How Mbee.M worked for Touring Club Swiss
Overall Conclusions on Mbee.M and TCS
FEASIBLE, FLEXIBLE, EFFECTIVE
- Common approach possible for internal and external customers
- Satisfaction measurement techniques encourage and support this common approach and attitude
- Tailoring of both surveys and reports delivers actionable data
- Attitudes, behaviours and departmental cultures change as a result
TRANSPARENT, OPEN
- Basis for open comparison between different businesses and departments<
- Elements making up the customer relationship clear and seen to be fair
- Availability and sharing of data minimises fear of 'blame culture' and maximises opportunities for local action
- Above and below the line costs of measurement known
ACCOUNTABLE, CLEAR LINES OF RESPONSIBILITY
- Responsibility for decisions and corrective action at each operational level – local, regional, national
- Corrective action included in TCS Management by Objectives reviews
- Businesses learn how to use their own data and take responsibility for their own corrective actions
- Consciousness of customer needs raised at all levels
Quick Links
- TCS Business case
- All you need is love? THE TCS TECHNIQUE
- What TCS needed
- The process to be piloted
- What did TCS want from the Mbee.M measurement system?
- What Mbee.M did for the travel division
- Much the same again for internal customers
- Not just function-related
- 360º view of strategic achievements
- What return on investment has TCS had?
- Overall Conclusions on Mbee.M and TCS
- Mbee.M thanks TCS
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