{"id":2104,"date":"2013-08-07T03:00:00","date_gmt":"2013-08-07T00:00:00","guid":{"rendered":"http:\/\/92.45.35.169\/shellin-gizli-musteri-uygulamasi-odul-getirdi\/"},"modified":"2024-07-03T14:52:52","modified_gmt":"2024-07-03T11:52:52","slug":"shellin-gizli-musteri-uygulamasi-odul-getirdi","status":"publish","type":"post","link":"https:\/\/www.kariyer.net\/kariyer-rehberi\/shellin-gizli-musteri-uygulamasi-odul-getirdi\/","title":{"rendered":"Shell\u2019in gizli m\u00fc\u015fteri uygulamas\u0131 \u00f6d\u00fcl getirdi"},"content":{"rendered":"

A\u011fa\u00e7l\u0131 Petrol Shell Konutkent istasyonu Y\u00f6neticisi Merve A\u011fa\u00e7l\u0131, 2006 y\u0131l\u0131ndan bu yana Shell taraf\u0131ndan gizli m\u00fc\u015fteri y\u00f6ntemiyle uygulanan \u201cFark\u0131 Yaratan \u0130nsand\u0131r\u201d program\u0131nda bu y\u0131l\u0131n Avrupa \u015eampiyonu olduklar\u0131n\u0131 a\u00e7\u0131klad\u0131. A\u011fa\u00e7l\u0131, Shell\u2019in yurt d\u0131\u015f\u0131 istasyonlar\u0131yla ya\u015fanan rekabetin motivasyon kayna\u011f\u0131 oldu\u011funu s\u00f6yl\u00fcyor.<\/strong><\/p>\n

\"\"A\u011fa\u00e7l\u0131 Petrol Shell Konutkent istasyonu Merve A\u011fa\u00e7l\u0131, 2006 y\u0131l\u0131ndan beri Shell markas\u0131 alt\u0131nda faaliyet g\u00f6sterdiklerini ve Ankara\u2019n\u0131n yo\u011fun trafi\u011fe sahip b\u00f6lgesinde bulunan istasyonlar\u0131nda, 36 \u00e7al\u0131\u015fan\u0131yla g\u00fcnde ortalama 1250 m\u00fc\u015fteriye hizmet verdiklerini a\u00e7\u0131kl\u0131yor.
\nShell, T\u00fcrkiye\u2019nin de d\u00e2hil oldu\u011fu 70\u2019den fazla \u00fclkede, 44 bin istasyon ile hizmet verdiklerini anlatan A\u011fa\u00e7l\u0131, \u201cM\u00fc\u015fteri memnuniyetini vazge\u00e7ilmez \u00f6ncelik olarak g\u00f6ren Shell, bu kapsamda en iyi hizmet veren istasyonlar\u0131n\u0131 belirlemek i\u00e7in 2006 y\u0131l\u0131ndan bu yana \u2018Fark\u0131 Yaratan \u0130nsand\u0131r\u2019 program\u0131n\u0131 uyguluyor. 11 \u00fclkeden 5 binin \u00fczerinde istasyonda uygulanmaya ba\u015flanan programa \u015fu anda 65 \u00fclkeden 16 bin istasyon kat\u0131l\u0131yor. B\u00f6yle bir organizasyonda, Avrupa \u015eampiyonu olmak, \u00e7ok onur verici\u201d diyor.<\/p>\n

Merve A\u011fa\u00e7l\u0131 ile programla ilgili g\u00f6r\u00fc\u015flerini aktard\u0131.<\/p>\n

Programa g\u00f6n\u00fcll\u00fc olarak kat\u0131ld\u0131lar<\/strong>
\nPrograma g\u00f6n\u00fcll\u00fc olarak kat\u0131ld\u0131k. Bu yar\u0131\u015fmay\u0131 i\u015fimizi ve hizmet anlay\u0131\u015f\u0131m\u0131z\u0131 daha da geli\u015ftirmek i\u00e7in bir f\u0131rsat olarak g\u00f6r\u00fcyoruz. Hem mevcut standartlar\u0131m\u0131z\u0131 y\u00fckseltmek hem de yurtd\u0131\u015f\u0131ndaki Shell istasyonlar\u0131 ile tatl\u0131 bir rekabet i\u00e7inde olmak bizi motive ediyor. \u00dclkemizi temsil etmek de ayr\u0131 bir gurur kayna\u011f\u0131 oluyor.<\/p>\n

