Job Title: Quickserve Champion
Job Location: Lagos
Job Description:
Supports several aspects of a function’s Functional Excellence efforts. Works within assigned functional discipline to assist with improvements in common functional processes and tools. Assists with the development of communications to ensure that employees are up-to-date on functional and discipline ideas and efforts. Assists with identification of appropriate training opportunities. Deploys the communications strategy to increase awareness, enthusiasm, and participation in the functional excellence program. Maintains updates and accuracy of information documented in functional databases, websites, etc. Assists with management of assigned projects. Assists with Global Position Profiles Assists with Cummins Operating System Functional Assessment Process.
Job Skills
- Have very little knowledge of the understanding and use of continuous improvement through the lens of the COS ten practices.
Facilitating Internal Relationships and Consensus - Basic ability to pull a broad mix of people and related skill bases together for a common purpose and goal. It will often involve ability to influence because people on your team will very rarely report directly to you as a leader. Group dynamic techniques to have an individual or group work through a challenging issue, probe for issues/concerns and drive to consensus.
Manage Customer Relationship - Basic understanding of techniques and tools to enhance productivity (i.e. schedules, appointments, call plans, etc). Has a basic understanding of attitudes and behaviors to establish relationships and build trust. Understands the need to and responds with the appropriate time frame to customer needs. Identifies decision makers and those influential in the decision process and effectively communicates with them. In managing this relationship, displays core values (e.g. empathy, etc.) and is able to adequately interrogate matter to identify root concerns.
Education, Licenses, Certifications
College, university, or equivalent degree in field appropriate for the function required.
Job Experience
Minimal relevant work experience required.
Monitor customer feedback from each branch (NPS survey verbatim and trends) to understand how process skills and behaviours’ impacts customer perceptions, and work with branch staff to improve satisfaction.
Recognise staff who consistently execute the process well to achieve high performance and strongly discourage behaviours intended to circumvent the process.
Ensure service technicians understand the basic elements of the QuickServe process and how it impacts their daily work.
Monitor key process indicators for each branch on a daily basis to understand process performance, and provide coaching to Service staff as needed to correct problems and improve performance.
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