顧客服務標準

　

　

“Asian-Pacific Customer Relationship Excellence Award (CREA)” based on the

Customer Service Quality Standard (CSQS)

  

1. 目標  全面實施 CSQS 卓越管理，藉以提升成品及服務之品質、效率、形象及競爭力。更成為CSQS & 卓越管理之得獎企業。

 

2. 簡介  Total Quality Service (TQS)在西方國家廣為採用，是全面優質管理的基石，不單可改善員服務態度。顧客許多問題也可透過實施TQS迎刃而解。

 

                        5-S + L5S è( CSQS  + 5-S/6-s ) è TQS

 

最近本會亦成功地為稻香集團成功獲取4個ICSS獎項:

2.1        最佳顧客滿意服務管理系统 (Customer Satisfaction Quality System of the Year)

2.2        最佳人力發展系统 (People Development Program of the Year)

2.3        最佳企業服務支援系统  (Corporate Service Team of the Year)

2.4        最傑出行政總裁  (CEO of the Year)

 

3.   實施 ICSS方法

 

培訓 10名代表 成為TQS審核領袖，領導全面執行TQS提高工作成效。在作業中，價值 = 質量 / 成本。 TQS的應用，可使機構透過以下的各項達到增值的效果﹕

3.1              從改善質量的層面:-

²産品及服務內容

²形象

²創新流程

²業務流程

²售後服務

²員工能力

3.2 從減低成本方面:-

²行動第一

²關係

²收入與增長

²降低成本及提升效率

²資本應用/投資策略/風險管理

²技術架構

 

 5.   顧問

 

專家顧問 何廣明 教授　(亞太區CSQS協會專家顧問、國際ISO9000及TQM會議創會主席)

        何教授與香港政府工商署、醫管局、房屋署、社會福利署及過百間本港及中國企業合作，在研究、發展及推行TQM上經驗豐富。何博士在1996年已是英國首位品質及策略管理講座教授，亦是首位英國華籍管理學教授，更是英國負盛名的 “Managing Service Quality” 主編和香港的「品質與管理」編輯顧問，也是HKMA品質大獎的評判。他現是英國國際商學院的策略及品管教授、英國Paisley、澳洲RMIT、瑞典Vaxjo商學院和香港中文大學的品管客座教授、广州中山大學的優質管理桂冠教授，牛津大學Said商學院訪問學者，现正是進一步帮助各行業推廣TQS的好時機。

                  手機: +852-9128-9204

 

 
　

　

“Asian-Pacific Customer Relationship Excellence Award (CREA)” based on the

Customer Service Quality Standard (CSQS)

 

 

1.   Introduction

 

The Customer Service Quality Standard (CSQS) is an Approved Standard of the International Standards Accreditation Board (ISAB). The development of CSQS is an initiative led by the Customer Service Institute of Australia which was adopted and adapted by the Asian-Pacific Customer Service Consortium (APCSC) in HK, and the Help Desk 2000 in the USA. 

 

The HK5SA has advised and provided consultancy services to the Tao Heung Group to enter into the following 4 categories of the CRE Award for 2003.  As a result, the Group managed to achieve all 4 awards.  They were:

P      Corporate Service Team of the Year  (see 2.7)

P      Customer Satisfaction Quality System of the Year  (see 2.10)

P      People Development Program of the Year  (see 2.11)

P      CEO of the Year  (see 2.18)

 

Total Quality Service (TQS) Model:    5-S + L5S è( CSQS  + 5-S/6-s ) è TQS

 

 

2.   Objectives

 

The 2004 CREA categories consist of:

 

For Corporate and Service Providers

1.          Customer Relationship Excellence – Outstanding Achievement

2.          Global Support Services of the Year

3.          Call Center of the Year

4.          Customer Service Center of the Year

5.          Outsourcing Team of the Year

6.          Integrated Support Team of the Year

7.          Corporate Service Team of the Year

8.          Service Portal of the Year

9.          Customer Loyalty Program of the Year

10.      Customer Satisfaction Quality System of the Year

11.      People Development Program of the Year

12.      Best Use of Call Center Technology of the Year

13.      Innovative Technology of the Year

14.      High Speed Customer Service of the Year

15.      Consumer Relationship Marketing Service Team of the Year

16.      Mission Critical Support Service of the Year

17.      Best use of Knowledge Management of the Year

 

For Individuals

18.      CEO of the Year

19.      CRM Director of the Year

20.      Customer Service Manager of the Year

21.      Customer Service Team Leader of the Year

22.      Customer Service Professional of the Year

 

 

3.   Strategy

 

The CSQS identifies the 4 key components necessary to maintain the alignment through a cause and effect relationship and balance between Passion and Process:

 

A.        Service Function

A1.      Product or Service Attributes

A2.      Image

A3.      Relationship

 

B.        Financial Function

B1.      Revenue and growth

B2.      Cost reduction and productivity improvement

B3.      Asset utilization/ investment strategy/ risk management

 

C.        Operational Function

C1.      Innovation process

C2.      Operations process

C3.      After sales service

 

D.        Learning and Growth Functioin

D1.     Climate for action/ Organizational alignment

D2.     Staff Competence

D3.     Technology Infrastructure

 

In operations, Value = Function / Cost. 

 

CSQS implementation will help to increase the value of the operations by increasing each of the above 4 functions (through Critical to Customer analysis), and at the same time reducing their cost input (through Critical to Cost analysis).

 

4.     Consultants

 

Expert Consultant:

Prof. Sam HO  PhD(Mangt.), FIQA, Lead Auditor (5-S & ISO 9000), EQA & HKQA Assessor

     Oshikawa Fellow of the Asian Productivity Organisation (86-87),

     Asian Development Bank Quality Expert to the Malaysian Government (93-94),

     Member of the BSI QS/1 Committee for the revision of the ISO 9000:2000 (95-96),

     Chairman of the 1st-10th "International Conference on ISO 9000 and TQM" (96-05),

     Author of over 100 papers/books and the bestseller "TQM: An Integrated Approach (ISO 9000)",

     Professor of Strategy & Quality, Luton Business School, UK (96-97),

     Research Fellow, Judge Business School, Cambridge University, (96-97),

     Professor of Strategic & Quality Management, International Management Centres, UK,

     Visiting Professor in TQM at Uni. of Paisley (UK), RMIT (Aust.) & Vaxjo (Sweden),

     Guest Speaker, Said Business School, Oxford University (UK),

     Distinguished Professor in Business Excellence, Zhong Shan Uni., China,

     Consultant and Trainer for over 100 organisations on CSQS, 5-S & ISO 9000 implementation,

     Advisor to the APCSC,

     Director of the HK 5-S Campaign & Founder Chair of HK 5-S Association.

            Tel: 2636-7163          Mob: 9128-9204

 

 

5.     Reference Site   http://www.apcsc.com/cresummit