Ama\u00e7, m\u00fc\u015fteri memnuniyetini sa\u011flamak<\/strong>
\nT\u00fcrkiye\u2019deki Shell istasyonlar\u0131n\u0131n yo\u011fun kat\u0131l\u0131m g\u00f6sterdi\u011fi bu yar\u0131\u015fmaya alt\u0131 y\u0131ld\u0131r kat\u0131l\u0131yoruz. Bu s\u00fcre\u00e7te Shell & Turcas Perakende Sat\u0131\u015flar Genel M\u00fcd\u00fcr Yard\u0131mc\u0131s\u0131 Sat\u0131\u015f ve Operasyon M\u00fcd\u00fcr\u00fc Haldun G\u00fcvenir bizleri s\u00fcrekli olarak y\u00fcreklendirdi ve y\u00f6nlendirdi. Program\u0131n belli kriterleri var. Shell & Turcas\u2019\u0131n mevcut standartlar\u0131n\u0131n temel amac\u0131 da zaten m\u00fc\u015fteri memnuniyetini sa\u011flamak. Bizim yapt\u0131\u011f\u0131m\u0131z, bu standartlara uymak ve m\u00fc\u015fteri memnuniyeti seviyesini bir ad\u0131m daha ileriye ta\u015f\u0131mak oldu.<\/p>\n

M\u00fc\u015fteri beklentilerine g\u00f6re hareket ediliyor<\/strong>
\nFark\u0131 Yaratan \u0130nsand\u0131r program\u0131, m\u00fc\u015fterilerin Shell istasyonlar\u0131ndan mutlu ayr\u0131lmalar\u0131n\u0131 ama\u00e7l\u0131yor. Biz A\u011fa\u00e7l\u0131 grubu olarak 41 y\u0131ld\u0131r zaten bu anlay\u0131\u015fla hareket ediyoruz. Program \u00f6ncesinde de m\u00fc\u015fteri memnuniyetine, m\u00fc\u015fterimize g\u00fclery\u00fcz ile hizmet sunmaya odaklan\u0131yorduk. Ayr\u0131ca, emniyete de b\u00fcy\u00fck \u00f6nem veriyoruz ve Shell\u2019in faaliyetleri emniyetli \u015fekilde y\u00fcr\u00fctmeyi sa\u011flayan \u0130SE\u00c7 (i\u015f sa\u011fl\u0131\u011f\u0131, emniyet, \u00e7evre) kurallar\u0131n\u0131 uyguluyoruz. Yap\u0131lan ara\u015ft\u0131rmalar ile m\u00fc\u015fterilerin bir istasyondaki beklentilerinin ne oldu\u011fu tespit ediliyor. Bu beklentiler, program\u0131n kriterlerini olu\u015fturuyor. Biz de her zaman bunlara dikkat ediyoruz.<\/p>\n

Ba\u015far\u0131 i\u00e7in basamaklar\u0131 t\u0131rmanmak gerekiyor<\/strong>
\n65 \u00fclkeden 16 bin istasyonun kat\u0131ld\u0131\u011f\u0131 b\u00fcy\u00fck bir organizasyonda, Avrupa \u015eampiyonu olmak, \u00e7ok onur verici. Bu ba\u015far\u0131, bizi daha iyiye ula\u015fmak i\u00e7in motive ediyor. Avrupa \u015eampiyonlu\u011fu \u00e7ok b\u00fcy\u00fck bir ba\u015far\u0131 ancak bundan sonra da yine ba\u015far\u0131l\u0131 olmak ve daha y\u00fcksek seviyeye ula\u015fmak i\u00e7in \u00e7ok \u00e7al\u0131\u015faca\u011f\u0131z.<\/p>\n

Patron de\u011fil lider oluyor<\/strong>
\nSekt\u00f6re yeni ba\u015flad\u0131\u011f\u0131m zaman kad\u0131nlar i\u00e7in \u00e7ok da al\u0131\u015f\u0131lm\u0131\u015f olmayan bir alanda faaliyet g\u00f6stermek elbette ki farkl\u0131 bir deneyimdi. Fark\u0131 Yaratan \u0130nsan program\u0131nda b\u00f6yle bir ba\u015far\u0131ya imza atan ilk kad\u0131n olmak bana b\u00fcy\u00fck bir gurur veriyor. Dededen ve babadan gelen bir sekt\u00f6r\u00fcn i\u00e7inde oldu\u011fum i\u00e7in her i\u015fi zamanla \u00f6\u011frenerek, ad\u0131m ad\u0131m ilerledim. Pompa da tuttum, cam da sildim, yeri geldi kasada durdum, saya\u00e7 okuyup, yak\u0131t ikmalini \u00f6\u011frendim. Ben t\u00fcm ekibime patronluk de\u011fil liderlik yapmaya \u00e7al\u0131\u015f\u0131yorum.<\/p>\n

