Decision Maker Event 2011
Review of the This Year’s Decision Maker Symposium 2011
This year’s decision maker symposium, held on June 28th, 11 was focussed on exchange of information and experience and on developing innovative solutions for the utility vehicle industry. Themed “Learn from the best – service excellence as key to winning and retaining clients in the long-term”, this event took place for the third time at castle Schönbrunn.
Presentations and discussions during the event were focussed on the contribution of outstanding service to entrepreneurial success. Service champions gave an account of Service Excellence and of how companies can implement it for the benefit of added value. For the first time, the symposium threw a glance on business sectors beyond the utility vehicle industry. At the end of the symposium, eight significant features, characterizing excellent service were defined by more than 100 participants and specified in a “Chart for Service Excellence”.
1. Optimum customer and business comprehension
Outright conceiving of customer requirements, of business models, of the industry sector, of challenges and competition.
2. Field-proven and smoothly running infra structure
Well-established processes guaranteeing the customer transparency and flexibility
3. Distinctive experience in the service business
Immediate perceiving of challenges and problems in order to develop suitable solutions
4. Always to surprise the customer
Developing of entrepreneurial comprehension, not only to fulfil but to exceed customers expectations
5. Offering of services creating added value
Target: Improving of efficiency, higher turnover, better knowledge, improvement of existing services and products of the customer.
6. Customized solutions
No standardized products to be offered to the customer, but adaptation of service concepts to his needs and continual improvements.
7. Guarantee utmost quality
Continual monitoring of service quality, professional error avoiding management and transparency of processes
8. Offer utmost flexibility
Quick acting and reacting should be enabled for development and implementation, for processes and structures
Summary 2011 (English PDF)
Summary 2011 (German PDF)
