What are the main features of the BTS?
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.
From BTS’s point of view, flexibility allows customer support officers, call center staff, to attend and resolve issues not only from Luton Borough Council tenants but from other housing association tenants, from internal fixed assets teams, housing, homeless, sub-contractors, police, fire services, etc. BTS has provided comprehensive training to all staff.
Due to specialized training on IT systems with minimal supervision, staff can take over any newly contracted housing associations or similar services.
All the above factors play an important role in successful operational management. To keep the above factors alive and active in the organization SMART ( Simple, Measurable, Achievable, realistic and time-bound ) objectives need to be set up, and periodic data should be collected to review these factors and objectives.
BTS collects these KPI ’s on regular basis. Please see Appendix A for BTS KPI sheet.