Fark\u0131 Yaratan \u0130nsand\u0131r program\u0131<\/strong>
\nProgram\u0131n amac\u0131, t\u00fcm istasyonlarda en iyi m\u00fc\u015fteri deneyimini sa\u011flayarak mutlu m\u00fc\u015fteriler yaratmak ve y\u00fczde y\u00fcz m\u00fc\u015fteri memnuniyetini ger\u00e7ekle\u015ftirmek. Bunun i\u00e7in ilk olarak m\u00fc\u015fteriler istasyona geldiklerinde, kar\u015f\u0131la\u015fmak istedikleri hizmet \u015fekli ve kalitesi ara\u015ft\u0131r\u0131ld\u0131. Ara\u015ft\u0131rma sonucunda m\u00fc\u015fterilerin bir istasyondan beklentilerinin m\u00fckemmel servis kalitesi, h\u0131zl\u0131 ve kolay dolum, kaliteli ve farkl\u0131la\u015ft\u0131r\u0131lm\u0131\u015f \u00fcr\u00fcnler, temiz tuvaletler, h\u0131zl\u0131 ve kolay \u00f6deme, sadakat programlar\u0131, g\u00fcl\u00fcmseyen personel, \u00fcr\u00fcn \u00e7e\u015fitlili\u011fi olan temiz market, iyi ayd\u0131nlat\u0131lm\u0131\u015f g\u00fcvenli \u00f6n saha g\u00f6rmek oldu\u011fu anla\u015f\u0131ld\u0131. Program\u0131n de\u011ferlendirme s\u00fcrecinde bu kriterler dikkate al\u0131n\u0131yor ve operasyonel m\u00fckemmeliyetin sa\u011flanmas\u0131 ama\u00e7lan\u0131yor. Uygulama kapsam\u0131nda \u2018gizli m\u00fc\u015fteri\u2019 istasyonlara giderek operasyonel m\u00fckemmeliyete etki edecek bir\u00e7ok farkl\u0131 kriterlere bak\u0131yor ve belirlenen sorulara g\u00f6re not veriyor. Gizli m\u00fc\u015fteri uygulamas\u0131yla, m\u00fc\u015fteriye sunmak istenen hizmet ve servis kalitesinin t\u00fcm m\u00fc\u015fterilere ayn\u0131 \u00f6l\u00e7\u00fcde ula\u015f\u0131p ula\u015fmad\u0131\u011f\u0131 de\u011ferlendiriliyor. Her \u00e7eyrekte 34 bin istasyon ziyareti yap\u0131l\u0131yor. Bu da her 4 dakikada bir ziyaret anlam\u0131na geliyor. \u0130stasyonlar, Gizli M\u00fc\u015fteri ziyaretinden asla haberdar olmuyor.<\/p>\n\n

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A\u011fa\u00e7l\u0131 Petrol Shell Konutkent istasyonu Y\u00f6neticisi Merve A\u011fa\u00e7l\u0131, 2006 y\u0131l\u0131ndan bu yana Shell taraf\u0131ndan gizli m\u00fc\u015fteri y\u00f6ntemiyle uygulanan \u201cFark\u0131 Yaratan \u0130nsand\u0131r\u201d program\u0131nda bu y\u0131l\u0131n Avrupa \u015eampiyonu olduklar\u0131n\u0131 a\u00e7\u0131klad\u0131. A\u011fa\u00e7l\u0131, Shell\u2019in yurt d\u0131\u015f\u0131 istasyonlar\u0131yla ya\u015fanan rekabetin motivasyon kayna\u011f\u0131 oldu\u011funu s\u00f6yl\u00fcyor. A\u011fa\u00e7l\u0131 Petrol Shell Konutkent istasyonu Merve A\u011fa\u00e7l\u0131, 2006 y\u0131l\u0131ndan beri Shell markas\u0131 alt\u0131nda faaliyet g\u00f6sterdiklerini ve […]<\/p>\n\n

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