Provide TRANSPARENCY, increase accountability and Improve the overall customer experience  

After an extensive transition and implementation of a new Event Management System (EMS), FedStar re-engineered a course registration life-cycle process designed on an operational framework comprised of key performance indicators (KPIs) that addressed the quality of work performed and measured the satisfaction of practitioners and key stakeholders. FedStar’s challenge was to provide transparency and increased accountability, while providing a focus on the customer experience and the ability to measure the impact to key stakeholder groups.

fedstar solution:

FedStar analyzed and mapped the clients’ goals, culture and course delivery process (16-weeks) to a set of key performance indicators that defined and measured quantifiable progress towards organizational goals. KPI’s were then aligned to key customer service attributes like completeness, timeliness, accuracy and attentiveness to address a positive customer experience. Quality control evaluations (monthly and quarterly) were implemented along with a rewards and recognition program designed to reinforce positive behaviors and the client’s culture, accountability and continuous process improvement.

To obtain, measure, and report timely stakeholder feedback, a series of automated customer satisfaction survey’s targeting three key stakeholder segments (e.g., practitioners, instructors, and client training points of contact) were established. The surveys collect and measure satisfaction ratings on a 5-point Likert scale based on the overall experience. They also provided a forum for customer requests to improve the overall experience. Providing an integrated solution allowed FedStar to implement real-time changes so that stakeholders experience immediate improvements. Leveraging the clients existing Event Management System kept project costs and minor impacts to a minimum, while providing a positive customer experience.

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Services Provided:

  • Business Process Engineering
  • Project Management
  • Event and Training Support

results:

Ranked Best Academy in the World by the Project Management Institute (PMI). FedStar’s support has made a significant contribution in the client’s culture and winning attitude—“what can I do for you?” The overall customer satisfaction rating has remained above the client’s KPI threshold, resulting in quantifiable improvements, a focused customer satisfaction culture, and improved customer experiences.

For its dedication and contributions to client success, FedStar won the 2016 International Service Excellence Award for a small business by the Customer Service Institute of America (CSIA). The CSIA is the body delegated by International Council of Customer Service Organizations (ICCSO) to manage the International Service Excellence Awards. These awards are recognized as the premier service awards around the globe.