Print Email Facebook Twitter Connecting with customers: A service for RIKILT Laboratory Quality Service Title Connecting with customers: A service for RIKILT Laboratory Quality Service Author Jekel, J.J. Contributor Van Heur, R. (mentor) De Koning, J. (mentor) Faculty Industrial Design Engineering Department Industrial Design Programme Master of Science Strategic Product Design Date 2016-04-22 Abstract The world population is increasing and ageing. This causes an increasing demand for healthy and protein-rich food, putting pressure on food producers to increase their volumes. Sometimes this goes at costs of quality, or even safety. As a result more food safety incidents occur. Therefore the control of food and feed safety and quality is very important. This makes it possible to discover (potential) safety hazards earlier, so measures can be taken. RIKILT is a research institute that controls food and feed safety and quality in order to ensure safe and healthy food for European citizens. Additionally they conduct fundamental research to improve the control of food and feed safety. RIKILT is also a European and national reference institute for different fields of expertise. This gives them a leading role for these subjects within the Netherlands and Europe. RIKILT also contributes to food and feed safety and quality by assisting other analytical laboratories to improve. This is done by their Laboratory Quality Service (LQS). The LQS was established in 2010 to generate a new source of income after the income from governmental projects was decreasing. The services of the LQS consist of organising proficiency tests, selling reference materials, providing inspiring and interactive trainings for professionals and giving advice to other laboratories. The LQS has a wide variety of customers, coming from over the whole world with different roles within the laboratories they work for, but the number of returning customers is rather low, thus the LQS wants to improve the customer loyalty. This can be done by becoming more customer-oriented. The LQS should improve on expectations management to get a better understanding of the customer. As a result the LQS will be able to fulfil the needs and wishes of the customer, leading to a higher customer satisfaction and customer loyalty. To get a better understanding of the customer a service is designed for the LQS. The service consists of a tool, a laboratory assessment and the introduction of a quality label. A laboratory assessment will be done online to get a good description of the current situation and knowledge level of the customer’s laboratory. The focus of the assessment will be on one field of expertise at the time. In this way the LQS can discover the real needs and wishes of the customer. The results of the assessment will be submitted in the tool. A visual storyboard will be created that describes the current situation. The tool will calculate a quality label when all items of the assessment are added. This will be used to set up an action plan. The tool will give suggestions which items need improvement to achieve a higher quality label. This will be done by comparing the scores of the customer with the predefined minimum scores per quality label. When the customer completes the whole action plan the customer will receive the new quality label as a certification of accomplishment. The service design will help the LQS to increase customer loyalty. The tool enables the LQS to communicate in an inspiring way. The storyboards contribute to the customer relationship, since they show the customer they are going through the process of improvement together with and guided by the LQS. The real needs and wishes of the customer will be addressed, since the LQS knows what the current situation of the customer is and knows what needs improvement in order to reach a higher quality level. The LQS offers a personalised solution as a set of actions, making use of the services from the LQS and measures that need to be taken by the customer itself. The needs and wishes of the customer are addressed, which will lead to a higher customer satisfaction and customer loyalty. The quality label motivates the customer to improve. The customer will be able to achieve a higher label, even when they are not ready to apply for an official accreditation. A higher label can be achieved by completing the action plan developed by the LQS. As a tangible result the customer will receive a tile representing the new quality label as a certification of accomplishment. RIKILT LQS is dedicated to ensure safe and high quality food and feed by guiding analytical laboratories with personalised solutions through the use of proficiency tests, reference materials and inspiring and interactive trainings for professionals. RIKILT and the LQS are internationally oriented, they have a lot of expertise on different laboratory-related subjects and by using the proposed service design they will be able to understand and address the needs of the customer. This will make the LQS the perfect partner for analytical laboratories when they want to improve their quality level. Subject LaboratoryQualityServiceDesignCustomer-orientedCustomer loyaltyTool To reference this document use: http://resolver.tudelft.nl/uuid:b4b82427-2361-4808-8099-35337a048322 Access restriction Campus only Part of collection Student theses Document type master thesis Rights (c) 2016 Jekel, J.J.