Home
Welcome to SERVICE TRANSFORMATION
(formerly Mercer Management Consulting Services)
We remain your specialists in customer focus.
Do you need to transform your service efforts to better serve your customer demands?
Are you and your staff challenged by the demands of customers and service users in a modern and complex business environment?
Do your customers still not seem to appreciate the services you offer - despite the best efforts of you and your staff?
Service Transformation can assist you to identify strategies to ensure customer loyalty to your products and services.
Jillian Mercer is the lead consultant for Service Transformation. We offer consulting services, and specialist management expertise to help you with:
- Service Review (against the © Nine Rules of Service, benchmarking against International Standards, cross-industry best practice amongst others),
- Customer Feedback Strategies - using sophisticated and advanced methods for gathering actionable input from your customers and users, and measuring the indicators of satisfaction as service performance indicators ©.
- Skilful Complaints-handling - using the ISO 10002:2004 International Standard; and,
- Service Process Improvement - using our unique SPIs © (Service Performance Indicators). We can assist you to build your business capacity with service process engineering; and imagineering; customer value-chain mapping; and, other complex systems- and process-interrogatory and analysis methods.
BOOKINGS FOR 2012
Contact us to make a booking.
Phone: +61 (8) 92073399
Cell / Mob: (+61) 0412 919 651
Email: Jillian Mercer
Mail: PO Box 478, North Perth WA 6906, Australia
Contact us now to find out how we can help you help your customers to improve your business...
Your Principal Consultant
JILLIAN MERCER
(B.A., B.Ed., M.Ed.)
Jillian has worked extensively in the private and public sectors, both in Australia and overseas (Sample seminars). She is acknowledged as an expert and is a published author on the topic of customer focus. Since 2004 she has worked throughout the Asia-Pacific region conducting Master Class seminars on implementation of and understanding the INternational Standard on complaints-handling , ISO 10002:2004. She is passionate about helping businesses better understand and improve all aspects of their service transactions with each and every customer and service user.
As a Masters Degree level educator, her work with organisations is well known for building knowledge and capacity with the groups with which she works, and so to achieve demonstrable, observable, measurable and actionable change in operational and organisational behavior. Jillian Mercer profile.
CURRENT PROJECTS
2011-2012
Current projects include:
- Department of Education Services, Perth, Australia): Major review of Complaints Management policies and strategies. Assisting and advising on enhancing policy and practices to better align with International Standard on complaints-handling ( ISO 1002:2004/2006[ASA]).
- astro (parent company MEASAT). Asia’s leading satellite broadcaster with over 200 plus channels. Based in Malaysia, training and consultancy advice in Root Cause Analysis, “Analysing Problems to Identify Rot Causes”; and complaints management, “Skilful Complaints Handling”.
- Society of Consumer Affairs Professionals (SOCAP). Custom-built Master Class program on skilful Management of Complaints Data, “Collecting, Reporting and Analysing Complaints Data”. Piloted in Melbourne; and to be conducted again in Melbourne, Sydney and Canberra at request of SOCAP members.
- ETELS Training Network ( Malaysia): Master Class on Strategic Complaints Management; and Service Performance Improvement Master Class.
- GAJAH VATS/INFO TECH (Malaysia), Soft skills program to complement the “hard” IT operatives. Improving Service Processes.
RECENT PROJECTS
Recent projects included:
- University of Western Australia - ongoing project assisting and advising on change management for implementation of new International Standard on Complaints- Handling (ISO 1002:2004).
- Master Class series delivery at two days each (Singapore delivery): Excellence in Higher Education Benchmarking Complaints-Handling Processes with ISO 10002:2004; and, Voice of Student (VoS) Management- Surveying Students: Collecting, Correcting and Connecting; and for delivery in Kuala Lumpur, Effective Rakyat (Public Sector) Complaint Management: Quantum leaping from good to great - Benchmarking critical processes with ISO 10002.
- Authoring book: Recession-Busting Customer Service.
- Redress (WA) - extensive project, process Improvement review, consultation, implementation of re-engineered and error-proofed core business processes and systems.
