2012 skills based summit - cummins, customer support excellence: customer …
DESCRIPTION
We all have work we do that follows a standard process. However, we often fail to recognize what that process may look like to our customer or client. How well do you understand your customer needs or expectations? This workshop will provide you with a practical tool to understand your process from the customer’s point of view. By doing so, you can identify a mediocre versus an exceptional customer experience. By looking through the lens of the customer and evaluating your customers’ experience, you will improve your organization.TRANSCRIPT
Customer Support Excellence Tools
“Customer Experience Process Mapping"
2
Session Agenda
Cummins Inc. Overview Customer Support Excellence Customer Experience Process Mapping
04/09/2023
3
Cummins Inc. – Who We AreSALES / EARNINGS
In 2011, Cummins earned
$1.8 billionon sales of
$18 billion
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Customer Support Excellence
Customer– Internal - staff, board members, volunteers
– External - clients, funders, government agencies
Support– Services, goods, information that satisfy customer needs
Excellence– Best in class
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What Is Customer Support Excellence?
Company-wide initiative View products and processes from the lens of the
customer Understand what needs improvement Prioritize projects Make measurable improvements Be the first choice of customers Build long lasting customer loyalty
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The Customer Experience
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Environment Delivery
Processes
Processes
Customer
“Everything Speaks” “Lens of the Customer”
“Create a WOW”“Set Customers and Employee
up for success”
Customer Experience Process Mapping
From the Lens of the Business:
From the Lens of the Customer:
Greet the customer
Diagnostics and Quote
Payment Decision Repair Invoice
Arrive at Dealership Wait Accept
Quote Wait Pay and Leave
7 04/09/2023
04/09/20238
Customer Experience Process Mapping
Fast Food Ordering Process (Step 1 and 2)– List out process steps in each block
– Identify block that have immediate area of opportunity
987
6 45
3Customer enters
restaurant
Customer waits in line
Customer reviews the
menu
Customer places the
order
Customer waits for
order to be ready
Order is prepared
Customer notified the
order is ready
Customer picks up
order
Customer leaves
restaurant
1 2
04/09/20239
Customer Experience Process Mapping
Fast Food Ordering Process (Step 3)– Evaluate between mediocre service and excellent service
Block Number
Mediocre Service Excellent Service
1 Unclean floor Bright and clean décor, Door Greeter
2 No pre-defined queue lines or First In First Out system
First in First Out System, Minimal waiting time
3 Menu fonts are too small, Menu not well-organized
Menu is available in pamphlets form. Menu is
well-organized and divided into sections
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Customer Experience Process Mapping
Fast Food Ordering Process (Step 4)– Identify improvement areas
– Determine improvement strategyBlock
NumberImprovement
Recommendations and Actions
Person Responsible
Implementation Date
1 Adherence to cleaning schedule
Restaurant Manager
12/1/12
2 Setup a First In First Out Queuing System
Shift Manager 12/12/12
3 Pamphlets available along queue line
Franchise Owner
12/18/12
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Exercise
Consider the process of “Black Friday Shopping” after Thanksgiving holiday.– Step 1: List Process Steps in each block
– Step 2: Identify blocks that have immediate area of opportunities
– Step 3: For each block identified in Step 2, describe what would be considered mediocre service versus excellent service
– Step 4: Choose one or two processes to work towards improving customer experience and determine improvement strategies
04/09/202312
Customer Experience Process Mapping
Black Friday Shopping Process (Step 1 and 2)– List out process steps in each block
– Identify block that have immediate area of opportunity
987
6 45
3Customer review Ads
Customer wakes up at
midnight
Customer finds parking
Customer stands in line
Doors open to store
Customer finds item to
purchase
Customer stands in line to check out
Customer checks out
Customer leaves store
1 2
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Customer Experience Process Mapping
Black Friday Shopping Process (Step 3)– Evaluate between mediocre service and excellent service
Block Number
Mediocre Service Excellent Service
4 Customers stand in cold Heater provided or line is formed inside the store
7 Customers stand in line for up to 3 hours.
Fast Check out system in place
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Customer Experience Process Mapping
Black Friday Shopping Process (Step 4)– Identify improvement areas
– Determine improvement strategyBlock
NumberImprovement
Recommendations and Actions
Person Responsible
Implementation Date
4 Realign layout to allow customers stand inside
store
General Manager
11/16/12
7 Utilize smart phone technology to speed up
check out process
IT Manager 11/09/12
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Summary
Benefits of Customer Experience Process Mapping:– Visualize the current process through the lens of the
customer
– Enable your organization to capture and understand the real experience of the customers
– Uncover hidden steps
– Identify improvement opportunities
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Take Aways
Identify one improvement opportunity in your organization
What are the hidden process steps? How do they impact your clients, staff, funders,
volunteers? Who are your best allies in helping to improve the
process?
Customer Support Excellence Tools
Thank You