service excellence

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ICTICTMENUJU SERVICE EXCELLENCEMENUJU SERVICE EXCELLENCEICTICTMENUJU SERVICE EXCELLENCEMENUJU SERVICE EXCELLENCE

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Saptawati Iriani – UD&TS ManagerJakarta, Maret 2014

Bangkitkan Energi Negeri

Lingkup Pekerjaan ICT

Footer Page Number

Cita-cita

Pelayanan yang sangat baik

Pelayanan terbaik

Definisi Service Excellence

Tujuh Strategi Menuju Service Excellence

Source : Catherine DeVrye (1997)

Membangun Service Excellence

Parameter : Customer Satisfaction

Customer Satisfaction

KINERJA HARAPAN

Tingkat perasaan customer setelah membandingkan kinerja (hasil) dengan harapan

Kunci : mengenali customer

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Harapan Customer

Quote

If you make customers unhappy in the physical world, they might each tell 6 friends.If you make customers unhappy on the Internet, they can each tell 6,000 friends.(Jeff Bezos)

Customers don’t expect you to be perfect.They do expect you to fix things when they go wrong.(Donald Porter)

Spirit

If you make customers unhappy in the physical world, they might each tell 6 friends.If you make customers unhappy on the Internet, they can each tell 6,000 friends.(Jeff Bezos)To my customer,I may not have the answer, but I’ll find it.I may not have the time, but I’ll make it.(Unknown)

WE ARE TEAM

Coming together is beginningKeeping together is process

Working together is S U C C E S S(Henry Ford)

• Jadikan kerja kita sebagai ibadah

• Bekerja dengan ikhlas dan cerdas

• Memberikan kinerja / layanan terbaik

karena sebaik-baik manusia adalah yang paling

bermanfaat

• Saling menolong dalam kebaikan

Reminder….agar tidak sia-sia perjalanan kita

TERIMATERIMA KASIHKASIH