report on RT-mart 大润发2.ppt

1、Manage Quality Customer service Manage Risk,Team: Meteor Member:Abbott Alison Ann Cindy Nancy Tracey,Date:31st .May .2011,Identify Risk of Skill Training for Customer Service Delivery,Report I,Introdction,According to the previous report of customer service in RT-MART, we suggest that a skill traini

2、ng of customer service delivery should be in place and we have giving a plan.In this report, we will identify the potential risks during training process.,Purpose,Determine risks to mitigate or even elimate threat caused by risks to an acceptable level, so that reduce the loss.,Executor The training

3、 is performed by HRM department. Place Meeting rooms, multi-media rooms,mall in RT-MART Time Training last 1 month, implemented in July,Continue,Existing polices and process of risk management in RT-MART,Electronic Article Surveillance(EAS) exists to guard against burglary. There is always a cleaner

4、 to sweep floor and clean handrail of the escalator everyday. Cashiers need the skill to identify fake money. The porter especially the male need to exercise bearing heavy burdeny Before one policy & strategy implement,they cheaked.,Internal and external stakeholders and issues,Managers-identify ris

5、ks,analyse risk and select&implement treatments to reduce loss. Emplyees-familiar with the step of treatments deal with it appropriately. Shareholders-establish policies&strategies and do the right choose for risk treatment. Customers-safe purchasing environment and safe&clean products,staff can pro

6、vide effective help and directions when customer encounter risks. Suppliers-ensure quality and continuous products.,Critical success factors for risk management,Correct policies and procedures within organization objectives and goals. The risk management implemented by trained personel. Monitor risk

7、s and changes over time,adjust plan and procedures promptly and effectively when necessary.,Support for risk management activities,Effective training for employees. Hold seminars with stakeholders to learn their issues and gain feedback. Rehearsal to prevent risk occuring.,Communication and particip

8、ation with relevant parties,Identify the risk and analyse them, then communicate with the relevant parties with the risks to consider their issues ,which will help to select suitable strategies within organization goals to risk treatment.,The weakness and strengths of the current situation,Strenghth

9、s: 1.There are many triggers sticked or hung to warn customers of potential risks. 2.Infrustructure for safety are established. 3.Provide clean and fresh food as well as quality supplies. Weekness: They have no expressly stipulated in writing to follow and consult.,Establish Risk Context,Risk event

10、Descriptiopn consequence,Conclusion,Customer service is crutial for RT-MART, so quality customer service will maintain and appeal customers. Skill traing is carried for improvement of customer service delivery, to increase customer satisfactory and set a good image among the public,make customer ser

11、vice a competitive advantage. Meanwhile,we cannot ignore the potential risks during the training,so risk management will be a central party. We use it to identify and access the risks to mitigate or even eliminate the negative effects and loss. During risk management process, we first identify the p

12、ossible risks and assess the likelihood, we should document the records and analyse them ,then carry plan to response to the consequences. It is very important to arrange the risks into priorities,it will help us to manage risks more effectively. At last, monitoring must be on going to check the eff

13、ectiveness and control the risks, documenting records is also necessary.,Report 2,Risk Analysis and Risk Treament,Monitoring plan for quality customer service,Pay attention to staffs services behaviors and document the records Act as shoppers to check staffs service performance. Establish the system

14、 of customer satisfactory tracking,Continue,-Interview customers to learn needs to find the gap between actual performance and expection (both interal and external) -Fource on customer complains and suggestions to find the defects in customer service procedure. -Communicate with the customer who ten

15、d to other markets, so as to know on saticifing points. Collect all the datas and information to analyse the weakness where need to be improved.,Acertain consistent delivery of quality products and service,Stimulated staffs to have passions to customer service. Make sure all the levels in the market

16、 know the customer service procedures and policies (especially the changes) Set up continuing and lasting good relationships with customers in order to promptly find out what the customer expect and the ideal way they want to be treated.,Continue,Frequently review existing procedures and policies an

17、d adjust when there is something need to be changed. Training staff to develop their abilities and encourage them to gain continuous improvements.,The tools utilized for monitoring,Interview：conduct interview with stakeholders and their issues. Complains and suggestions analysis: use them as resourc

18、e of getting to know weakness and defects. Questionaires use it to gain customer feedback.,The mechanisms for review and adjustment,Identify the gap between customers expections and actual ones to find out the reasons. Make the most use of resources effectively to solve the problems by change the ex

19、isting procedures and policies. Make sure the stakeholders are informed when adjustments are in place.,Risk analysis & Risk treatment,RISK ANALYSIS,Identify relevant parts and how to communicate information to them,Lack of operation capital： HRM department should emphasize the importance of training

20、, as well as the severe loss, so as to ask permission for training plan. Fail to implement training plan: help supervisor of HRM department find out the reasons of failure and adjust the processes and methods. Changes about training plan：help supervisor of HRM department to ensure the effective changes and encourage staff accept. Lose recorded datas: try best to help recorder to restore the data and fix database system.,Continue,Damage to training equipments: urge menders to repair them and help trainer to find alternatives or adjust training items. Barriers o