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  • Technical Descriptor (How) : Raw Score Relative Weight

    Enviado por

    Alodia Farichai
    16 visualizações1 página
    This document discusses customer requirements and key performance indicators for a company's customer service operations. It lists 6 customer requirements: sophisticated customer handling, increased service quality and perks, less process complexity, an innovative reward program, a compelling multi-channel experience, and revamped branches. Each requirement is rated on a scale of 1 to 9 for different aspects of the company's operations and compared to competitors. The overall scores and weights are calculated to assess performance.

    Descrição original:

    QFD

    Título original

    Qfd Group 2 Iemm

    Direitos autorais

    © © All Rights Reserved

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    XLSX, PDF, TXT ou leia online no Scribd

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    This document discusses customer requirements and key performance indicators for a company's customer service operations. It lists 6 customer requirements: sophisticated customer handling, increased service quality and perks, less process complexity, an innovative reward program, a compelling multi-channel experience, and revamped branches. Each requirement is rated on a scale of 1 to 9 for different aspects of the company's operations and compared to competitors. The overall scores and weights are calculated to assess performance.

    Direitos autorais:

    © All Rights Reserved
    Baixe no formato XLSX, PDF, TXT ou leia online no Scribd
    Sinalizar o conteúdo como inadequado
    16 visualizações1 página

    Technical Descriptor (How) : Raw Score Relative Weight

    Enviado por

    Alodia Farichai
    This document discusses customer requirements and key performance indicators for a company's customer service operations. It lists 6 customer requirements: sophisticated customer handling, increased service quality and perks, less process complexity, an innovative reward program, a compelling multi-channel experience, and revamped branches. Each requirement is rated on a scale of 1 to 9 for different aspects of the company's operations and compared to competitors. The overall scores and weights are calculated to assess performance.

    Direitos autorais:

    © All Rights Reserved
    Baixe no formato XLSX, PDF, TXT ou leia online no Scribd
    Sinalizar o conteúdo como inadequado
    de 1

    Complain Handling

    Problem Solving

    Application Opening
    Consultation
    3
    Waiting
    Queue Registration 3 0

    9 3 Competitive Analysis

    Rating of Our Company

    Management Target
    Application Opening
    Technical Descriptor

    Queue Registration

    Rating of Customer

    Improvement Ratio
    Complain Handling
    Problem Solving
    (How)

    Consultation

    Rating of Best
    Waiting

    Improvement

    Normalized
    Competitor

    Weight
    Row#

    Customer Requirements
    (What)
    1 Sophisticated Customer Handling 3 9 3 9 9 7 6 6 7 1.17 8.2 0.198
    payment
    2 Increase Service Quality & Perks 9 9 9 9 6 7 6 7 1.17 7.0 0.170
    3 Less Process Complexity 1 3 3 9 3 7 7 5 7 1.40 9.8 0.238 3
    4 Innovative Reward Program 3 9 3 5 7 6 6 1.00 5.0 0.121 3
    5 Compelling Multi-Channel Experience 3 3 3 3 6 6 5 6 1.20 7.2 0.175
    6 Revamped Branches 9 9 3 4 6 5 5 1.00 4.0 0.097
    Raw Score 1.64 2.71 4.92 6.18 4.03 3.68 23.15 41.2 1.00
    Relative Weight

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