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  • Service Management

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    Allan Gunawan
    53 Ansichten14 Seiten
    The document outlines the contents of a presentation on improving the customer experience at the Southern Provincial Hospice. It includes sections on theory, a case introduction, an experience statement, issues and how to overcome them. It discusses negative emotions detected among customers, a lack of focus on relatives, and long waiting times. It presents recommendations to map the customer journey and emotions, change front-office activities to back-office processes to reduce risk and improve social interaction. Diagrams compare the current and new customer journey maps and emotion maps.

    Originalbeschreibung:

    southern prncpal hospice

    Originaltitel

    service management

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    The document outlines the contents of a presentation on improving the customer experience at the Southern Provincial Hospice. It includes sections on theory, a case introduction, an experience statement, issues and how to overcome them. It discusses negative emotions detected among customers, a lack of focus on relatives, and long waiting times. It presents recommendations to map the customer journey and emotions, change front-office activities to back-office processes to reduce risk and improve social interaction. Diagrams compare the current and new customer journey maps and emotion maps.

    Copyright:

    © All Rights Reserved
    Als PDF, TXT herunterladen oder online auf Scribd lesen
    Markieren Sie unangemessene Inhalte
    53 Ansichten14 Seiten

    Service Management

    Hochgeladen von

    Allan Gunawan
    The document outlines the contents of a presentation on improving the customer experience at the Southern Provincial Hospice. It includes sections on theory, a case introduction, an experience statement, issues and how to overcome them. It discusses negative emotions detected among customers, a lack of focus on relatives, and long waiting times. It presents recommendations to map the customer journey and emotions, change front-office activities to back-office processes to reduce risk and improve social interaction. Diagrams compare the current and new customer journey maps and emotion maps.

    Copyright:

    © All Rights Reserved
    Als PDF, TXT herunterladen oder online auf Scribd lesen
    Markieren Sie unangemessene Inhalte
    von 14

    The Southern Provincial Hospice

    Fransiskus Allan Gunawan


    Indra Tangkas P. Sinaga
    CONTENTS
    01 THEORY

    CASE INTRODUCTION
    02
    03 EXPERIENCE STATEMENT

    ISSUES & HOW TO OVERCOME


    04
    THEORY
    St
    CASE INTRODUCTION

    EXPERIENCE STATEMENT

    ISSUES & HOW TO OVERCOME


    COSTUMER EXPERIENCE STATEMENT

    ‘The customer will have total confidence in us, they will be treated as
    special and valued customers and can enjoy total piece of mind
    CHANGING FRONT-OFFICE AND BACK-OFFICE ACTIVITIES
    RISK AND COSTUMER EXPERIENCE

    COSTUMER JOURNEY MAPPING & EMOTION


    THEORY
    nd
    CASE INTRODUCTION

    EXPERIENCE STATEMENT

    ISSUES & HOW TO OVERCOME


    Introduction
    THEORY
    rd
    CASE INTRODUCTION

    EXPERIENCE STATEMENT

    ISSUES & HOW TO OVERCOME


    EXPERIENCE STATEMENT

    Your family will be safe and embrace with


    warm and care, we assure you too that your
    family will be get the best till heaven call.
    THEORY
    th
    CASE INTRODUCTION

    EXPERIENCE STATEMENT

    ISSUES & HOW TO OVERCOME


    ISSUE

    • Negative emotion that is detected at several stage those are:


    stressful, embarrassed, anxious and confused.
    • Major attention focus on patient and insufficient thought was given
    to the relatives/carer.
    • Longer waiting time because of patient have to waiting for senior
    nurse or doctor to come and involved a lot of box ticking.
    • Inconsistent manner and rushed manner for particular issues.
    RECOMMENDATION

    Current Costumer Journey Map & Emotion Map Southern Provincial Hospice

    New Costumer Journey Map & Emotion Map Southern Provincial Hospice
    RECOMMENDATION

    Changing Front-Office Processes


    Costumer-perceived Risk To Back-Office Processes
    and
    Social Interaction
    High
    Social Interaction

    ● Current Southern Provincial Hospice


    ● New Southern Provincial Hospice

    Low Perceived Risk High


    THANKS
    Thank you for watching , Morning for PPT

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