Beyond 5S | Measures for Customer-Centric Services

MINDGEARS CONSULTING
insight-driven solutions. creative learning.
A CUSTOMER-CENTRIC APPROACH
MEASURING SERVICE PERFORMANCE USING 5S
Super 5S : FromGood to Great Strategies
KMT 95thManagement BenchmarkingForum
ShangrilaManila Hotel | Kairos Management Technologies
28 November 2014,
Teki AbaryRepalda
President & Senior Consulting Partner

MindGears Consulting Ltd Co © 2014
http://www.mindgearsconsulting.com
2
5S in Service
Rethinking 5S
Our 5S Best Practices
Insights?
WHAT WE’RE SHARING TODAY
great customer service starts with real conversations.

3
OUR MISTAKES IN MEASURING 5S
77
70
55
80
45
SORT
STRAIGHTEN
SHINE
STANDARDIZE
SUSTAIN
GOAL
CURRENT
5S COMPLIANCE RADAR | January 2004
[a Leading Global Financial Services Company]
insight weighs more than opinion.

4
5S as a metric isn’t a leading indicator
compliance-driven, not service-oriented
rigid standardization vs functional effectiveness
1
2
3
WE LEARNED FROM OUR LESSONS
context is more important than content.

5
A NEW APPROACH TO 5S1324SCOPESEQUENCESENSESOULSCALE
add
make
set
apply
sort
straighten
shine
standardize
sustain
5S IN SERVICE EXCELLENCE1
2
3
4
5
scope & segment service areas along with customer & project needs
sequence & prioritize service instruments for customer access
make sense by proactively solving issues & reducing customer effort
add soul to standards. it’s a relationship, not a transaction.
evolve your customer processes, not just by repetition but by innovation
people are at the heart of every process.

6
WHEN SORT MEANS SCOPE & SEGMENT
2.5
4.3
4.5
2.7
3.4
1.8
2.2
2
1
3
2.5
BILLING
OTHER
TECHNICAL
GENERAL INQUIRY
Jan
Feb
Mar
CUSTOMER CONTACT REASONS | 1Q 2009
(calls in millions)
[client: a global telecommunications company]
true analytics is about creating sense.

7
WHEN SORT MEANS SCOPE & SEGMENT
CUSTOMER DISPLACEMENT ISSUES | 2Q 2010
(customer account in hundreds)
[client: a global financial services firm]
45
60
89
18
16
34
TAGGED INACTIVE
TAGGED DELINQUENT
TAGGED MISSING REQUIREMENTS
NUMBER OF CUSTOMERS
Accurate
Wrong Tag
OTHER APPLICATIONS
“scope-creep” activities on top of baseline duration
misdirected routes by product delivered
patient ward placement by department
learning, to be effective, must be meaningful.

8
STRAIGHTEN & SEQUENCE
65
74
120
34
21
20
12
10
45
Online Account Locked
Billing Accuracy
Phone Installs
On Time
+24 - 36 hours
+36 - 48 hours
BACKLOG OF CUSTOMER ISSUES | W4 2010
(by issue tickets)
OTHER APPLICATIONS
Pareto analysis of customer types / issues
field placement & form lexicon for billing statement design
critical path analysis for project management
visual design for service menus
customer experience is not just about treatments, it’s about journeys.

9
DON’T JUST SHINE –MAKE SENSE
low
high
low
high
CUSTOMER EFFORT
ISSUE RESOLUTION
55%
Customers are highly satisfied with service
23%
Customers are highly dissatisfied with service
12%
Customers are moderately dissatisfied with service
10%
Customers are moderately satisfied with service
CE QUADRANT | MAR 2013
OTHER APPLICATIONS
productivity vs. accuracy of completed tasks
scatter plot for performance consistency vs. quality
PFMEA + fault tree analysis for anticipating errors
supply shortage vs demand transfer for service / products
strive to do the right thing, instead of doing things right.

10
STANDARDIZE WITH SOUL
STANDARD SERVICE
OUTSTANDING SERVICE
WORLD-CLASS SERVICE
3
4
5
Customized Service + Purchase Promoter + Loyalty + Increased, Repeatable Revenue
CSAT Scale
SERVICE APPROACH
tailoring & configuration as part of customer service
one-size-fits-all approach = decreased buyer confidence
not hiding behind controls & forms= ease of doing business balanced with customer education services
there is such a thing as positive process variation. it’s called creativity.

11
SUSTAINING IS ALSO SCALING
70%
70%
85%
92%
96%
15%
7%
4%
0%
20%
40%
60%
80%
100%
120%
Current ProcessCapability
Innovation 1
Innovation 2
Innovation 3
ForecastedProcess Capability
INNOVATION GLIDE PATH
standards need to evolve, else it’s like painting yourself to a corner.

12
OUR SERVICE CATALOGUE
As Emergent Customer Analytics Advisory Partner
We provide decision sciences support through tailored project engagements that cater to customer-centric service industries.
Customer Experience Lifecycle Mapping
Buyer Demographics Analysis
Customer Effort & Resolution Intelligence
Customer Loyalty & CSAT Measures
Social Media Audience Analytics
As HR Intelligence Support Provider
Our HR Insight Services is a highly tailored engagement that supplements your OD endeavors.
Predictive Best-In-Class Hiring & Profiling
Competency Mapping and Skills Design
Attrition-Retention Analysis
Employee Engagement /eSATAnalysis
As People-to-Process Learning Advocacy Firm
Our learning services are workshop-driven courses that cater to service-oriented industries across HR, WFM/BI, Six Sigma and BPO-KPO Fundamentals..
HR & OD Intelligence Workshops
Six Sigma Certification Courses (YB, GB & BB)
WFM / BI Learning Series
Process Configuration & Mapping
LEAN & Kaizen Measurement Techniques
Contact Center Business Foundations Series
wear who you are like a badge & be your own brand.

MINDGEARS CONSULTING
insight-driven solutions. creative learning.
CONTACT US
Email: teki.repalda@mindgearsph.net
marge.staana@mindgearsph.net
Website: http://www.mindgearsconsulting.com
http://www.mindgearsph.net
Teki AbaryRepalda
President & Senior Consulting Partner
Marge StaAna
Managing Partner & Workplace Learning Strategist

Beyond 5S | Measures for Customer-Centric Services

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Beyond 5S | Measures for Customer-Centric Services