BPM programme & process mapping Matt Selley Customer Care & Quality Manager – UK Sales

First for Steam Solutions Spirax Sarco provide steam solutions through an extensive range of Products, Services and Technical Expertise 5000 employees worldwide, operating in over 100 countries Headquarters in Cheltenham, Gloucestershire Helping our customers meet their efficiency targets, to increase productivity and deliver long term sustainability

My role Customer Care and Quality Manager – UK Sales Remit is to improve the customer experience through process excellence with the aim of delivering world class customer service consistent with our “First for Steam Solutions” positioning

“You don’t know, what you don’t know” Great people working hard but inconsistent processes Understanding that we need good processes to maintain our positioning … realisation of the need for a journey

Acquiring best practice

The need for a Process Library Identified a need for visibility & sharing of maps & supporting material Needed a mechanism for approvals, version control & process governance Recognised that creating maps in their current format was time consuming, they were complex and not easily understood

Discovering Triaster….. Authoring tool for creating process maps Visio based Maps easily understood Workshop approach helps engagement Capture as you go Process Library for sharing and controlling content Web based - accessible to all, “single point of truth” Links to supporting material Version control / approvals Reporting functionality Supports process ownership

Evaluating and Implementing the solution Engaged with Triaster and carried out the evaluation during Q Placed our order in November The implementation planning workshop took place on 1 December Our Process Library went live in January – briefed to the business by the UK Director Project management approach Importance of involving people & engaging people

Process Library – Live 12 January 2012

Theory into practice Service Engineers car stock Warranty returns – UK Sales and UK Supply Field Sales key processes Customer care process pilot (complaints and escalation)

You were satisfied with the speed of resolution of the issue You were satisfied with the outcome of the solution provided The staff involved with the resolution of the issue were professional, helpful and friendly You were kept well informed throughout this issue Customer care process pilot results

Communications and awareness Visible high level sponsorship Focus on improvement not just mapping Involving people YouTube clip