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Mystery Shopping
by Tam

Quality customer service can become an important competitive advantage, which is why the problem of estimating and improving the level of service is relevant for many companies. Using customer surveys to assess quality of service and brainstorming has some significant drawbacks. Firstly, it is very time consuming and expensive process. Secondly, buyers are not always able to articulate an answer to the question: "What in the staff formed from them or that impression? ". Therefore, companies are increasingly using the service, mystery shopping. Its main advantages – secrecy and surprise inspections and the possibility of using professionally trained agents. What is a "Mystery Shopper"? Despite the fact that the term "mystery shopping" (from the English Mystery Shopping) can seem very mysterious, the concept of marketing research by using This method is actually very simple. The method is in the evaluation of selling and service divisions of the company using fake customers and clients. The main task of studies – to provide the company's management by objective data on how to improve client business processes, workmanship standards and procedures, as well as to evaluate the work of staff in terms of unbiased consumer. Secret buyers has been successfully used in various industries such as retail, restaurants, financial institutions, shops and gas stations, service providers, manufacturers, shops, tourism, Entertainment and many others. The task of mystery shopper is to visit the organization or call the company under the guise of an ordinary customer and then provide a detailed assessment using questionnaires. The visit, of course, be applied incognito, and the seller has no clue about what it is checked. With the help of secret shoppers can evaluate the quality of service, equipment sales, decoration of the hall and style, appearance and manners Sellers, their behavior in conflict situations and other settings. Technology 'mystery shopping' gives the customer a huge amount of information that can be used for: – development of trade regulations and staff – a training program – clarify motivation programs – certification trade and service personnel.

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July 9th


Industrial Outsourcing
by Tam

For those who are newly acquainted with outsourcing, or do not know really recommend to download a brief guide on outsourcing for a discussion of some specific terms and become familiar with a number of articles under the heading "Information outsourcing "Industrial Outsourcing – works to implement business functions (management of technological processes, equipment maintenance, etc.) on long-term contracts (more than a year). This kind of outsourcing is often in demand in large industrial enterprises, such as oil and gas. Typically, emerging outsourcing industry standard scheme (very simplistically): The company an incentive to the output of any production of service outsourcing on the tender is a contract staff resigns transfer to the outsourcer Industrial (e) business process (s) are carried out under contract with outsourcer about the pros and cons of outsourcing has been written a lot and it makes no sense to repeat itself, so let's get straight to the point. This article will be considered a tool that helps to build correctly relationship between the customer and the contractor for outsourcing. One of the key issues for the head of the department-level chief engineer or chief power is to determine the budget, required to service the subordinated equipment and arrange repairs and maintenance in accordance with regulatory requirements. Expect the budget to quickly and usually with a given accuracy, and if to outsourcing as a rule it was sufficient to calculate man-hours and materials, and everything else did the economists, then outsource to determine the total budget in rubles according to the article "outsourcing." To calculate the budget needed a reliable schedule of equipment maintenance (outage or something like it).

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July 2nd


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