Marketing - Customer Application Process
Effectiveness and efficiency of operations
A. Customers receive quality service throughout the ordering process.
- Is enough flexibility incorporated into the application process to handle all methods of applying, for example, methods such as fax, standard application form, customer service representatives, telephone, EDI, or the web?
- Is the integration of systems control techniques, such as physical and logical controls, proper approval, and testing of application changes, treated as an integral component of the control process?
- Have training programs been established to ensure that personnel know the University's services and information systems and that these individuals understand the objectives of the application process?
- Are the reasons for variations between actual performance and desired performance levels analyzed, and necessary adjustments and improvements made to the application process?
B. Cycle time is compressed through efficient processing and reporting of applications.
- Are integrated sources used to: create information responsive to the needs of delivery, marketing, and other appropriate personnel; enable personnel to access the information electronically when they need it; and maintain information integrity and security?
C. Customer applications are properly authorized.
- Are computer system routines installed to validate customer application data input (such as customer name and number, prices, terms, and credit limits) either online or in a batch processing, against master file data?
- Do edit checks exist within the system that reject the input of a customer application number that was already entered and place it into a suspense file where it can be researched, reviewed and reentered (if necessary) on a timely basis?
- Is any customer application entry with invalid, missing, or incomplete information rejected for reentry (online environment) or stored in a suspense file (batch) where it is researched, corrected, and reentered on a timely basis?
- Is a one-for-one check performed between the customer application source documents (such as a customer initiated document or signed contract) and the customer application?
- Do customer service personnel reconcile control totals of applications entered for the day with the total of applications accepted by the application entry system and that the results of variance investigations are reviewed and approved?
- Is proper documentation and full support required for applications before they are released to service delivery? Items to be reviewed may include contract forms, delivery and payment terms, credit approvals, applicable tax calculations, and pricing and extensions.
D. Customer applications are reliably processed and reported.
- Is the feedback obtained via customer surveys, complaints, customer service calls, and other sources communicated to employees responsible for improving the application process?
- Does management and employees understand how performance measures link to customer
satisfaction and accept the use of such measures as tools
for improving process performance?