DISCUSSION ON QUALITY CUSTOMER SERVICE PPF’S STAKEHOLDERS MEETING (2008) DISCUSSION ON QUALITY CUSTOMER SERVICE Name of Discussant Dr. Elisante Ole Gabriel +255-784-455499 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

Layout of the Discussion The reflection on what the Author has presented Service Vs Physical Products The Pillars of Strategic Customer Service What Value is PPF offering? Service & Quality Mgt Challenges of Customer Service at National Level The challenges of Customer service at PPF Guiding Questions & Exercise to participants CONCLUSION 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

THE KEY ISSUES FROM THE PRESENTER (Dr. Diana Mbwiru) The Business Environment is competitive The Service is an intangible product with unique characteristics – Manage with care! Communication & Efficiency ought to be in the service delivery process Communication is about Co-creation of meaning (Gabriel, 2006) PPF needs to be proactive not reactive (Days of monopoly are gone and will never come back!) 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

THREE PILLARS OF STRATEGIC CUSTOMER SERVICE MANAGEMENT + EMPLOYEES + CUSTOMERS = STRATEGIC SATISFACTION MANAGEMENT External Marketing Internal Marketing Strategic satisfaction CUSTOMERS EMPLOYEES Interactive Marketing 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

THREE PILLARS OF PPF CUSTOMER SERVICE CHAIN PPT MGT + EMPLOYERS + EMPLOYEES = MUTUAL BENEFITS PPF MGT External Marketing Internal Marketing MUTUAL BENEFITS EMPLOYEES EMPLOYERS Interactive Marketing 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

CUSTOMER DELIVERED VALUE FOR PPF A Customer is not buying the products but VALUES! A customer should not just be satisfied but delighted (Exceed the expectations) Satisfaction is by Customer Delivered Value CDV = Customer value (CV) – Customer Cost (CC) How is PPF addressing the concept of CDV? Is PPF thinking of reducing unemployment? Recycling of labour?, Productivity Vs Production? 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net SERVICE QUALITY MGT Determinants of Service Quality; Reliability, Preparedness, Competence, Availability, Courtesy, Communication, Credibility, Safety, Understanding, Service cape 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net UNRELIABLE SERVICE 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

STRANDED AND DISAPPOINTED CUSTOMERS IN TRANSPORT 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

SYNERGY; PPF +EMPLOYERS + EMPLOYEES PPF MGT EMPLOYEES SYNEGISTIC ADVANTAGE 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

Criteria of Good Perceived ServQual (By Gronroos, 1987) Professionalism Attitude Accessibility Trustworthiness Recovery Reputation (Brand Equity) 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

Practical Challenges of Strategic Customer Care – TZ Perspective Lack of innovative and creative ideas More focus on Position than contribution Selling products NOT Values Poor and mismanaged resources + Corruption Poor Value chain (Production & Decision) 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

General Challenges Cont… Performance of Supporting Institutions (E.g TANESCO, DAWASA, MORUWASA, ARUWASA, TRANSPORT, etc) Lack of confidence to ourselves, hence feeling better managed by foreigners (Colonized mindset) Poverty ideology + Poor new ideas (Mawazo ya kimasikini na Umasikini wa mawazo). Poor Pricing Strategies. AND.. Lack of managing the ‘software part’ of a human being. 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

CHALLENGES OF CUSTOMER SERVICE AT PPF What is the Sustainable Competitive Advantage of PF (if any?) Collection of Feedback Competition After Sales Service Dynamic Perception of customers Political pressures & other Macro-factors Lead time in every transaction, etc 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

How to build A Good Customer Service Chain? Understand the needs of your customers Make sure there is Social Capital, Moral capital & Organisation Culture Ensure that you understand the initial point of the process hence to determine Lead time effectively Mind the speed of change of Technology (…Hi-Tech taking the world to unknown destination) 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

Building a customer Service …. Never reprimand your juniors with his/her juniors ‘It does not matter whether a cat is black or white, provided it catches mice, it is a cat’” contribution > position Positions are temporary, contributing and change are permanent Customers are different and their differences are different hence treat them differently (if your kids are different, how much more r customers?) 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

Remarks on MANAGING THE FUTURE OF PPF Ensure a strategic pricing policy Training of staff on various issues hence to be competent and courteous all the time The application of ICT can make an impact (Use the Burundi & Botswana model) Using the Television media on regular basis for market education Make sure there is synergy within the management and again with PPF employees hence external customers. 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net CONCLUSION We are all future pensioners hence let us make the system better even for our ‘tomorrow’ The management of PPF in terms of customer care ought to be effective and efficient (not otherwise)…AND Organisations which ignore the value of customer service are destined to fail, ‘the question is not whether but just when!’ 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

The Ending note… PPF should …. Make Customer Service part of organizational Culture for synergy Offer ‘super customer’ service for premium Prices. AND Manage the complaints strategically www.olegabriel.com, elisante_gabriel@yahoo.com 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net

Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net GUIDING QUESTIONS The questions will be designed and given to the participants to discuss during the discussion session Participants shall fill their responses in the papers provided so that the same can be analyzed professionally even after the meeting. We shall all need to comment on what should be done to make the customer Service of PPF the best in the social security industry. 9/22/2018 Discussant, Dr. E. Ole Gabriel: 0784-455499, www.edenconsult.net