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Managing Customer Service Expectations
Ashley May
Agenda
2012-13 Facilities Management Industry Census
Value for Money
Aligning Customer Expectations Through the Procurement
Process
Customer Alignment KPIs
2012-13 Facilities Management Industry Census
2012-13 Facilities Management Industry Census
2012-13 Facilities Management Industry Census
2012-13 Facilities Management Industry Census
2012-13 Facilities Management Industry Census
Value for Money
“The price of the goods and services is not the sole determining factor in
assessing value for money. A comparative analysis of the relevant financial
and non-financial costs and benefits of alternative solutions throughout the
procurement will inform a value for money assessment. Factors to consider
include, but are not limited to:
- fitness for purpose;
-
a potential supplier’s experience and performance history;
-
flexibility (including innovation and adaptability over the lifecycle of the
procurement);
-
environmental sustainability (such as energy efficiency and
environmental impact);and
-
whole-of-life costs”
Australian Government – Department of Finance & Deregulation
Value for Money
Cost
Customer Satisfaction
Value for Money
Value for Money
Cost
Customer Satisfaction
Value for Money
Cost
Customer Satisfaction
Value for Money
Satisfaction is a result of meeting expectations
Customer expectations are required to be defined from the outset
Expectations need to be calibrated against value for money
Communicated back to the customers
Aligning Customer Expectations Through the Procurement Process
Service Level
Customer
Expectation
Fully Understood
Service Level
Supplier
Expectation
Time
Contract Commencement
Aligning Customer Expectations Through the Procurement Process
Service Level
Customer
Expectation
Fully Understood
Service Level
Supplier
Expectation
Time
Contract Commencement
Aligning Customer Expectations Through the Procurement Process
Pre Works
–
–
–
–
Customer identification
Define customer expectations
Rationalise and prioritise needs versus wants – communicate
Engage industry as a stakeholder
Industry sounding
– Suppliers, peers and current provision of services
EOI/RFT
– Briefings from stakeholders re customer expectations
– Interactive workshops
Operations
– Service Level Agreement – refinement at a minimum annually
– Include measurement of customer satisfaction
Aligning Customer Expectations Through the Procurement Process
Service Level
Customer
Expectation
KPI’s Calibrated and reviewed to
ensure customer expectation is
maintained
Supplier
Expectation
Tender Period
Contract Commencement
Time
Customer Alignment KPIs
Lag Indicators
– Customer Satisfaction Surveys
• Work Order Level
• Faculty / Departmental
– Customer Complaints
Lead Indicator
– Opportunity for Improvement Register
– Joint Outcomes KPI
•
•
•
•
Annual Workshops with Key Customers
Review past 12 months and plan forthcoming 12 months
Quick Wins & Projects Identified
KPI to deliver outcomes to agreed plan
Summary
Spend time engaging with your customers prior to tender
Articulate clearly what value for money means for each
tender
Engage with industry
Consider lead indicators when setting KPIs
Communication through the full contract cycle is critical