Improving strategic change delivery for aftermarket service operations

• Main Author: Gonzales, Jonathan G.
• Format: text
• Language: English
• Published: Animo Repository 2019
• Subjects: Customer relations—Management; Customer relations—Management—Data processing; Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/6752
• Institution: De La Salle University

This action research explores the interactions of the aftermarket service operations (AMSO) business users to the new customer relationship management (CRM) system Cloud for Customer (C4C) as a replacement to their old CRM system. The action research aimed to address the user adaptation issue of AMSO business users and discusses their initial appraisal which led to various issues to surface: special queries, new ticket types, and special reports for individual business users and business units. The AMSO business user issues were collated and included as part of the first action research cycle covering the change request process. This covers the preparation, diagnosis, and review of the system issues. The resulting proposed action based on the identified lack of visibility on business and operational performance for AMSO is the development of key performance indicators (KPI) “tiles” in the C4C system. This can be viewed by AMSO business users and customized reports are embedded in each tile. The second action research cycle covers the KPI governance part of performance management. This covers three elements: people, process, and technology. The KPI governance matrix was implemented and assigned individuals in AMSO were set to be responsible for the result of their respective KPI tiles. The process of generating reports were also discussed together with the extraction of the different reports that were customized depending on their business roles: call center, internal administrator, internal employee, and business partners (BPs). The result was a set of customized KPI tiles at the business role level covering four major parts in the ticket lifecycle: customer interaction, customer escalation, work ticket (dispatch), parts management and logistics. The action research discussed the causal relationship between initial appraisal, change request, change delivery, and the succeeding appraisal of the business users of AMSO.