Franck Allou

• Perception survey (qualitative and quantitative study with customers; structured and semi-structured interview, questionnaire development);
• Highlighting activities and transactions directly involved in the creation and delivery of the service (Blueprint);
• Structural reorganization on the basis of an internal, functional benchmarking;
• Proposal of a CRM (Customer Relationship Management) suitable for investigations.

• Identification des points de divergence dans le processus de livraison de service en comparaison avec le manuel de procédure et la perception client.