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Pour les responsables des services informatiques, l'indicateur majeur de performance de leur travail est de plus en plus la satisfaction finale de l'utilisateur, et cela par rapport aux services informatiques fournis. Malheureusement, y parvenir d’une manière efficace et efficiente n'est pas toujours évident, autant pour des PME que de grandes sociétés. Durant cette soirée, Minimarisk vous montre comment augmenter de façon ciblée la satisfaction et la productivité des utilisateurs finaux des services informatiques. Le fil rouge de cette démarche se fera au travers d’un exemple pratique conduit auprès de la société Richemont (Piaget, Cartier, IWC, Panerai et bien d'autres). Minimarisk est un système d'analyse sur le cloud, qui permet d’améliorer et de professionnaliser rapidement les services par des quick-wins, en se basant sur des recommandations. L'approche innovante de Minimarisk est de cibler au maximum les besoins des clients finaux, et d'atteindre de façon très tactique des résultats concrets.
Citation preview
Digicomp Academy AG 1
Digicomp Academy Suisse Romandie, Genève
Augmenter rapidement la satisfaction de l'utilisateurRaphael Rues, Minimarisk Sàrl26.11.2013 Digicomp Lausanne
Professionalism – Definition
Business Dictionary.com:
Meticulous adherence to undeviating courtesy, honesty, and responsibility in one's dealings with customers and associates, plus a level of excellence that goes over and above the commercial considerations and legal requirements.
Professionalism Tips
Make excellence your goal
Get your basics right
Take your job seriously
Switch off personal problems
Focus on your work
Be willing to learn
Be a team player
Enjoy what you do
Barriers to Good Customer Service
• Human Barriers• Don’t care about your consumers• Dislike for job• Prolonged stress• Tired• Personal problems
• Environmental Barriers• Technology issues• Lack of training• Lack of knowledge• Short-staffed• Legal barriers• Issue is not your responsibility
First Impressions
• The first 30 seconds
• No second chances
• Some tips to remember– Focus on the other person’s needs
– Demonstrate good listening skills
– Check your appearance
– Remember names
6Digicomp Academy AG
Performance supported?
Constraints removed?
Available enough?
Capacity enough?
Continuous enough?
Secure enough?
UTILITY
OR
AND
AND
T/F
T/F
Fit for
purpose?
Fit for use?T/F
Value Created
T: True
F: False
WARRANTY
© Crown copyright 2007 Reproduced under licence from OGC
7Digicomp Academy AG
Capabilities
Management
Organization
Processes
Knowledge
People (experience, skills
and relationships)
Resources
Financial capital
Infrastructure
Applications
Information
People (number
of employees)
© Crown copyright 2007 Reproduced under licence from OGC
8Digicomp Academy AG
Continual quality control and
consolidation
Ma
turity
le
vel
ACT
CHECK
PLAN
DO
PlanDo
Check
Act
Project PlanProject
Audit
New actions
Business
IT
alignment
Effective quality
improvement
Consolidation of the level reached
i.e. baseline
Timescale
© Crown copyright 2007 Reproduced under licence from OGC
9Digicomp Academy AG
Wisdom Data
InformationKnowledge
1.Identify the strategy for
improvement
• Vision
• Business need
• Strategy
• Tactical goals• Operational goals
2. Define what you will
measure
7. Implement improvement 3. Gather the data
• Who? How? When?
• Criteria to
evaluateintegrity
of data• Operational goals
• Service measurement
6. Present and use the
information
• Assessment summary
• Action plans
• Etc.
5. Analyse the information
and data
• Trends?
• Targets?
• Improvements required?
4. Process the
data• Frequency?
• Format?
• Tools and systems?
• Accuracy?
CHECK
DOACT
PLAN
© Crown copyright 2007 Reproduced under licence from OGC
Case Study Analyse QualitativeMinimarisk RichemontServiceDesk / IncidentManagement AssessmentMinimarisk – Raphael Rues
11Digicomp Academy AG
Evaluation Utilisateurs (500 personnes)
12Digicomp Academy AG
Récommandations et Implementations
13Digicomp Academy AG
Merci
Contact:
Minimarisk Sàrl/Gmbh
Raphael Rues
Senior Partner
Route de Buchillon 35 - PF 173
CH-1162 St-Prex VD
Phone: +41 79 292 69 03
E-Mail: [email protected]