We have just launched our Customer Service Charter during our first QSBM 2008 and this year, my company is embarking on the total Quality Service Transformation in facing the new wave of business challenges.
Over the past 5 years, we have grown from a small company of RM50m to today an average size insurance firm commanding RM283m as at 31/12/2007. This is a 466% growth !
A lot of sacrifices, commitment and determination plus sweats and tears in putting up this record breaking effort year after year.
The new target for this year is RM320m and 2009 is RM360m. As the figure speaks for itself, we are indeed of total retransformation to ensure the team could progress further to achieve another record breaking year. Thus, the QS transformation is very aptly good for our company to deliver highest level of service and not in purely competing in pricing. Staff will be inculcated with the highest understanding of quality service (before and after sales services). There will a lot of reengineering of service flow and benchmarking monitoring process to ensure quality is always on the check.
The biggest challenges is not on servicing the customers but getting staff to be on a good customer mindset and always be professional in their quests of delivery.
In service industry, quality service is the key factor for customer to appreciate the service on long term though price factor may influence the decision of a new customer but not in the long run as customer would normally appreciate the quality of the service. I am for one would choose for quality service when it comes to my decision even when buying the China DVDs :) where I have also being avoiding from buying those DVDs as the quality for newer movies normally is not worth of considering.
What is your choice ? Quality or Price ?
Over the past 5 years, we have grown from a small company of RM50m to today an average size insurance firm commanding RM283m as at 31/12/2007. This is a 466% growth !
A lot of sacrifices, commitment and determination plus sweats and tears in putting up this record breaking effort year after year.
The new target for this year is RM320m and 2009 is RM360m. As the figure speaks for itself, we are indeed of total retransformation to ensure the team could progress further to achieve another record breaking year. Thus, the QS transformation is very aptly good for our company to deliver highest level of service and not in purely competing in pricing. Staff will be inculcated with the highest understanding of quality service (before and after sales services). There will a lot of reengineering of service flow and benchmarking monitoring process to ensure quality is always on the check.
The biggest challenges is not on servicing the customers but getting staff to be on a good customer mindset and always be professional in their quests of delivery.
In service industry, quality service is the key factor for customer to appreciate the service on long term though price factor may influence the decision of a new customer but not in the long run as customer would normally appreciate the quality of the service. I am for one would choose for quality service when it comes to my decision even when buying the China DVDs :) where I have also being avoiding from buying those DVDs as the quality for newer movies normally is not worth of considering.
What is your choice ? Quality or Price ?
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