BPM programme & process mapping

Matt Selley

Customer Care & Quality Manager – UK Sales

First for Steam Solutions

Spirax Sarco provide steam solutions through an extensive range of Products, Services and Technical Expertise

• 5000 employees worldwide, operating in over 100 countries

• Headquarters in Cheltenham, Gloucestershire

• Helping our customers meet their efficiency targets, to increase productivity and deliver long term sustainability

My role

Customer Care and Quality Manager – UK Sales

Remit is to improve the customer experience through process excellence with the aim of delivering world class customer service consistent with our “First for Steam Solutions” positioning

“You don’t know, what you don’t know”

• Great people working hard but inconsistent processes

• Understanding that we need good processes to maintain our positioning

… realisation of the need for a journey

Acquiring best practice

The need for a Process Library

• Identified a need for visibility & sharing of maps & supporting material

• Needed a mechanism for approvals, version control & process governance

• Recognised that creating maps in their current format was time consuming, they were complex and not easily understood

Discovering Triaster…..

Authoring tool for creating process maps• Visio based• Maps easily understood• Workshop approach helps engagement • Capture as you go

Process Library for sharing and controlling content • Web based - accessible to all, “single point of truth” • Links to supporting material• Version control / approvals• Reporting functionality• Supports process ownership

Process Owner: Customer Care and Quality Manager

Author: Susan Grinnell

Last Revised: 09/07/2012

Version: 2.0

Warning: Printed versions may be out of date. Check Process Library for current version

Manage a Customer Care issue

Customer Care Coordinator

Resolve a Customer Care

issue

Employee

Log and investigate a

Customer Care issue Customer Care

Coordinator

Escalate a Customer Care

issue

Customer Care Coordinator

Close a Customer Care issue

Corrective action

determinedIssue

resolved

Escalation requirement

identified

Call to customer

CCIL at status

Customer Complaint Resolved

Customer care issue

Customer dissatisfied

with resolution

Feedback

Invoice on Do Not Chase

Customer Care

feedback questionnaire

data

Evaluating and Implementing the solution

• Engaged with Triaster and carried out the evaluation during Q3 2011

• Placed our order in November• The implementation planning workshop took place on

1 December • Our Process Library went live in January – briefed to

the business by the UK Director

• Project management approach• Importance of involving people & engaging people

Process Library – Live 12 January 2012

Theory into practice

• Service Engineers car stock• Warranty returns – UK Sales and UK Supply• Field Sales key processes• Customer care process pilot (complaints and escalation)

You were satisfied with the speed of resolution of the issue

You were satisfied with the outcome of the solution provided

The staff involved with the resolution of the issue were professional, helpful and friendly

You were kept well informed throughout this issue

Customer care process pilot results

Communications and awareness

• Visible high level sponsorship

• Focus on improvement not just mapping

• Involving people

• YouTube clip