AC-EXS Catalogue

Benchmarking for Superior Service

Type: Analysis Exercises - Presentation

The Participant assumes the role of a General Manager within a service organisation, who has been asked by the Marketing Director to do an analysis of the level of service provided in comparison with competitors. The Participant is provided with a large amount of numerical data in tabular and graphical form as well as textual information relating to feedback from customers and reports on general industry trends. The Marketing Director has asked for a report highlighting appropriate conclusions and recommendations for action.

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Competencies

Attention to Detail, Commercial Awareness, Creativity, Decisiveness, Flexibility, Impact, Interpersonal Sensitivity, Judgement, Listening, Openness to Change, Persuasive Oral Communication, Planning & Organising, Problem Analysis, Quality Standards,