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Quality of Service and Customer Services

Quality of Service and Customer Services. Colombia. Juan Carlos Arjona, Commercial Vice President. Strategic Outlook 2012 – Deceval in the future. Company of the Future - Vision. Results. Strategic Support Strategic Objectives Key Factors. Current Business Improvement. Today. time.

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Quality of Service and Customer Services

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  1. Quality of Service and Customer Services Colombia Juan Carlos Arjona, Commercial Vice President

  2. Strategic Outlook 2012 – Deceval in the future Company of the Future - Vision Results Strategic Support Strategic Objectives Key Factors Current Business Improvement Today time High Quality for Customer Service

  3. Strategic Outlook 2012 – Vision Corporate Vision – A dream for the future To be recognized by our interest groups (customers) as experts in obtaining comprehensive solutions for the management of instruments that are representative of their rights. High Quality for Customer Service

  4. 1 Provide an excellent service, thereby satisfying our customer’s needs at the highest achievable level. 2 Design a business strategy based on continuous improvement in our processes, products and services. 3 Reach high technology standards in order to provide our customers with an efficient and safe system that will support the fluidity of the market. 4 Provide Human Resources with the necessary skills to improve the performance of corporate responsibilities in order to carry out the strategies. 5 Obtain economic and financial results that will guarantee a sustained long term profitability for the shareholders. Strategic Outlook 2012 OBJECTIVES DESIGNED FOR THE CUSTOMER High Quality for Customer Service

  5. Deceval’s Image and Services Personal-Values Technical-rational Values Expectations –Personal & rational Rating Security (4.74) Trust (4.68) Planning for the Future (4.47) Excellent Sobriety (4.68) Soundness (4.66) Technology (4.35) Communications (4.27) Very Good Diverse products (4.26) Good Coverage (4.24) Fair Fees (3.52) Source: CDM Market research company High Quality for Customer Service

  6. Deceval’s Service Satisfaction Index A V E R A G E 43%No change 43% IMPROVED NO CHANGE WORSE 54%Improved 3% 3% Worse 54% High Quality for Customer Service

  7. Customer Service Focus at Deceval Customers Point of contact Feedback Commercial calls Issuers Help desk • Customer services Management • Claims • Against Deceval • Against Customers Call center Call center Shareholders Shareholder’s Office Direct Depositors Call center Commercial calls Indirect Depositors Web Site High Quality for Customer Service

  8. Objectives Designed for Customers OBJECTIVE Objectives are quantified by the company’s Balanced Score Card and consistent with its business strategy 2007 - 2012 1. Customer satisfaction. 2. Strengthen and enhance existing products 3. Design new products and services. 4. Technological enhancement 5. Strengthen Human Resources High Quality for Customer Service

  9. Development of New Products and Services 2007 Dematerialization of promissory notes Back Office of joint portfolios Service for temporary securities lending Avance entregables Product for private equity funds Tiempo Implementación Trade in the secondary OTC market Dematerialization of invoices “Development of products and services designed to fit the needs of the market and of our customers” High Quality for Customer Service

  10. Strengthen and Enhance Existing Products 2007 Products and Services • Management of complete TES • Enhance the delivery versus payment unit • Implantation of the national numbering agency • Management of all international securities, establishment of custody services and the development of associated complementary services (Securities lending, currency conversion, reinvestments, repos, short term investments, trade of foreign securities in Colombia) “Enhancement of current products and services in order to meet market and our customer’s needs” High Quality for Customer Service

  11. Technological Enhancement Objectives Activities • Development and launching of the Core System with the Java J2EE Platform • SIID System converted and implemented in accordance with the foreseen timetable • Alignment with Corporate Strategic Planning and the adoption and design of an IT IT Governance model for the company • Developing the program for technological enhancement for 2007 “Provide our customers with an efficient and safe system supporting the market’s liquidity.” High Quality for Customer Service

  12. Enhanced Human Resources • Aligning Human Resources with Deceval’s strategies in the following fields: Management by areas of responsibility Training and company environment Satisfaction Structure “Human Resources, well trained in corporate responsibilities in order to provide an excellent customer service.” High Quality for Customer Service

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