From the course: Service Metrics for Customer Service
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Clarifying responsibilities
From the course: Service Metrics for Customer Service
Clarifying responsibilities
- An insurance company was eager to improve customer experience. They knew what was frustrating their customers. But customer satisfaction scores were stuck, they weren't moving in the right direction. After speaking with their associates, I observed that everyone was being held responsible for customer experience at a general level, but it wasn't clear how they were expected to support the metric or who was responsible for specific aspects of it. It's a bit like playing beach volleyball with a lot of people on both sides of the net. Without clear assignments, the ball too often drops right in the middle of a team. This organization needed to employ what's often called a responsibility assignment matrix, or RAM. One popular and reliable responsibility assignment matrix is known as RACI, R-A-C-I. It's been used since the early days of NASA, the space program, where it became a well-established practice. RACI's an acronym that identifies who's responsible, who's accountable, who's…
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