The External Customer Toolkit

The External Customer ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to implement External Customer in your organization with 20 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of External Customer by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
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Put together by The Art of Service’s industry experts and providing ready to use documents, this valuable kit takes the reader beyond the theoretical to focus on the real benefits and deliverables of External Customer and how to apply them successfully within an organization.
This innovative set of documents and ready-to-use templates will provide you with a head start for both learning and applying of a External Customer approach that meets today’s standards. It is tailor-fit for professionals who don’t have the time or resources at hand to develop the required templates and structure for implementation.
The Complete External Customer Toolkit Includes the following 20 resources:
1.File: Charging Policies.doc – Summary: IT needs to work with the business to help it reduce its cost of IT and be capable of adapting to any changes in IT usage which the business may make as a result of charging. Wordcount: 1063
2.File: 13 360-Degree Feedback.doc – Summary: 360-degree feedback is a method and a tool that provides each employee the opportunity to receive performance feedback from his or her supervisor and four to eight peers, reporting staff members, coworkers and customers. Wordcount: 2278
3.File: 01A Service Organization Policy.doc – Summary: To empower you in the creation process, this document provides some background information regarding the subject area, including considerations to be addressed within the policy itself; however, this is your policy and should reflect the goals, objectives, and guiding principles of your organization. Wordcount: 1177
4.File: 08 Charging Policies.doc – Summary: The purpose of this document is to provide the <> with background information and considerations related to a charging policy with the intent of developing an effective policy within the service environment. Wordcount: 1754
5.File: 04 Service Desk-Example Job Description.doc – Summary: The Service Desk essentially becomes the face of the IT organization as the first point of contact, so it is important that it is run effectively and provides quality service to customers and end users. Wordcount: 443
6.File: 03 Process Mapping.docx – Summary: Analysis can be done on individual incidents over a time period and provide more detail, but for understanding how Value Add charts can be used effectively, collapsing incidents into meaningful categories is helpful: this allows us to delineate between hardware-based incidents and other type of incidents. Wordcount: 5975
7.File: Starter Kit Document.doc – Summary: Firstly let us start with a common understanding of the term business process as used in this document – �a sequence of linked activities that recognizes a need (external or internal to the company), takes the necessary steps to deliver a solution, and instigates appropriate complementary action�. Wordcount: 17548
8.File: Project Draft.doc – Summary: The purpose of this project is to implement IT Service Management processes and a supporting software tool to help enable IT&T align IT Services to the needs of the business in such a way that Ingeus can continue to meet the Key Priorities and Critical Success Factors as outlined in the Strategic Plan for 2004 � 2007. Wordcount: 2900
9.File: SBMS-MSAP-FY04.doc – Summary: Requirements Management: Complete SAM Action Plan item for making explicit link from requirements to SBMS or other organizational documents; also, review and update training program as described in second bullet above. Wordcount: 469
10.File: FIN9500 Objectives and Goals.doc – Summary: If the customer is aware of the impact of the cost of extensive usage of a service, the customer is better positioned to apply constraints based on business rules to only use the resources necessary to sustain the business. Wordcount: 459
11.File: VB IPAD EN 0107.pdf – Summary: A. change the service hours in the SLAs by 3 hours as this is a new business requirement B. initiate a Service Improvement Program (SIP) to meet the new business requirements C. review the Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) Wordcount: 15750
12.File: SixSigma Starter Kit Document.txt – Summary: Firstly let us start with a common understanding of the term business process as used in this document – �a sequence of linked activities that recognises a need (external or internal to the company), takes the necessary steps to deliver a solution, and instigates appropriate complementary action�. Wordcount: 18117
13.File: CSI – Principles.ppt – Summary: “We don’t need to change, we’ve always done it this way and its worked fine most of the time” Wordcount: 987
14.File: Outsourcing Transition Plan.doc – Summary: To continue the example, the provider might offer 10 percent less in salary, a more suitable benefits package that costs the provider 10 percent less, and a "pay for performance" bonus of 20�40 percent (some of which should be guaranteed the first year, to keep the employees’ existing base compensation whole). Wordcount: 3985
15.File: ISO IEC 20000 Presentation.ppt – Summary: An integrated known error database should be used to store details of previous incidents/problems and their resolutions – so that any recurrences can be more quickly diagnosed and fixed.�Wordcount: 2671
16.File: Help Desk-Example Job Description.doc – Summary: The Help Desk essentially becomes the face of the IT organization, so it is important that it is run effectively and provides quality service to customers and end-users. Wordcount: 404
17.File: 04 Help Desk-Example Job Description.doc – Summary: The Help Desk essentially becomes the face of the IT organization, so it is important that it is run effectively and provides quality service to customers and end users. Wordcount: 430
18.File: 360 Degree Feedback.docx – Summary: 360 degree feedback is a method and a tool that provides each employee the opportunity to receive performance feedback from his or her supervisor and four to eight peers, reporting staff members, coworkers and customers. Wordcount: 1461
19.File: CSI Lifecycle Phase Introduction Presentation.ppt – Summary: Aspects which are internal to the organization such as organizational structures, culture, capacity to accept change, existing and projected staffing levels, union rules etc. Wordcount: 687
20.File: 02 Roles and Responsibilities-360 Degree Feedback.doc – Summary: 360-degree feedback is a method and a tool that provides each employee the opportunity to receive performance feedback from his or her supervisor and four to eight peers, reporting staff members, coworkers and customers. Wordcount: 1464
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for External Customer.
The kit is designed for those who need or are looking for awareness or skills, but simply don’t have time to develop the necessary templates and structure for the implementation.
The kit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.
The External Customer toolkit:
1. Contains 20 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of External Customer
2. Is scalable to any size and type of project or organization
3. Provides blueprints, templates and documents – ready to download and apply
4. Saves you time and budget
Buy with confidence, the External Customer toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $121.82 Get it now for just $67.0 ! Save $54.82 (45%)
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