Transcript BPM Programme and process mapping

BPM programme & process
mapping
Matt Selley
Customer Care & Quality Manager – UK Sales
First for Steam Solutions
Spirax Sarco provide steam solutions through an extensive
range of Products, Services and Technical Expertise
• 5000 employees worldwide, operating in over 100 countries
• Headquarters in Cheltenham, Gloucestershire
• Helping our customers meet their efficiency targets, to
increase productivity and deliver long term sustainability
My role
Customer Care and Quality Manager – UK Sales
Remit is to improve the customer experience through process
excellence with the aim of delivering world class customer
service consistent with our “First for Steam Solutions”
positioning
“You don’t know, what you don’t know”
… realisation of the need for a journey
• Great people working hard but inconsistent processes
• Understanding that we need good processes to maintain our
positioning
Acquiring best practice
The need for a Process Library
• Identified a need for visibility & sharing of maps & supporting
material
• Needed a mechanism for approvals, version control & process
governance
• Recognised that creating maps in their current format was time
consuming, they were complex and not easily understood
Discovering Triaster…..
Authoring tool for creating process maps
• Visio based
• Maps easily understood
• Workshop approach helps engagement
• Capture as you go
Process Library for sharing and controlling content
• Web based - accessible to all, “single point of truth”
• Links to supporting material
• Version control / approvals
• Reporting functionality
• Supports process ownership
Manage a Customer Care issue
Customer
dissatisfied
with
resolution
Call to
customer
Log and
investigate a
Customer Care
issue
Escalation
requirement
identified
Employee
Escalate a
Customer Care
issue
Customer Care
Coordinator
Customer
care issue
Corrective
action
determined
Resolve a
Customer Care
issue
Customer Care
Coordinator
Issue
resolved
Invoice on
Do Not
Chase
Close a Customer
Care issue
Customer Care
Coordinator
CCIL at
status
Customer
Complaint
Resolved
Customer
Care
feedback
questionnaire
data
Warning: Printed versions may be out of date. Check Process Library for current version
Process Owner: Customer Care and Quality Manager
Last Revised: 09/07/2012
Author: Susan Grinnell
Version: 2.0
Warning: Printed versions may be out of date. Check Process Library for current version
Feedback
Evaluating and Implementing the solution
• Engaged with Triaster and carried out the evaluation
during Q3 2011
• Placed our order in November
• The implementation planning workshop took place on
1 December
• Our Process Library went live in January – briefed to
the business by the UK Director
• Project management approach
• Importance of involving people & engaging people
Process Library – Live 12 January 2012
Theory into practice
•
•
•
•
Service Engineers car stock
Warranty returns – UK Sales and UK Supply
Field Sales key processes
Customer care process pilot (complaints and escalation)
Customer care process pilot results
You were
satisfied with the
speed of
resolution of the
issue
You were
satisfied with the
outcome of the
solution
provided
The staff involved
with the resolution
of the issue were
professional,
helpful and friendly
You were kept
well informed
throughout this
issue
Communications and awareness
• Visible high level sponsorship
• Focus on improvement not just mapping
• Involving people
• YouTube clip