PowerPoint Presentation - 2003 Value Process Audit PowerPoint Presentation

ASSESSMENT:

• Underdeveloped Customer Relations

• No apparent centralized Customer Care system

• No clear ongoing Customer communication

• Insufficient Customer Surveys/processes for feedback

• Inconsistent follow-through with Customers after work is completed

• No measurements for Customer Satisfaction, Company responsiveness, etc.
• Some Customers perceive that Value of Services provided does not justify costs to them
• Multiple Field Techs assigned to a single Customer increasing the potential for customer Frustration and increased Learning Curves for Field Techs

• Few overall Promotions and Incentives for Customers

• Unaddressed safety concerns for Customers

• Unsatisfactory Billing Cycle concerns voiced by some Customers

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CAE’s Value Delivery System

Customers