Service Quality M anagement in Fira Barcelona
Introduction • Complaints are directly related to Exhibitor services sales From To Complaint M anagement Elimination
Objectives eliminate 80% of the improve Exhibitor complaints Satisfaction assist the strategy of increase productivity growth of exhibitor in the customer services sales . service front office
Complaint Elimination Solve Identify sources Detect of complaints Prevent reoccurrence Check Define Action results Plan Implement improvements
Complaint Elimination To identify the potential sources of complaints: • All process were analyzed with all employees involved • Aided by an operations consultancy company
Analysis of processes Service Delivery Chain Service Delivery Chain Purchasing Purchasing Operations Operations Operations Planning Planning Complaint management Customer Customer Services Services Exhibitor Exhibitor Suppliers Suppliers Service Delivery Sales Sales Sales Sales (Space) (Space) (services) (services) Sales
Diagnosis Actions • Vertical Organization not horizontal • Organization • Lack of Indicators • Indicators • Complex Information flow • Information flow • Purchasing Strategy based on cost • Supply Strategy • Operating strategy with limited focus • Poor performance of suppliers
Organization Actions New Technical Office Role New Technical Office Role Service Delivery Chain Service Delivery Chain Kaizen • Leads the project Purchasing Purchasing training Operations Operations • identifies improvements Planning Planning Kaizen (kaizens) through all Technical Technical processes Office Office • Supports and training Kaizen Customer Customer train all teams Services Services Exhibitor Exhibitor Suppliers Suppliers training training training Sales Sales Sales Sales (Space) (Space) (services) (services) Kaizen
Indicators Set Service Quality Indicators Set Service Quality Indicators • Indicators are set: Q Purchasing Purchasing • Complaints per exhibitor Q • % exhibitors with complaints Operations Operations Planning Planning • M anagement review Q Technical Technical • Compensation program Office Office Rango Q OBJETIVO Ponderación Objetivo Pressupost vs Real Incidencies Compliment planificació Scorecard M ínimo M áximo Customer Customer Resultados Globales (80%) incidencies % expositors amb % compliment post saló valoració del Services Services Ingressos Costos M arge M arge (%) / expositors incidencies pla reunions realitzat serveis ops suma de % Criteris de valoració EBITDA (Beneficio antes de Impuestos, Amortizaciones, Canon, Objectiu Real Real > Plan > Plan 60% < 0,2 < 15% 11.567 > 80% ok 100,7% > 6,5 107,1% > 80% Extraordinarios y contingencia) Pes - - 15% 15% 15% 15% 15% 10% 15% 100% Exhibitor Exhibitor Suppliers Suppliers Facturación (sólo si se consigue un mínimo de 105,7% de EBITDA) 20% 112.850 95% 100% incidencies % expositors amb % compliment post saló valoració del Nº PEP Nom Ingressos Costos M arge M arge (%) / expositors incidencies pla reunions realitzat serveis ops suma de % E004.011 Resultados Individuales (20%) COSMOBELLEZA 011 642.036 387.749 254.288 40% 0,16 11% 100% ok 7,4 100% E181.011 SALON DE ANTICUARIOS 130.673 105.193 25.480 19% - - 100% ok 7,6 70% Conseguir 4M € de ahorro segun el plan: 2,1M E en produccion E176.011 E-COMMRETAIL 011 160.554 115.760 44.794 28% 0,04 4% 100% ok 7,2 100% E013.011 INFARMA 011 483.824 137.109 346.714 72% - - 100% ok 8,4 100% salones, 0,5 ME en compras servifira y 1,35M E en costes de 10% 4ME 80% 100% E015.011 EXPO ECOSALUD 11 182.578 56.069 126.508 69% - - 100% ok 7,6 100% estructura E154.011 PERSONAL ESPAÑA 011 76.391 47.174 29.217 38% 0 0% 100% ok 7,4 85% Sales Sales Sales Sales E140.011 FIRA DEL COMIC 011 194.811 109.187 85.624 44% 0,02 2% 100% ok 6,8 100% Quality A036.011 FORUM DENTAL 412.417 126.603 285.814 69% 0,2 11% 100% ok 7,6 100% Eliminación incidencias: conseguir llegar al 80% de reducción de (Space) (Space) (services) (services) a) incidencias/ expositor <0,1 Q 10% 80% 100% incidencias vs base (2006 2007) b)expositores con incidencias <10% indicator INCENTIVO TOTAL 100%
