News
Issue No. 35 - June/July 2007
Success requires a framework
In May, corporate efficiency expert SAI Global came to SA to offer its well-known Business Excellence Framework training modules.
SAI’s local representative, Natasha Malani says the Framework applies to organizations public and private and offers the City of Marion as an example of what can be achieved by taut procedure and good planning.
Marion CEO Mark Searle says his local government wanted to achieve best practice improvement to the customer service sector. Applying the Framework’s CRM approach “saw immediate positive results” Mark says.
Successful handling of phone requests rose from 75% to 95.4%. After two years the council had answered 95% of calls within the first five rings – up from 80% - and the abandoned call rate was reduced to an all-time low of 1.4%. It was a huge improvement on the 10-15% abandoned call rate measured before the Framework was applied to the system.
“Before the year 2000 we had to address a financial operating deficit in excess of 10%,” Mark said. “In the last financial year, the council posted an operating surplus. This was achieved one year ahead of our five-year schedule.
“Previously we didn’t have much data on the quality of services. We hit a block – a block of well intentioned but not highly organised intervention. Now we use the business excellence tools to get people more effectively engaged and involved in their own workplace.
“As a result, employee turnover has ...
