25. CUSTOMER SERVICE CYCLES. CERTIFICATION OF SERVICE SYSTEMS

Customer Service Cycle - this is a repetitive complete closed process that translates the goal (satisfaction of consumer needs) into a specific result (product, subject and object) of meeting the need.

Laws of the customer service cycle:

1) the law of structure determines the way of organizing and ensuring the unity of the stages of the consumer service cycle. Relationships between service cycle stages are essential and necessary. The sequence of stages, the requirements for the efficiency and quality level of each stage, the repeatability of the requirements for the stages of the maintenance cycle, for the preparation of documentation, the priority of the stages are the components of the law of the structure of the maintenance cycle;

2) the law of functioning states the determining role of the initial stages of the service cycle, and also expresses the interaction of stages in the customer service cycle. For example, materials selected at the procurement stage determine the methods of their processing at the production stage, the functioning of the product at the operational stage, and decisions on disposal as a result of physical or moral obsolescence of the product;

3) the law of development characterizes the correspondence of the stages of the service cycle to each other, as well as the transition from one system of relationships to another at various stages of the service cycle. For example, contradictions in the requirements for the consumer service system at the stages of marketing research (increasing the level of consumer requirements) and production (minimizing resource costs) can lead to insufficient fulfillment of consumer requirements.

Customer service quality indicators include:

1) sales volume;

2) the number of completed orders;

3) number of returns;

4) the number of short deliveries;

5) the amount of the deficit;

6) the number of canceled orders;

7) the number of eliminated short deliveries;

8) length of time of underdeliveries;

9) the number of incomplete shipments;

10) number of claims;

11) the number of timely shipments.

Units: packaging units, product units, product categories, weight units, monetary units, dozens (tens), number of damaged packages.

Service System Certification is a validation procedure whereby a third party independent of the manufacturer and consumer certifies in writing that the CM the service system complies with the established norms and requirements.

Service System Certification Procedure:

1) assessment of the customer service system available at the enterprise for compliance with the requirements of the international standard;

2) determining the necessary changes;

3) definition and implementation of new procedures in the field of customer service;

4) a preliminary meeting with the auditor to review the documentation on the customer service system;

5) customer service audit;

6) obtaining a certificate of conformity.

Quality System Certificate is a certificate issued according to the rules of the certification system and certifying the compliance of the customer service system with the specified standard.

Author: Shepeleva A.Yu.

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