Relais Colis
Recherche de Documents : Relais Colis. Recherche parmi 298 000+ dissertationsPar dhm104206 • 23 Juin 2014 • 281 Mots (2 Pages) • 784 Vues
Nominated Key Account Manager at Relais colis who will act as the main entry point and a nominated customer service person in Relais Colis Key account management.
Directly sponsored internally by Relais Colis General Manager + dedicated project manager
After the implementation phase finished, we propose the following KAM process to manage and improve the performance :
Day to day (managed by key account desk)
Proactive management: missing parcel and non-delivered review and alert
Re active management: missed appoint and claim review to launch accurate corrective actions.
Weekly review (with KAD and KAM; phone conference)
KPI review of w-1
Action plan definition to fix potential problems
w-1 action plan review
Monthly review (with KAM and KAD)
KPI review and analysis
Claims review and analysis
Action plan review and priorisation
Discussion on process improvement
Quarterly Steering committee (KAM and Sponsor)
Review on the last 3 months
Customer satisfaction analysis
Discussion on process improvement and innovation
Deep dive into one topic
Nominated Key Account Manager at Relais colis who will act as the main entry point and a nominated customer service person in Relais Colis Key account management.
Directly sponsored internally by Relais Colis General Manager + dedicated project manager
After the implementation phase finished, we propose the following KAM process to manage and improve the performance :
Day to day (managed by key account desk)
Proactive management: missing parcel and non-delivered review and alert
Re active management: missed appoint and claim review to launch accurate corrective actions.
Weekly review (with KAD and KAM; phone conference)
KPI review of w-1
Action plan definition to fix potential problems
w-1 action plan review
Monthly review (with KAM and KAD)
KPI review and analysis
Claims review and analysis
Action plan review and priorisation
Discussion on process improvement
Quarterly Steering committee (KAM and Sponsor)
Review on the last 3 months
Customer satisfaction analysis
Discussion on process improvement and innovation
Deep dive into
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