| Topic Name: |
AHOD for the Sinking Ship |
| Message Name: |
Quality |
| Date Posted: |
01/29/2006 |
| In Reply To: |
For all those out there who see no value in the quality program...Clients do see value in the program based on the NUMEROUS client conferences that I have sat in on. And the clients do understand Interaction Reliabilty and how it relates to the quality of service that their employees are receiving. And for those teams that support quality with extra side by sides and training - their customer sat surveys have increased. For those teams that do not make quality a priority -those survey results have dropped - and those particular clients are asking some tough questions about those results. And are asking for dedicated coaching for the teams.
The CS restructuring that will be in place in March will continue to provide an increased level of quality support, based on feedback from the clients.
Sorry to burst any one's bubble about the quality unit going way - the quality unit is here to stay! |
| Message: |
Never said the quality unit is going away. It will just need to be administered in a more efficient manner.
In fact like all initiatives at Hewitt, the CS restructuring will be promoted as a way to improve quality. But underlying that message is the ability to deliver that quality at a lower cost. So what's new. I stand by my opinion, and it is only that, that the CS quality program is an administrative disaster that costs way too much. There are much more efficient ways to get it done while adding even more value.
Lets see how things turn out in March.
BTW aggie if you are one of those folks that have sat in on NUMEROUS client conferences. I am surprised you are still here. I thought they rif'd all of your types in November.
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