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Improving service through systems

Whenever there is a risk that a customer might not be getting the best service possible – consider the system. Many times people look purely at the people who are working with the customer – are they doing the right things? Do they have a good attitude? These are normal questions to ask.

It has been stated that the system accounts for 94% of the effects created – the people in the system therefore can only have a limited effect on what happens. Considering the system makes us ask other questions. How can the system allow us to deal with customers swiftly? How can the system allow errors to be made? How does the system please our customers?

By considering both the system and the people operating the system you get a more complete picture of how to improve this area of performance. Of course, this isn't an excuse to back down when people are abusing the system/customers!


Smartspeed Consulting Limited
'For When Results Matter'
www.smartspeed.co.uk