08 - 11 September, 2020 | Estoril Congress Center, Estoril, Portugal
Main Conference Day 2
Tuesday, May 12th, 2020
3:30 PM Case study: Strike the ultimate GBS balance: How much would you like to be a solution provider vs. business partner?
As SSCs and GBS organisations moving towards business partnership, a critical balance need to be achieved between fulfilling KPIs and flexing for business needs. Join this session and discover how Lufthansa GBS is tacking this balance:
· The drive to achieve better quality and customer service
· Moving away from process KPIs to focus on customer satisfaction
· How much are you willing to violate on your KPI performance for customer satisfaction?
· Sharing the concept of the pilot program and early results