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Projeto 5W2H
267
Service Center
5W2H
WHAT?
90-day action plan to improve the quality of the DHL Express Service
Center.
WHAT?
90-day action plan to improve the quality of the DHL Express Service Center.
WHY?
WHY?
- To develop the attendance's quality;
- To develop the attendance's quality;
- To avoid recalls
- To avoid the customer's dissatisfaction for the offered service.
WHERE?
DHL Express
ServiceCenter.
WHERE?
DHL Express Call Center.
WHEN?
Time: 15 days Identification of gaps:
Time: 15 days Identification of gaps:
- Identification of the knowledge of each employee, to check the difficulties of daily life, to check the main needs of customers and what departments generate questions about the procedures.
Time: 10 days
Strategies definition:
- Work the employees' knowledge through individual and group training, classroom, integration with the sectors.
35 days
Application of the resolution:
- To unite the need for knowledge with the contributors motivation;
- To verify the magnification of knowledge through a Quizz, in which the contributors will help in the creation. Questions will be inserted referring to the niches of subjects that have been open and thus to develop competitions with prizes for those who obtain a better score;
- To create study groups according to the needs of each contributors, always try to involve the contributors so that they have the motivation to acquire more knowledge.
- From the survey of the issues, the contributors themselves be able to create a practical manual with the most recurring doubts in the sector and have the responsibility to keep it updated.
30 days
Monitory
- To check the quality and commitment of the contributor through tapping, customer feedback, recall control. To carry out feedbacks reinforcing the positives and reviewing the negatives.
WHO?
- Service center supervisor
- Service center contributors
WHO?
- Call center supervisor
- Call center contributors
HOW?
HOW MUCH?
How and
How Much?
HOW
- Individual monitoring
- Application of improvement techniques
HOW
HOW MUCH
- No cost, work focused on knowledge and personal motivation.
- To avoid the customer's dissatisfaction for the offered service.
- To avoid recalls
- To develop the attendance's quality;
- To develop the attendance's quality;
Time: 15 days Identification of gaps
- Identification of the knowledge of each employee, to check the difficulties of daily life, to check the main needs of customers and what departments generate questions about the procedures.
Time: 10 days
Strategy definition
Time: 35 days
Application of the resolution
- To unite the need for knowledge with the contributors motivation;
- To verify the magnification of knowledge through a Quizz, in which the contributors will help in the creation. Questions will be inserted referring to the niches of subjects that have been open and thus to develop competitions with prizes for those who obtain a better score;
- To create study groups according to the needs of each contributors, always try to involve the contributors so that they have the motivation to acquire more knowledge.
- From the survey of the issues, the contributors themselves be able to create a practical manual with the most recurring doubts in the sector and have the responsibility to keep it updated.
Time: 30 days
Monitory
- To check the quality and commitment of the contributor through tapping, customer feedback, recall control. To carry out feedbacks reinforcing the positives and reviewing the negatives.
HOW
- Individual monitoring
- Application of improvement techniques
How
- Individual
monitoring
- Application of improvement techniques
How Much
No cost, work focused on knowledge and personal motivation.
How Much
No cost, work focused on knowledge and personal motivation.