3rd Party Remote Call Monitoring Feature

About two-thirds of software projects fail, according to research from The Standish Group. Though that number may be discouraging, the projects that succeed all have a few things in common, and many of them are tied to executive sponsorship and overall project execution. Too often, organizations don’t put forth a coordinated effort across all levels of management, and this is especially true when it comes to providing a good customer experience.

To consistently deliver a top-notch customer experience, organizations absolutely must coordinate their efforts across the board, including marketing, sales, service, IT, finance, engineering and supply chain teams. Putting energy into a coordinated effort is easier said than done, however, and executive management and vision are the keys to success. This is where the concept of Hoshin Planning comes in, also known as Hoshin Kanri.

Based on early work by Dr. Walter Shewhart at Bell Telephone Laboratories in the 1920s, the Hoshin method is a Japanese strategic planning process that ensures the mission, vision, goals and annual objectives of an organization are communicated and implemented throughout the entire company. The organization is encouraged to collectively develop multiple vision statements along with goals and work plans, which are based on those statements. Progress throughout the organization is then periodically monitored via performance audits.

This theory works extremely well in the customer experience realm since customer service lends itself to some basic and universal goals and metrics. Organizations can keep an internal checklist of how well workers understand and are achieving measurable goals and objectives as well as how often customer experience targets are being met satisfactorily. And in the unique customer service arena, organizations can gauge their progress by getting direct feedback from customers to ensure they are on track and delivering the best levels of customer experience and satisfaction possible.

The tools and technology already exist to deliver a consistently high-level customer experience across the board. By implementing an organizational and managerial philosophy like Hoshin Planning, companies can ensure their goals are being regularly met and customers are experiencing consistently positive and thorough service.