Deliver on your promise

FIVE STEPS TO IMPROVE YOUR SERVICE DELIVERY

• Step 1 - Understanding customer needs
  The first step is to review and analyse your customer needs. The objective of this step is to define a system that successfully meets these needs and the Key Performance Indicators (KPIs) of your organisation.
  
  
• Step 2 – Turning the customer needs into service criteria
  The objective of this step is to turn the customer needs into an auditable standard or an audit framework. If your organisation already follows a standard, SGS as an independent third party can review it, set up an audit program, deliver audits and issue a report or a certificate. If on the other hand, you do not have a standard, we can help you set one up. Depending on whether or not you wish to make public your service commitment, you can choose from three modular solutions:
  1. Customised Audit Solutions
     We define a program and checklist together with you, based on the level of control you wish to have over your network. We also analyse opportunities to foster continuous improvement of your systems and the service criteria to better meet your customer requirements.
     
     
  2. ServiCert™
     The first step toward this solution is to collect your customer needs and translate them into service delivery KPIs. Based on the needs of your customers, we help you define the key service components, the expected service delivery levels and the service criteria (KPI) by providing training and a knowledge base. We then validate the criteria as being relevant and auditable.
     
     
  3. QualiCert™
     This program includes a thorough analysis of the existing service delivery system against the customer needs; what your organisation does and which parts of the service delivery process need measurement and control. Using this as a basis, SGS can help you draft a standard that is then validated by an external committee consisting of your most important stakeholders. This step is fundamental to test your standard with the endorsement of your market. Once done, we will perform the feasibility audit, and your organisation can implement the program.

• Step 3 – Auditing
  After you have put your service quality program in place, SGS can perform independent audits such as mystery shopping audits and interviews or observations, depending on your requirements. These audits can also be performed alongside ISO audits.
  
  
• Step 4 – Reporting & certification
  After the audit has been performed, SGS issues a report containing findings and opportunities for improvement. Depending on the solution you have chosen, SGS validates your commitment or certifies your programme. The reporting and certification phase for the three programs is as follows:
  1. Customised Audit Solutions
     The report is reviewed by the nominated SGS manager and eventually submitted to you for peer review. Upon analysis, the results of the audit and fulfilment of your program requirements are validated. If your organisation or its network meets program requirements and has established the need to communicate this achievement, SGS issues you with a validation certificate. If it helps to increase your value offering to the market, you have the option to publish all or part of your internal best practices.
  2. ServiCert™
     The report is reviewed by the nominated SGS manager. Upon analysis, the audit results and fulfilment of the service criteria chosen by you are validated. SGS then issues a validation certificate stating the fulfilled service criteria.
  3. QualiCert™
     The report is reviewed by the Service Certification manager. Upon analysis, the certification decision is reached and a Service Certification certificate is issued. One of the requirements of Service Certification (versus validation) is that the service standard is made available for both your customers and stakeholders. Furthermore, the key service criteria (extracted from the standard) are mentioned on the certificate.
     
     
• Step 5 – Continuous improvement
  In the final stage, SGS performs surveillance audits to assess your service delivery network still meets the necessary requirements. Surveillance audits can be performed as either pre-agreed or unexpected visits and are an efficient way to identify areas of improvement. As an additional service to the QualiCert™ and Customised Audit Solutions program, SGS can provide you with a comprehensive analysis and standard/framework review to leverage the most of continuous improvement opportunities.