Award
Submission Guidelines
The
following criteria highlights a number of key elements which
should be present in each awards submission.
Whilst the judges will expect some information from
each subject heading, this criteria is provided as a guide
only.
Submissions should be no longer than 2500 words.
Applicants are required to provide four bound copies of their
submission and one unbound copy.
Background
The
company’s history, the past experiences of the proprietor,
chief executive, managers and any key staff.
Products
Any
special products or services developed distributed,
manufactured or promoted by the company – and how these
products or services, are marketed and sold.
How the effective design of products and services make
good customer service possible.
Company
Philosophy
The aim and vision of the company,
particularly with regard to customer service, risk taking,
research and Quality.
Management
and Leadership
What management techniques are used, a
look at employee relations and the managerial style of the
company. What is
the mission, philosophy or guiding principle that directs
your approach to customer service?
What is done at all levels to develop and promote this
approach? Comment
on the degree of organisation-wide commitment to Customer
Service.
What strategies exist to promote
communication both internal and external, between staff and
customers, up and down and between functional groups, to
ensure sharing of common information, new ideas and feedback?
How does the organisation communicate about itself to
the general community.
How
is the vision for Total Quality Service articulated and
motivation for continuous improvement maintained.
 Information
and Analysis
What
Customer Service research is undertaken by your organisation?
How are the current requirements of customers
identified?
What research is undertaken to predict the future
needs of customers?
How
benchmarks were obtained and set.
What reporting systems were required.
How planning was important to your overall success.
What performance indicators have been set and
monitored.
How is data collected and disseminated.
How are your management and business practices
supported by fact based measurement systems.
People
What
training and development programs exist to drive development
in Customer Service at all levels of the organisation?
How does the organisation recognise and reward staff
in relation to Customer Service.
How
has the workforce been involved in developing strategies for
success.
What areas were identified by employees to improve the
company’s operations.
Is the workforce committed to excellence.
How have improvement teams been formed and momentum
maintained.
How was training used to change workplace culture and
build awareness.
Problem
Solving
A
look at the problems associated with the introduction of a
Total Customer Satisfaction philosophy and how these
challenges were overcome.
What have been the costs and benefits of your
experience.
Innovation
and Improvement
What
systems and processes exist to promote ongoing Customer
Service improvement across the organisation?
What processes exist to optimise employee
participation in the development of excellence in Customer
Service?
How is quality promoted? How
are standards maintained and improved?
What system improvements have occurred to support
people delivering service?
It
would be great to include examples of actual or planned
innovations to improve Customer Service.
The examples could be used to demonstrate some special
characteristics of your organisation.
Responsiveness
How
does the organisation encourage, process and use customer and
employee feedback?
What recovery mechanisms and authority do staff have
to solve customer problems?
Customer
Satisfaction and Results
How
does the current performance of your organisation compare
with its history and other similar organisations?
Supporting evidence of customer satisfaction with the
goods and services provided by your organisation would
enhance your chapter.
This could be in the form of anecdotes, examples or
even statistical analysis.
Evidence that shows the process of improvement over
time would be useful.
Philosophy
Your
company’s philosophy on success, excellence and world class
performance.
INTERNATIONAL CUSTOMER SERVICE STANDARD
The criteria for the Australian Customer Excellence Awards is based on the International Customer Service Standard
(ICSS), which provides a comprehensive and practical framework to assist organisations deliver consistently high levels of service.
ICSS focuses on four key components necessary to maintain the alignment through a cause and effect relationship and balance between 'passion' and 'process':
ICSS applies equally to government, not-for-profit and for-profit organisations of all sizes and across industry. Organisations seeking to maximise the value of their customer relationships should apply the
ICSS framework to their business operations.
Organisations applying in each of the award categories will be asked to demonstrate:
1. Approach to each of the attributes outlined in the
International Customer
Service Standard
2. The breadth and depth of the deployment of each approach
3. Results flowing from the approach and deployment
4. The level of involvement of customers in the strategic
decision making of the
organisation
5. Evidence of continuous review and improvement against the
Standard's criteria
The International Customer Service Standard (ICSS) can be
obtained by emailing info@csia.com.au
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