Account Service Administrator

Title: Account Service Administrator (WORD version ) (Customer diagram)

Industry: Telecommunications

Function: Customer Service

Value-Added Results/Weights Performance Standards

Satisfied customers (35%) • Customers say they are satisfied that:
• Problems are handled faster than they expect.

• The most important aspects of their concerns are handled.

• Their needs are anticipated.

• Account Service Administrator (ASA) is always available when needed.

• Their demands and needs are always met.

Functioning telecommunications system (25%)
• Installation

• Major repairs and servicing

• Recommendations and solutions to problems
• 90%—95% of installations are right the first time.
• 90%—95% of service requests are responded to within 2—4 hours.

• No more than 2—3 jobs/quarter which require overtime.

• Customer orders the service as recommended.

• Exceeds = ASA provides an unasked for solution, which the customer agrees to order.

Sales leads (15%) • 2—6 sales leads/quarter.
• 2—3 leads/quarter that convert to orders.

Pricing (10%) • No more than 2—4 customer disputes/year.
• No more than 2—4 quotes/quarter not responded to within 1 business day.

Answered questions (10%) • Requesters say that what ASA advised was right, and the information was received in time to be useful.

Trained co-workers (5%) • Co-workers and their boss(es) say the co-workers know how to do the task.

Customer Diagram: Account Service Administrator

Value-Added Results/Weights	Performance Standards
Satisfied customers (35%)	• Customers say they are satisfied that: • Problems are handled faster than they expect. • The most important aspects of their concerns are handled. • Their needs are anticipated. • Account Service Administrator (ASA) is always available when needed. • Their demands and needs are always met.
Functioning telecommunications system (25%) • Installation • Major repairs and servicing • Recommendations and solutions to problems	• 90%—95% of installations are right the first time. • 90%—95% of service requests are responded to within 2—4 hours. • No more than 2—3 jobs/quarter which require overtime. • Customer orders the service as recommended. • Exceeds = ASA provides an unasked for solution, which the customer agrees to order.
Sales leads (15%)	• 2—6 sales leads/quarter. • 2—3 leads/quarter that convert to orders.
Pricing (10%)	• No more than 2—4 customer disputes/year. • No more than 2—4 quotes/quarter not responded to within 1 business day.
Answered questions (10%)	• Requesters say that what ASA advised was right, and the information was received in time to be useful.
Trained co-workers (5%)	• Co-workers and their boss(es) say the co-workers know how to do the task.