Indicators Exhibitor Surveys Exhibitor Surveys Q • Satisfaction/ Importance Purchasing Purchasing Q + Operations Operations Importance Improve! M aintain Planning Planning Q Technical Technical Office Office Eliminate? Reduce? Q Customer Customer - Services Services - + Satisfaction Exhibitor Exhibitor Suppliers Suppliers Call Call Sales Sales Sales Sales Quality Center Center (Space) (Space) (services) (services) Q indicator
Information Flow Suppliers Integration Suppliers Integration Q • Review of services Purchasing Purchasing Q prior to the delivery Operations Operations Planning Planning Q Technical Technical Office Office Q Customer Customer Services Services • New Interface Exhibitor Exhibitor Suppliers Suppliers Supplier –Fira to share real time information Sales Sales Sales Sales Quality (Space) (Space) (services) (services) Q indicator
Information Flow Enhancing Customer Service Enhancing Customer Service • Displaying delivery dates • Training + help guides Q Purchasing Purchasing Q Operations Operations Planning Planning Q Technical Technical Office Office Q Customer Customer • Footprints to Services Services exploit data Exhibitor Exhibitor Suppliers Suppliers Sales Sales Sales Sales Quality (Space) (Space) (services) (services) Q indicator
Information Flow Enhancing Customer Service Enhancing Customer Service • E-M ail • Footprints to • Text message exploit data • Phone call Front Office Exhibitor Supplier Footprint System Call Center
Information Flow Footprints Data Analysis Footprints Data Analysis
Information Flow Footprints Data Analysis Footprints Data Analysis
Supply Strategy Brainstorming Workshops Brainstorming Workshops Furniture: Changes in Logos: e-request to avoid errors. the portfolio Poka-yoke Poka-yoke Training to the sales team on good floorplanning .
Supply Strategy Brainstorming Workshops Brainstorming Workshops Power, water, compressed air: color coded supply Internet/ phone/ power. Guides to help exhibitors Water supply: pre-identify problematic stands.
Supply Strategy Proactive Operations Planning Proactive Operations Planning Q • Early supplier access Purchasing Purchasing Q Operations Operations • On site storage areas Planning Planning Q Technical Technical • De brief meetings Office Office Q Customer Customer Services Services Exhibitor Exhibitor Suppliers Suppliers Sales Sales Sales Sales Quality (Space) (Space) (services) (services) Q indicator
Supply Strategy Renewed Purchasing Strategy Renewed Purchasing Strategy Q • Apply Service Levels in Purchasing Purchasing new contracts and bids Q Operations Operations Planning Planning • Supplier reviews based Q Technical Technical on quality indicators Office Office Q Customer Customer • J oint ventures for Services Services Q critical services Exhibitor Exhibitor Suppliers Suppliers Sales Sales Sales Sales Quality (Space) (Space) (services) (services) Q indicator
Organization Functions Integration Functions Integration Q • Project M anager: Purchasing Purchasing integrates planning , Q Operations Operations technical office and Planning Planning customer service. Q Technical Technical Project Project Office Office M anager M anager • improve Q Customer Customer productivity Services Services while keeping Q Exhibitor Exhibitor Suppliers Suppliers good quality levels. Sales Sales Sales Sales Quality (Space) (Space) (services) (services) Q indicator
Results New Service Delivery Chain New Service Delivery Chain Q Purchasing Purchasing Q Project Project M anager M anager Q Exhibitor Exhibitor Suppliers Suppliers Sales Sales Sales Sales Quality (Space) (Space) (services) (services) Q indicator
Results Complaints reduced 80% improve Exhibitor eliminate 80% of the Exhibitor Satisfaction Satisfaction Exhibitors with complaints improved 14 % complaints dropped 73% assist the strategy of 170% increase in increase productivity 48% productivity growth of exhibitor exhibitor services in the customer increase in the services sales . sales service front office customer service front office
Conclusions & Learnings Operations must have a proactive role (technical office) Technical Technical Office Office Q Quality Setting Indicators to review progress is a must indicator Share and Exploit the information available Expand focus to the entire supply chain (supply strategy) Use Plan Do Check Act to eliminate complaints (Kaizens) Use of Surveys to know exhibitor perception
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