Service Excellence – the ability to meet the expectations of the customers i.e to deliver what is promised, resolve the queries and problems that arise. It is a long-term commitment and has to be consistent over time. Everyone of an organisation, starting from ground level to a higher level, has to contribute their knowledge & experience to achieve service excellence. 

There are various ways to achieve it. But the popular and efficient one is by using the power of data – “Business Analytics”.

Some of the commonly used Business Analytics Techniques are Descriptive Analytics, Diagnostic Analytics, Predictive Analytics and Prescriptive Analytics. To apply Analytics, we should have a basic knowledge about applied statistics, and its applications at all levels of the organisation. Some of the popular statistical analytics tools which have a wide range of success in Analytics concepts are Measurement System Analysis, Statistical Process Control, Design of Experiment, etc. to name a few.

By implementing,

• Healthcare – we can reduce waiting time and thus improve patient care, monitor clinical trials, etc.
• Finance – we can improve customer service by reducing waiting time, %errors in profile, more data efficiency, etc.
• Customer support – we can reduce call waiting time, monitor response calls, identify whether the call time is under a time limit or not, and so on.