1. DISCUSSION ON QUALITY CUSTOMER SERVICE
PPF’S STAKEHOLDERS MEETING (2008)
DISCUSSION ON QUALITY CUSTOMER SERVICE
Name of Discussant
Dr. Elisante Ole Gabriel
9/22/2018
Discussant, Dr. E. Ole Gabriel: ,

2. 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: ,

3. 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: ,

4. 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: ,

5. 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: ,

6. 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: ,

7. 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: ,

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

9. STRANDED AND DISAPPOINTED CUSTOMERS IN TRANSPORT
9/22/2018
Discussant, Dr. E. Ole Gabriel: ,

10. SYNERGY; PPF +EMPLOYERS + EMPLOYEES
PPF MGT
EMPLOYEES
SYNEGISTIC ADVANTAGE
9/22/2018
Discussant, Dr. E. Ole Gabriel: ,

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

12. 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: ,

13. 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: ,

14. 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: ,

15. 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: ,

16. 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: ,

17. 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: ,

18. 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: ,

19. 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
9/22/2018
Discussant, Dr. E. Ole Gabriel: ,

20. 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: ,