Reward Redemption Process of Smart Fleet Card
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Reward Redemption Process of Smart Fleet Card
Objective
Critically analyze the redemption process from both the Company as well as the customer’s point of view, find the bottlenecks, and then recommend a new process for increased customer satisfaction.
Internal Analysis
The Reward Gathering & Redemption Process
The Rewards Redemption process has the following entities and processes: –
Customer Process
Customer uses Smart Fleet card to fill in fuel (petrol/diesel/lubricants)
Scores reward points according to scheme outlines
Identifies Item/Service to be redeemed
Checks and confirms if enough balance available to claim reward
Fills up Reward Redemption Form
Hands it over to the FSO
Waits for Reward to be delivered
FSO Process
Checks the RR Form of customer
Make suggestions, edit, to ensure conformity with guidelines
Checks records to attest validity of claim
Check availability of rewards
Hand it over to Regional Office
Follow-up with Regional Office
Identify Constraints
Regional Office Process
Check forms for completeness and adherence to guidelines
Checks records for points and validity of claim
Check availability of rewards
Dispatch to Head-office
Follow-up till reward delivered
Identify Constraints
Head Office Process
Check forms
Check validity of claims
Check availability of records
Place order with purchase department
Follow-up till delivery to customer
Keep Regional office in the loop
Identify constraints
Factors to Analyze
Total time taken in the redemption process, from customer order placing to customer receiving the reward.
Factors affecting the process at the customer ordering stage.
Factors affecting at the FSO stage (receiving & forwarding to Regional Office).
Factors affecting at Regional Office level.
Factors affecting at Head Office.
Bottlenecks at various stages.
Justification of Total time taken.
Ease of process for customer.
Additional Factors that the customer would like to use.
Variety of rewards.
Customer perception about the value of rewards.
Customer perception about the overall process & time taken.
Customer perception about the various steps in the ordering process, including
Form filling
Form collection by FSO
Ambiguities involved
Form ease & clarity
FSO inputs & feedback.
FSO issues about customers forms, including
Adhering to Guidelines
Customer understanding of process
Customer queries
Issues & Complaint handling
FSO issues about regional office treatment including
Regional office clarity for guidelines
Regional office bottlenecks
Regional office processing speed
Regional office processing priorities
Regional