Serve Efficiently via Improving BPM
Industry: Mobile Network Service
TQM's Principal Consultant Ir. Dr Aaron TONG delivered a 4-day BPM Change Agent Training to CSL's staff
Hong Kong CSL Limited (CSL) is a leading mobile network service provider in Hong Kong. Operating with the spirit of innovative thinking, honesty, reliability, and receptiveness, CSL continuously provides caring and innovative services to its customers. CSL invited TQM to design a series of BPM (Business Process Management) training, targeting to share leading practices in telecommunications and other best practitioners in service industries with CSL's backbone staff and provide improvement project coaching support to them.
Design and deliver a series of BPM Training
Share best practices in customer servicing and service quality
Coach the Process Improvement Project team members to identify and apply tools to resolve issues and problems
Enable substantial improvements
Participants fully understood the knowledge and were able to rethink, utilize and apply the tools learned, and find rooms to improve their workplace and make it perfect
Now, customers only need to spend 15 minutes queueing and completing the New Service Plan Contract instead of over 1 hour in the past.