Elements and Performance Criteria
- Analyse customer contact processes using statistical tools
- Identify customer contact processes requiring analysis
- Measure the impact of these processes on service levels or other indicators using statistical tools
- Derive tolerance levels for processes
- Calculate upper and lower control limits from data
- Investigate reasons for performance outside of control limits
- Rectify productivity impediments
- Conduct a process review
- Benchmark customer contact operations
- Identify appropriate target areas for process improvement
- Research and nominate benchmarking organisations that demonstrate relevant best practice
- Document relevant best-practice processes used by benchmarking organisations
- Identify processes from benchmarking organisations that can be adopted
- Identify relevant benefits and risks associated with implementing new processes
- Adapt best-practice processes to meet enterprise conditions
- Identify and document appropriate performance indicators for evaluation of the new processes