Page 38 - CRSOD journey towards excellence

2 1 Identify Customers Needs and Measure Satisfaction
Customer Centric Strategy
O&BS Quality Assurance team conducted a a a a compliance assessment to measure the Customer Centric Strategy
implementation in in CRISOD in in ID & Sticker Community/ Industrial Gates and Visitor Office areas A total of 24 major action
items were assigned for the following:
• Standard procedures / / / / processes / / / / checklists / / / / operation manuals / / / / internal guidelines pertaining to to to Customer Centric Strategy
(voice of the customer staff empowerment compliance and monitoring) • Customer satisfaction survey survey reports including action
action
plan (comprehensive surveys after- service surveys surveys surveys happy happy / not happy happy surveys surveys surveys and any other available surveys) • Customer needs matrix • Customer experience KPIs • Frontline staff (including contractor employees) job descriptions roles and responsibilities and their training history pertaining to to to customer services • Management meetings with frontline staff pertaining to to customer services A team was formed by by the the Department Manager led by by the the OE coordinator and RSOD ID supervisor who successfully closed all the addressed actions Riyadh ID Office Area
Number of actions 13
11
24 Number of closed actions 13
11
24 Riyadh Visitor office & Industrial and Community Gates Total
38
Customer Focus