Member Services

Systems thinking for Member Services

Presentations
1.0
PRESENTATION
Systems Thinking - The Opportunity

Rethinking how TEX can design and deliver change.
1.1
PRESENTATION
Redesigning Member Services from Process to Purpose

Define the strategy for applying systems thinking to Member Services. Identify where it can have the greatest impact and how it will drive measurable improvement across service delivery.
1.2
PRESENTATION
Empowering Colleagues

From top-down monitoring to colleague-led improvement. Giving member services colleagues visibility, ownership and tools to own and improve service outcomes.
Inputs & Outputs
2.0
DATA INPUTS
Task and Complaint Categories

Task categories and complaints categories.
2.1
DATA MODEL
Data Model Specification

The data model behind each member servicing task. The metrics that are measured and the ambition for each task.
Solution Concepts
3.0
REPORTING
Management Reporting & Analysis Components

A selection of analytic and reporting components that show how member services is performing.
3.1
REPORTING
Colleague Reporting & Analysis Components

A selection of analytic and reporting components that show how a colleague can take more ownership of the tasks.