TICSS Implementation Process

The International Customer Service Standard (TICSS) implementation process consists of the following phases:

Phase I. - Preparation Stage
Phase II. - Gap Analysis and Project Planning
Phase III. - Strategy Development
Phase IV. - Strategy Implementation
Phase V. - Re-assessment and Measurement
Phase VI. - Certification

ImplementationProcess

Phase I. - Preparation Stage

In order to ensure a successful implementation process and to achieve a high service quality performance it is essential to clearly define the project objectives, agree on the project structure and establish clear communication between all stakeholders.

Steps of Preparation Stage:

  1. Appoint a Customer Service Quality Executive/Manager (part of the top management) as a point of contact for TICSI and who is responsible for the implementation project
  2. Define the objectives of the implementation project
  3. Prepare the implementation plan
  4. Ensure communication of top management's commitment
  5. Communicate TICSS Customer Service Improvement Cycle to all employees
  6. Communicate the objectives and the implementation plan to all employees

Phase II. - Addressing TICSS Requirements

During this initial assessment the organisation identifies the gaps between actual performance and Customer Service Excellence.

Steps of Gap Analysis and Project Planning:

  1. TICSS Initial  Assessment  (first Service Quality Performance Assessment)
  2. Analysis of current measurement practices and conduct performance measurement (according to TICSS requirements):
    a. Public Perception Analysis
    b. Customer Segmentation
    c. Customer Experience Measurement
    d. Customer Complaint Feedback Analysis
    e. Customer Value Analysis
    f. Competitor Analysis
    g. Delivery Channel Assessment
    h. Employee Engagement Measurement
  3. Identify the strengths and areas for improvement based on the findings of the initial service quality assessment
  4. Refine and detail the implementation plan based on results
  5. Communicate the measurement results to all employees
  6. Communicate the action plan (updated implementation plan) to all employees

Phase III. - Strategy Development

The organisation will develop and document its strategy for a customer focused approach, through the creation of high level policies and standards which are to be communicated to all employees and where applicable, customers.

Steps of Strategy Development:

  1. Develop (review) the Strategic Intent of the organisation
  2. Develop (review) the organisational policies and charters:
    a. HR, Development and Training Policies
    b. Health and Safety Policies
    c. Continuous Improvement Policy
  3. Develop (review) Customer Service Charter
  4. Develop (review) Customer Service Delivery Standards
  5. Communicate the strategic intent, the organisational policies, the customer service charter and the standard to all employees

Phase IV. - Strategy Implementation

The organisation will ensure that the defined strategies are duly implemented throughout the organisation, the employees are suitably educated with respect to customer service provision and that suitable systems are in place for providing and receiving services.

Steps of Implementation:

  1. Develop (review) and map the organisation's key customer service processes:
    a. Customer experience related processes
    b. Customer feedback collection
    c. Employee recruitment, selection and training
    d. After sales services
    e. General risk and work/customer environment assessment
    f. Employee feedback collection
    g. Internal process assessment
    h. TICSS implementation and online customer service assessment
    i. Performance measurement
    j. Quality control
  2. (Develop and) Implement an internal process assessment system
  3. Communicate and train employees on relevant processes
  4. Provide customer service training to all employees
  5. (Develop and) Implement a customer education program
  6. Conduct Employee Knowledge Assessments and develop individual training plans according to the result
  7. (Develop and) Implement a reward and recognition program and an appraisal system
  8. (Develop and) Implement customer and employee feedback  schemes
  9. Carry out general risk assessment and work/customer environment assessment and implement precautions according to the findings

Phase V. - Re-assessment and Measurement

The organisation will reassess its service quality performance against TICSS and carry out a second set of measurements to identify improvements which have resulted from the previous phases and identifying any remaining shortfalls.

Steps of Re-assessment and Measurement:

  1. TICSS pre-certification assessment  (Second Service Quality Performance Assessment)
  2. Conduct a second performance measurement:
    a. Public Perception Analysis
    b. Customer Segmentation
    c. Customer Experience Measurement
    d. Employee Engagement Measurement
    e. Value Moments Evaluation
    f. Customer Value Analysis
    g. Competitor Analysis
    h. Service Quality Benchmarking
  3. Collection of the results of employee and customer feedback systems
  4. Analysis of  the results of the assessments and performance measurement and identify areas for further improvement
  5. Develop an action plan (update implementation plan) based on results
  6. Communicate the measurement results and the action plan to all employees
  7. Carry out the "corrective actions" identified

Phase VI. - Certification

The organisations success in customer service will be recognised through certification by an independent certification body who will determine whether they have fulfilled the mandatory criteria of TICSS and demonstrated a good understanding of customers and the market environment.  Successful organisations will be awarded a certificate.  Following from the certification, outcomes will be analysed and a continuous improvement roadmap developed.

Steps for Certification:

  1. Preparation of a Statement of Intent (and required documentation) for the certification
  2. Application for certification
  3. Preparation  for the certification body during the assessment
  4. Certification assessment
  5. Analyse the assessment results of the certification assessment
  6. Develop a post certification improvement roadmap to start the cycle of continuous customer service improvement