Situation

The company provided on site services at more than 2,500 locations in Thailand. Even though there were ISO documents available, the quality of service appeared to vary dramatically between the sites. Due to fast growth in the past couple of years, the problem was getting obvious through increased customer churn.

Approach

• Systematically walk through all communication channels and touch points to identify opportunities for effective knowledge sharing
• Develop efficient templates for issue capturing
• Establish new organization unit for knowledge management and best practice sharing
• Implement process flow to capture learnings in the field, evaluate them and push them back to the service locations
• Establish Knowledge Data base in Document Management system
• Set strategy to build knowledge base over time and include in Training and Quality Assurance systems

Result

• 2 months after project kick off, field managers could be trained on how to avoid key issues that frequently lead to customer churn
• 2 months after project kick off the client has full transparency about critical improvements to be done next to improve delivery quality
• 6 months after project kick off, service personnel at customer sites confirmed in employee engagement survey that they understand much better what is expected from them to deliver service quality
• During the project a mindset change started to happen towards a corporate culture of knowledge sharing, continues improvement and best proactive management