CUS 2015

Esteban Betancourt Garcia
Mind Map by Esteban Betancourt Garcia, updated more than 1 year ago
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plan de trabajo 2015
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CUS 2015
1 Proactive CARE approach
1.1 Simplification
1.1.1 redifine the topics to discuss on weekly calls
2 Win where we target
2.1 Cost leadership
2.1.1 contracts revision with SAL
2.1.2 waiver contro
2.1.3 claim /service recovery
2.1.4 longstanding follow up
2.1.5 Downfalls ration
2.2 A winning team
2.2.1 work on anchors
2.2.2 define pipeline
2.2.3 1on 1 planing for 2015
2.2.4 colistening and feedback
2.2.5 cross functional tranings
2.2.6 emotional salaries
2.2.7 gemba
2.3 Comercial excellence
2.3.1 onboarding and offboarding customers. PREMIUM
2.3.2 use 2014 baseline for 2015 and stablish a target along with GSC
2.3.3 my phone implementation
2.3.4 train other function my phone
2.3.5 provide visibility /Phone
2.3.6 develop service excellence program
2.3.7 colistening and feedback session
2.3.8 implement actions derived from survey results
2.3.9 Brokers Training at ports
2.3.10 Outbound Calls proposal
2.3.11 Customer Handbook
3 Deliver the Volume
3.1 Comercial excellence
3.1.1 Ask 4 more initiatives
3.1.2 daily huddle
3.1.3 BIZ nowledge/ workshops
3.1.4 review performance from Premium/care
3.1.5 onboarding msg
3.1.6 rumour center
3.1.7 Customers in Onboarding
3.1.8 sales leads
3.2 Simplification
3.2.1 AFLS
4 Deliver simplification as per plan
4.1 Simplification
4.1.1 case management inplementation
4.1.1.1 stick on implementation plan
4.1.1.2 maria andrea VZU-TRN and COL
4.1.1.3 redirect SL email through acknowledgements
4.1.1.4 case management traning
4.1.1.5 case management workshop
4.1.1.6 Core experts US gemba
4.1.1.7 CE traning in countries
4.1.1.8 gather Voc for feedback
4.1.1.9 define baseline and agree with OTCS
4.1.2 saleforce.com workshop
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