Course Title:   Customer Delight

Identifying internal and external customers

·         The supply chain of the organisation is explained, The 'Supply chain' includes, but is not limited to, internal and external suppliers and customers, contractors, service providers, consultants and members of the sales team

·         The internal or external customers of the team leader's work unit are identified, with examples

The standards of customer service expected by the organisation 

·         KPA’s for the team regarding customer service according to organisational requirements

·         The importance of maintaining and achieving customer service levels

·         The consequences of poor service on the organisation's objectives

Measuring customer satisfaction on an on-going basis 

·         KPA’s and how they are measured against organisational standards 

·         Recording performance against accepted standards

Taking Corrective Action 

·         Providing feedback with regards to performance to team members, according to Standard Operating Procedures

·         Identifying corrective action if required, and recommendations to line management

Identifying a problem

·         Problems are defined according to the verified information (Information includes, but is not limited to, facts and opinions (positive or negative), future implications of no action, and emotions.

·         Consulting with stakeholders and role-players to ensure that they contribute to the various stages of the problem-solving process. 

·         Defining a technique for the formulation of the problem definition

·         Select a technique in line with the context of the problem. 

Investigating the problem

·         Investigate a problem to ascertain the various components and extent

·         Obtaining additional information and examining for its relevance to the problem. 

Generating a solution to the problem

·         Possible solutions are generated by using a range of problem-solving techniques. (Delphi Technique, Mapping, Computer Modelling, Observation, Questionnaires, Experiments, Brainstorming and other creative thinking techniques)

·         Identify criteria and weight to assess the ranking of proposed solutions (Feasibility, time, cost, resource implications, stakeholder commitment, and logistics)

·         Evaluate possible solutions against established criteria in order to determine suitability. 

Implementing the Solution

·         Determining the optimum solution 

·         Obtaining commitment from stakeholders prior to implementation, to ensure commitment 

·         Implementation of the solution in line with organisational constraints

Evaluating the effectiveness of the solution

·         Criteria for the measurement of the effectiveness of the solution are identified according to the problem definition (feasibility, suitability, acceptance, return on investment and alignment to role or strategy)

·         The effectiveness of the solution is evaluated against criteria 

·         Identify corrective action and apply