Article Abstract:
Companies are increasingly using supplier scoreboard programs to establish target goals and calculate progress in quality, pricing, and delivery to enhance customer satisfaction. The success of the program requires the support of higher management and reviews of performance targets and plans. It needs standardization of measurement matrix as well, to anonymously rank the vendors with a maximum of 100 points based on quality, prompt delivery, technical support, product technology, and suppliers' response to requests. The advantages of the program are discussed.
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Article Abstract:
Organizations seeking to measure customer problem resolution in their call centres are placing strong emphasis on call resolution. However, it is possible that call resolution is not the correct measure of service quality. It is clear that call resolution is the wrong focus if it is the only focus, as it is likely to increase peak workload and to create more calls. It is important to have full understanding of the data relating to volume, types of calls and basic causes.
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Article Abstract:
National Performance Review documents listing customer service standards give priority to the customer and can restore confidence in the ability to work effectively together through self-government. Such documents also provide a convenient way to locate services available from the federal government agencies. The standards are formulated by various federal government agencies. The National Performance Review is in charge of reinventing the government.
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