What is Audit360?
Audit360 is a health check. It is the primary means of understanding whether your customer services are being delivered as promised to your customers, and if they are being delivered cost-effectively.
The goal of a service audit is to find opportunities to improve service and reduce costs. We thoroughly review the resources and costs involved in delivering services and then assess how successfully these are translated into great service and customer satisfaction. We also scrutinise all costs associated with service delivery and extract savings to make the operation more efficient.
Audit360 can focus on a single customer’s services and it can also be used to find opportunities to improve service and reduce costs across all your services.
Why would I need a service audit?
How do you know you are delivering the best possible service at the lowest possible cost? A service audit will not only reveal opportunities for improving service, it will also show you where you can save money.
Many companies find it difficult to deliver great service and many more find it harder to do this cost-effectively. Throwing money at a problem is easy, but combining excellent service with cost-efficient delivery is much harder.
Reducing cost is a key objective for most organisations. There are often numerous ways of achieving cost reductions including streamlining processes, reducing headcount, effective procurement, automating tasks and avoiding costs due to service outages. But many companies find that reducing costs results in reduced service levels. This doesn’t need to be the case if the cost reduction is managed from a service-led perspective. Using our knowledge, experience and our toolkit, HawkCX will reduce cost and simultaneously improve service.
So in essence a Audit360 gives you the opportunity to understand how you can deliver better service and save money. So let HawkCX can help you reduce costs and improve service delivery.
How does Audit360 provide opportunities to improve service and save money?
By thoroughly reviewing the resources and activities used to deliver your customers’ services, and the costs, we build a full understanding of the ingredients (i.e. inputs) that are used to deliver service. We then look at the output of service delivery by reviewing service performance data, equipment performance and customer feedback.
This provides a complete picture of the “inputs and outputs”. We use our knowledge, experience and HawkCX toolkit to develop a service improvement plan which will deliver better service for your customer and at the same time reduce your costs.tastic way to develop a well-tested plan that is ‘bought-into’ by most people.
When would you use Audit360?
A service audit can be conducted at anytime – the sooner you start, the sooner you will start delivering better and reducing your costs. Companies may consider carrying out a service audit in the following situations:
- Customer complaints or new customer experience programme;
- Significant outages perhaps unexplained or continuing;
- Customer survey indicates unhappy customers about to defect;
- Need to cut costs;
- Integration of companies or operational facilities.
Audit360 is also useful to instil customer confidence in your services following an outage. In this case the outage is thoroughly reviewed to establish the root cause and we will propose measures that can be put in place to avoid a recurrence.
What does a Audit360 cover?
Audit360 essentially reviews all aspects of a service (or set of services) to ensure the service is being delivered as promised to the customer. Time taken will depend on the complexity of a service and the number of services to be audited and essentially covers the following elements:
- processes for managing the service;
- people skills and training needs;
- system health and maintenance regimes;
- communication, reporting and escalation;
- back-up systems, information systems and business continuity;
- all related costs.
What is involved in carrying out Audit360?
The audit is broken into a few simple steps
Fact finding: all information relevant to the service is gathered, from contracts, outage reports, meetings, telemetry, planned works, supplier information and financial costs. If required we can also talk to customers, employees and suppliers about the service. This will give us the best all-round picture of how a service is being run. Clearly there may be sensitivities involved in which case we will be guided by the client’s wishes.
Analysis: the information gathered under Step 1 is then analysed systematically. This enables all aspects of a service to be reviewed in as much detail as required.
- We review service performance including availability, equipment reliability, early life failures, outages, including root cause analysis of outages.
- We also review relevant processes for their usability and effectiveness. Processes provide guidance and steps required to manage a task or set of tasks. Evidence of continuous improvement is explored to gauge if people regularly look for ways to improve the processes they use to manage services.
- Peoples’ skills and experience to manage the service is assessed. This covers team capability and also whether these capabilities are present at the right time and in the right quantity required to deliver the service.
- Information systems involved in delivering the service are reviewed as well as the data required to manage services.
- We also assess technical systems and infrastructure including preventative and reactive maintenance routines and resources.
- Communications materials and processes are assessed including distribution and timeliness.
- Supplier performance is reviewed and depending on the critical nature of the service provided all steps described above will be covered.
- We review all costs involved in delivering services, including direct costs and overheads, looking for opportunities to save money.
Report and presentation: results from the audit are presented in a report which clearly outlines the result of the audit including facts found under Step 1 and analysis under Step 2. Recommendations are covered in detail with suggestions for improvements, actions, targets and cost savings. A presentation of the work done and recommendations is available for audiences as required.
If required HawkCX can put together a programme of improvements using the HawkCX toolkit:
- Service Improvement and Cost Reduction Programme
- Business Continuity Programme
- Key Supplier Management
- Process Improvement