Reward Redemption Process of Smart Fleet Card

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

1. Customer uses Smart Fleet card to fill in fuel (petrol/diesel/lubricants)

2. Scores reward points according to scheme outlines

3. Identifies Item/Service to be redeemed

4. Checks and confirms if enough balance available to claim reward

5. Fills up Reward Redemption Form

6. Hands it over to the FSO

7. Waits for Reward to be delivered

FSO Process

1. Checks the RR Form of customer

2. Make suggestions, edit, to ensure conformity with guidelines

3. Checks records to attest validity of claim

4. Check availability of rewards

5. Hand it over to Regional Office

6. Follow-up with Regional Office

7. Identify Constraints

Regional Office Process

1. Check forms for completeness and adherence to guidelines

2. Checks records for points and validity of claim

3. Check availability of rewards

4. Dispatch to Head-office

5. Follow-up till reward delivered

6. Identify Constraints

Head Office Process

1. Check forms

2. Check validity of claims

3. Check availability of records

4. Place order with purchase department

5. Follow-up till delivery to customer

6. Keep Regional office in the loop

7. Identify constraints

Factors to Analyze

Ð'* Total time taken in the redemption process, from customer order placing to customer receiving the reward.

Ð'* Factors affecting the process at the customer ordering stage.

Ð'* Factors affecting at the FSO stage (receiving & forwarding to Regional Office).

Ð'* Factors affecting at Regional Office level.

Ð'* Factors affecting at Head Office.

Ð'* Bottlenecks at various stages.

Ð'* Justification of Total time taken.

Ð'* Ease of process for customer.

Ð'* Additional Factors that the customer would like to use.

Ð'* Variety of rewards.

Ð'* Customer perception about the value of rewards.

Ð'* Customer perception about the overall process & time taken.

Ð'* Customer perception about the various steps in the ordering process, including

o Form filling

o Form collection by FSO

o Ambiguities involved

o Form ease & clarity

o FSO inputs & feedback.

Ð'* FSO issues about customers forms, including

o Adhering to Guidelines

o Customer understanding of process

o Customer queries

o Issues & Complaint handling

Ð'* FSO issues about regional office treatment including

o Regional office clarity for guidelines

o Regional office bottlenecks

o Regional office processing speed

o Regional office processing priorities

Ð'* Regional