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This Service Operations Management (SOM) studio focuses on the operational and strategic management of service systems. The approach includes analyzing data, exploring issues through tools such as swimlanes, gap identification, and problem matrices, and identifying areas for improvement using 5 Principles of Lean Management.
To optimize complaint registration, the focus is on improving service management via a robust feedback mechanism, systematic evaluation of call operators, and formalized training programs. Additionally, the evaluated RFP has been enhanced with recommended additions to ensure comprehensive coverage of these objectives.