitor the results of implementing re-engineering of the customer service process
Knowledge and understanding
You need to know and understand:
K1 ways to establish boundaries around a customer service process to be re-engineered
K2 who needs to be involved in the re-engineering process to ensure that the recommendations can be seen through
K3 the importance of communicating with those involved in service delivery when re-engineering the process
K4 ways to analyse and assess the effectiveness of separate steps in the customer service process
K5 the importance of identifying the right questions to challenge existing customer service processes appropriately
K6 techniques for implementing changes in customer service processes
K7 the importance of monitoring the effects of customer service process changes
Key words Review; re-engineer; customer service processes; customer expectations; environmental change; cost awareness; compliance regulation; management; customer service; contact centres; developing; improving; communication; problem solving; behaviours
CFACSD19 Review and re-engineer customer service processes
Overview
This Standard is part of the Customer Service Theme of Development and Improvement. This Theme covers activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments. Remember that customers include everyone you provide a service to. They may be external to your organisation or they may be internal customers.
From time to time, a customer process must be subject to review. Most of all, this is because both customer service expectations and the external environment change. In addition to this, features of the process evolve as it is operated and the customer service purpose of various details can be lost. This Standard is about a systematic approach to reviewing and re-engineering a customer service process. The review seeks a balance of customer satisfaction, cost awareness and compliance with regulation. The review must be undertaken with the agreement and support of those with authority to make changes. It must also take account of the views of those who deliver the process and are in direct contact with customers. This Standard is for you if you are responsible for reviewing customer service processes. Do not use this Standard if you do not hold that responsibility and do not have the support of those with authority to make changes.
Performance criteria
You must be able to:
Scope the customer service processes to be reviewed
P1 define the boundaries of a customer service process
P2 agree with the appropriate people the boundaries of the customer service process to be reviewed
P3 set parameters for the types of change that might be made during the re- engineering
P4 communicate with everybody involved regarding the aims of the review
Analyse the customer service process and identify improvement opportunities
P5 identify all the key steps in the customer service process
P6 analyse each step in the customer service process in fine detail
P7 assess each step in the customer service process with reference to customer satisfaction, costs and compliance with relevant regulation
P8 raise questions about each step in the current process to establish where there is scope for development and improvement
P9 explore all the questions raised with those involved in the process and their managers
P10 identify options for re-engineering improvements that deserve further investigation
Evaluate improvement options and re-engineer service processes
P11 evaluate each option for re-engineering improvements that deserve further investigation
P12 make and agree recommendations regarding each option that has been evaluated for re-engineering the customer service process
P13 plan the implementation of agreed recommendations for re-engineering the customer service process
P14 implement re-engineering of the customer service process
P15 monitor the results of implementing re-engineering of the customer service process
Knowledge and understanding
You need to know and understand:
K1 ways to establish boundaries around a customer service process to be re-engineered
K2 who needs to be involved in the re-engineering process to ensure that the recommendations can be seen through
K3 the importance of communicating with those involved in service delivery when re-engineering the process
K4 ways to analyse and assess the effectiveness of separate steps in the customer service process
K5 the importance of identifying the right questions to challenge existing customer service processes appropriately
K6 techniques for implementing changes in customer service processes
K7 the importance of monitoring the effects of customer service process changes
Key words Review; re-engineer; customer service processes; customer expectations; environmental change; cost awareness; compliance regulation; management; customer service; contact centres; developing; improving; communication; problem solving; behaviours