To identify key customer touch-points across the global operation and define best-practice service templates for each, in the context of employee considerations and constraints.
A global qualitative project was conducted amongst both freight-forwarder customers and BAWC employees, diagnosing priorities for remedial action and identifying service solutions at each point. A subsequent global quantification stage produced performance indices to enable on-going monitoring of service enhancement.
Development of performance templates and dashboard style KPI reporting enabled the production of service-focused communications strategy and change management programme within BAWC.
