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Duckor ~ Associates <br /> <br />Customer Service and Siting/Expansion Process Plan <br />Citw of ELk River <br /> August 2000 <br /> <br />Design Customer Service Process -- Phase III <br />Timeframe: TBD depending on Wor!~ng Team's availability <br /> <br />· Develop Customer Service Mission and document Customer Service principles <br /> <br />Review Customer Service and Siting/Expansion Process · Determine if process reflects "how work really gets done" <br /> · Identify customer contact points and design to enhance "Moments of <br /> Truth" <br /> <br /> · Identify clear hand-offs to ensure a seamless process <br /> <br />Brainstorm variances and changes to current Customer Service and <br />Siting/Expansion Process <br /> · Brainstorm variances from customer requirements <br /> · Analyze possible solutions <br /> · Identify cycle time improvements, if possible <br /> <br />· Review communication materials from all departments for style, consistency, and <br /> image <br /> <br />Determine System Support Requirements · Identify communication and project management needs <br /> · Determine critical information required <br /> · Develop Customer Tracking with profiles <br /> <br />Duckor & Associates, Inc. <br />A BluePrint For Your Success...Today and Tomorrow <br /> <br />7 <br /> <br /> <br />