| ServiceElements Introduces NEW Service Delivery Audit Program
Scottsdale, Ariz. – ServiceElements today announced the release of its NEW Service Delivery Audit program, the first of its kind for Business and General Aviation and Aerospace that systematically uncovers service and service delivery issues and helps to define or uncover specific solutions for those problems.
“Auditing service delivery processes has a real impact on financial results while helping flight departments, FBO’s, maintenance shops, MRO’s, charter management companies, fractionals and other members of our service providing community,” said ServiceElements President Bob Hobbi.
“ServiceElements began developing its Service Delivery Audit program more than three years ago in response to its work with many organizations and thousands of Aerospace and Business and General Aviation professionals. ServiceElements has industry subject matter experts as well as organizational development experts. This enables us to deliver a potent audit program.”
Mario Martinez, Vice President of Innovation for ServiceElements added, “We are accustomed to safety and various operational audits in the aviation industry. But one area we have not specifically focused on is customer service integration. A Service Delivery Audit not only brings attention to service but also brings it to the forefront. Technical proficiency is no longer enough in our industry. Service is now a critical issue for survival of your business or organization. In 2008, organizations cannot afford a ‘hit or miss’ approach. Our new Service Delivery Audit program brings out specifics.”
Hobbi pointed out that ServiceElements’ unique audit goes beyond just asking questions. It uses various modes of gathering data: onsite observation, phone and one-on-one interviews with company leadership, management and front line workers, focus groups, voice of the customer and surveys.
“These different methods of gathering information helps us to discover gaps and bottlenecks in an organization’s real purpose which is delivering service,” Hobbi said.
“For example, we will watch the ramp at an FBO and observe interactions between line service, crews and customers/passengers. By interviewing leadership and team members, as well as customers and passengers, we are able to assess perceptions of customer service that may differ. Our feedback and analysis help identify the gaps that affect service when perceptions differ.”
By developing a 360 degree evaluation and audit procedure approach to service delivery, ServiceElements can uncover not so subtle service challenges. “For example, when do you turn the engines on—before or after the passenger boards? Do you and does everyone do it in a consistent way? Hobbi pointed out that passengers notice the difference such as when line service personnel marshal aircraft correctly and consistently. How do they look while marshalling?
About ServiceElements
ServiceElements, an organizational and behavioral culture enhancement company, awakens the power of excellent service within companies as well as their individual divisions, departments and other organizational groups. Some of the company’s tools for re-focus service culture and sharpening service delivery skills include, stimulating, highly interactive workshops, seminars and keynote speeches. Clients benefit from ServiceElements’ more than 20 years of experience in business, technical training, service excellence, Six Sigma, ISO 9000, quality management processes, Customer Relationship Management programs and process re-engineering.
For additional information on ServiceElements, visit www.serviceelements.net
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