The benefit of improvements to productivity

With Sophiq, you keep sight of your processes. Markets are becoming more and more diffuse and complex, customers more and more demanding, and competition ever fiercer.

Meanwhile, costs are rising and you have to respond flexibly and in a controlled manner to all these developments. Thinking in terms of processes is an important source of guidance. And although the spotlight on process management, process improvements and LEAN has very much intensified in recent years, the number of managers with a firm grasp of what this actually means is very low.

An organisation is effectively a collection of processes that are managed in order to achieve the desired end-goal, to make a profit in whatever form, at minimum cost and with maximum productivity and customer-satisfaction.

Why is there always time and money available to do something again, but never to do it right in one go?
Although it is almost impossible in practice, it is what we are aiming for: doing things right first time. That, after all, is quality. Many problems in organisations result in work having to be carried out all over again. The signs that an organisation is having to perform ‘repair work’ are low levels of customer and employee satisfaction, declining turnover, and running at a loss. After all, it is not just that customers are on the receiving end of poor quality, but also the way in which it happens that is below par, as a result of which employees ultimately become dissatisfied.

Effective process management gives you a clear understanding of the real problems, thereby enabling you to concentrate on resolving the causes rather than fighting the symptoms. However, it appears that correctly linking financial information with operational data – in other words, the information on day-to-day matters – is an insurmountable obstacle. Many organisations therefore find themselves struggling not only to unlock the information about their processes, but also to use this information in an effective way for making their processes and activities measurable, and therefore to take correct decisions.

How can Sophiq help here? We describe in detail a frequently-occurring problem, that of dealing with a complaint from a customer.

Preventing damage to reputation by dealing with complaints centrally
Any organisation that fails to deal with customer complaints efficiently and professionally does not deserve to survive. The emergence of social media in particular means that a reputation that has carefully been built up can be shattered in a very short time if the organisation in question does not respond quickly to the negative experiences of its customers. However, the problem is that complaints are often not carefully recorded, so that action is not taken, or not taken quickly enough. Sophiq brings order to this process and assists organisations in properly recording and classifying complaints so that they can take appropriate measures on the basis of up-to-date and relevant information.

Complaints and negative reviews often reach the organisation through a variety of channels: in writing, by telephone, e-mail, at the counter, and of course social media. It is important to manage all these channels and to streamline the complaints. After all, no organisation wants to sustain costly damage to its reputation because it failed to register or deal with complaints in a proper manner.

Through the deployment of Sophiq, you will gain control of the complaints that reach you and of the process for dealing with them. Sophiq gives you an insight into the quantity and the nature of the complaints, so that you can take the right action via the appropriate channel, in good time. A positive response to a complaint makes a good impression among your customers, which itself becomes a topic of discussion…. In short, it is about limiting your risks by better managing complaints and thereby preventing damage to your reputation.

    In summary, Sophiq has the following benefits:

  • Integrated management through cohesion
    Collecting the right information regarding complaints provides an overview, and analysing the overview provides clearer insights
  • Effectiveness through clear insights
    This means that the focus lies on resolving the causes of problems, rather than on fighting the symptoms. As a result, the likelihood of the organisation losing customers is significantly reduced
  • Decisiveness through risk-aware management
    As an organisation, you can now optimise the complaint management process by applying LEAN
  • Direction and control
    Permanently monitoring, analysing, and adequately resolving problems ensures that you continue to do the right things in the right way