What are the main characteristics of Luton Borough Council?
The cost factor is a bit different for BTS being in the public sector than any other private sector organization. From BTS of the point of view, it’s utilizing the available staff, technology, and space efficiently to increase the productivity. A small, efficient team can be more cost-effective than a big team. The efficient use of operatives and jobs allocated can reduce the average cost per job and further average cost per repair which will further save taxpayers money.
Speed is the time it takes from the customer ordering a product and receiving it, i.e. the time it takes from input to output. In BTS context it is the time taken from tenant reporting a repair, to repair completed. A quick response will increase customer satisfaction statistics. The jobs in BTS are time bound and come with different priorities, e.g. jobs to completed in 1 day, 5 days and 30 days depending upon the nature of the job.
Dependability is meeting deadlines and hitting the targets. By following the said practice, we can increase customer satisfaction. It plays in an important role in reducing customer complaints. The chain consequence of customer satisfaction is low cost and more efficient service provision. BTS has set KPI in regards to the dependability of the processes and data is collected on a weekly and monthly basis to review in monthly management meetings.
In my opinion, this is one of the important factors in operation success. In the service industry flexibility in the operation, processes mean specialized staff trained in all aspects of the operation process. It further means how adaptable staff is when it comes to any change in the organization whether it is a change in demand, change in environment, change in technology, etc. It further helps in removing any bottlenecks in the operations.
The flexibility offers an added advantage when it comes to external effects service flexibility, mix flexibility, volume and delivery flexibility, i.e. new services, different volumes, and different timings.
Internally it helps in increase in customer satisfaction and dependability.