With the Estates Division of this UK Higher Education institution consistently perfoming badly in the eyes of its customers - even though the institution's buildings and assets were generally considered to be well maintained - the Estates Director decided that something radical needed to be done.
Rather than allow the Division to be engineering lead, the decision was taken to refocus on customer service first. Working with Infognosis Limited, the detailed implications of this broad statement of intent were defined, with detailed processes and procedures modelled.
Once agreed, the processes and procedures were embedded in a new IT system (GVAS), selected on the basis of being able to support the new Customer Service focus. Based around a repository of the institution's buildings, assets and spaces, GVAS provides the Liaison Line (the first line help desk for customers) with the tools it needs to record and progress service requests. For the engineers, it gives them the means to balance reactive work with planned maintenance tasks.
With GVAS, as well as being able to monitor customer service level, managers have complete visibility of expenditure, with the added benefit of managers being able to target limited resources on key assets.
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