5. Procesos de fabricación del pan
5.10. Fermentación secundaria
Area Statement Coding label
Reliability Customer 1: “In my opinion, LQS is too much focused internally and not concerning about customer wishes. They are only focused on survival and processing samples.”
Internal focus
Customer 1: “When LQS designed their LIMS system, they did not
look at how this would work for their customers, only what their benefits were.”
Internal focus
Customer 1: “I think LQS need some new managers from outside
the company with a fresh look. Managers who can make breakthrough changes that focus more on customers. That would make it more easeful.”
Focus
Customer 1: “This is not the first time someone is asking me for
input for service improvements at LQS, now I would like to see some progress and results.”
Company trust
Customer 2: “Because of the tremendous growth LQS is facing, I
think they are really focusing on operational problems and do not think about what the customers expect.”
Focus
Customer 4: “LQS’ Service Desk should indicate which points of
the SLA are secured and how.”
Promises
Customer 5: “I expect LQS to measure trends and when signaled,
direct it to a higher level.”
Company trust
Customer 5: “I do not have confidence in specialized knowledge
at LQS, they have to think about outsourcing some activities.”
Company trust
Customer 6: “I think LQS does it well, but you notice the growing
pains.”
Organization’s ability
Responsiveness Customer 1: “There is a clear difference between microbiology and Chemistry. At micro, there is a central e-‐mail address for my questions and requests are adequately handled. At chemistry there is much unclear and we do not know whom to contact for specific questions.”
Willingness to help
Customer 1: “When samples are out-‐of-‐spec the microbiology department pro-‐actively informs us about the results. At chemistry I always have to ask about the results. I expect from LQS to act proactively when samples are out-‐of-‐spec.”
Willingness to help
Customer 2: “I would like LQS to be available 24/7 for service
support.”
Availability
Customer 2: “We have an agreement that when methods are
newly validated, we would be informed one month in advance. Sometimes this is happening only a day in advance or even not at all. I would like the Service Desk to take this responsibility and proactively inform customers.”
Proactivity
Customer 4: “This month I had to call LQS on a daily basis to ask
for the status of my analysis.”
Status
Customer 4: “When SLA’s are probably exceeded, I would like to
be informed. This can mean out-‐of-‐specs or re-‐analysis. Thus far this is not happening properly.”
Proactivity
Customer 4: “For example last week, I was told that we did not
used the sample form properly, but did not receive information what we did wrong. Please tell what went wrong, so we can do it better next time.”
Willingness to help
Customer 4: “LQS is for us release steering, so timely information
is very important.”
Proactivity
Customer 5: “When we have a crisis, I would like to contact the
Service Desk, which forms a crisis team to cope with our problems immediately.”
Availability
Customer 6: “I expect more early warnings, when LQS notices
defects or delays.”
Proactivity Assurance Customer 1: “Customers must feel themselves heard by LQS,
communication has to improve. I want to be informed about improvement actions.”
Employee courtesy
Customer 3: “I expect that the Service Desk will direct me to the
proper employee that can help me with my issue. Now I often do
Employee knowledge
not know whom to contact at LQS.”
Customer 3: “In spite of all the difficulties LQS is facing, I do have
the confidence LQS possesses the required knowledge and expertise to provide the information I need.”
Employee trust
Customer 6: “It is unclear who takes ownership of my issues and
problems.”
Employee trust Empathy Customer 1: “I expect from LQS to deeply understand the
customer, what is important for them, and critical issues they face.”
Customer knowledge
Customer 2: “Not only priority is important, but especially the
impact of certain issues for the customer is important. I don’t know if LQS is aware of the impact of some things to the customers.”
Caring
Customer 2: “I expect LQS to consider what would happen to the
customer in certain cases. When an analysis takes longer for example.”
Acknowledging customer
needs/frustrations
Customer 4: “I do not think a lot of employees working at LQS
know what we are exactly doing and how important adequate and timely results are to us.”
Customer knowledge
Customer 5: “Individual attention with proper knowledge about
what we are doing is something I miss at LQS.”
Individualized attention Tangibles Customer 1: “I would prefer a SPOC, where I only have to address
one point via e-‐mail or telephone.”
Entry point(s)
Customer 3: “One contact for all my questions would take away
much headache I have.”
Entry point(s)
Customer 4: “A software that provides tickets to track the
progress of the handling of my request would help a lot.”
Technology
Customer 5: “The Service Desk can help to prove a up-‐to-‐date
overview of validated methods.”
Technology Table 15: Summary of statements made by customers of LQS.