CSC – Customer Service Center
                                           (Service Desk)

Vladimír Neudert

                                              OVERVIEW

                                      SERVICE DELIVERY TRIPOID

§     1% of customers die

§     3% move to another location

§     4% like to change suppliers

§     5% change on a friend's advice

§     9% buy it cheaper somewhere else

§     10% are chronic complainers

§     68% leave because the company representatives

      they deal with are indifferent to their needs





                                       IT DELIVERY STRUCTURE

                                          IBM CSC STRATEGY

                                            CSC WORKLOAD

                                            CSC WORKLOAD

                                            ENVIRONMENT

                                            MEASUREMENTS

                                              GLOSSARY

                                             The Tools

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                                             Questions

                                             THANK YOU