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IP Customer Service Excellence

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by

Dila Alkan

on 7 October 2013

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Transcript of IP Customer Service Excellence

IP Customer Service Excellence
Why Internal Customer Service
Objective
To formulate a program that aims to develop a customer centric culture within IP across NAMETRUB

Dila Alkan
Background
Next Steps
Methodology
Define
4D Method
Design
Develop
Deliver
Survey
Define your key internal customers
Eform Removal from IP Process
Marketing-IP Meetings
Survey through email
Eform Analysis
Inner Workings

Eform Results
Walking through audits
Harvard Business Review, 2 August 2013
Turkey
Supplier Evaluation in Ariba
Changes in IP Process
Action Funnel
Customer Service Delivery Team Meetings
Run the program for IT&HR Stakeholders
Harvard Business Review, July–August Issue

Q & A
Interviews
Next Survey
Full transcript