- Department of Education and Training - 2009, Evaluation of Teacher and Schools of the Year Award program (ongoing from 2008 project of developing judging criteria for 2008 Awards).
- EQUATE Petrochemical Company, Kuwait - delivery of two day Human Resources Voice of the Customer (HRVoC) program, June 2008.
- Education and Training International - Process Improvement Review and consultation, completed June 2008.
- Department of Education and Training - 2008 Teacher and Schools of the Year judging criteria program.
- Minerals Drilling Association of Australia Inc. (WA) - Industry Voice of the Customer (VoC) feedback project, May 2008.
- Baking Industry Employers’ Association – Membership feedback and Consultation for futures planning completion July.
PAST CUSTOMER LIST
Jillian Mercer has consulted with, assisted and advised, and conducted knowledge-building seminars for the following businesses in both Australia and overseas:
PRIVATE SECTOR
- Alcoa Australia
- BETTA Electrical Australia (electrical/household good retailers)
- Brightwater Aged Care Group
- Coca Cola Amatil
- CPS Purchasing Services (wholesaler electrical/household goods) amongst others.
- CSC Australia
- David Evans Real Estate
- Elders WA Ltd
- EQUATE Petrochemical Company, Kuwait (2002, 2005, 2007)
- Facilitated major Customer
Complaints Management (CCM) conference seminars for Frontiers in
Knowledge International (FiK), for Asian-based, large private and
public-sector organisations all industries, (Singapore, India,
Philippines, Malaysia, Thailand and China and United Arab Emirates,
Kuwait, Indonesia) - Holywood Senior Citizan's Village of the Salvation Army
- iiNet (ISP)
- Institute of Arbitrators and Mediators (WA Chapter)
- Real Estate Institute of WA (Eastern suburbs chapter)
- Jesters, the Pie Factory (fast food)
- New Horizons Holidays (travel wholesaler)
- Schwarzkopf Australia
- SNAP (printing)
- Westnet (ISP)
- Woodville Torrens Real Estate
CONFERENCES
- SOCAP Australia Conference 2005: Eyes Wide Open - Building your Brand with Every Customer Contact, paper title From Rage to Recovery on Complaints-handling
- Qualcon 2005 Conference: Leadership, Quality and Excellence, paper title The Role of Customer Focus in Business Excellence: Measuring with Service performance Indicators (SPIs)
- Frontiers in Knowledge
International, Conferences 2005 on Complaints Management, and Gaining
Customer Feedback, Thailand, Kuala Lumpur, Dubai, Singapore,Hong Kong,
Mumbai. - Intercoiffure Congress 2005, paper title: Hair Today/Gone Tomorrow! Building Trust with Your Customers
- Real Estate Institute of Western Australia Property Management Chapter 2005 Convention: The Winds of Change, paper title, The Nine Rules of great Customer Service
- IBC Informa Asia Conference Customer Complaints Par Excellence, Beijing
- Maslio International Voice of the Customer: Beyond Satisfaction Surveys, Kuwait
- Qualcon 2004 Conference: Quality, the Key to Organisational Prosperity.
- 2000 National Australian Customer Service Summit
- Financial Review CRM Conference on Developing Excellence in Customer Relationship anagement; amongst others
- IDP International Education Conferences across Australia
- IIP Company Secretaries' Conference
- International Qualcon 2000 Conference, Reach for the Stars
- Western Australian Internet Association Conference
- Western Australian State Schools Registrars' Association Inc.
GOVERNMENT SECTOR
- AirFreight Export Council of Western Australia
- Australia Day Council
- Bandyup Women's Prison
- Battye Library of Western Australian History
- Central College of TAFE (Technical and Further Education)
- Community Justices Services Division
- Curtin University School of Business
- Department for Community Development
- Department of Premier and Cabinet, Office of the Centenary of Federation
- Disability Services Commission
- Divisions of Ministry of Justice
(including Aboriginal Policy and Services, Community-Based Services, HR
and Metropolitan Prisons and Juvenile Custodial Services; Wheatbelt
Regional Management; Family Court of Western Australia; the Drug Court) - Fremantle Ports
- Functional Review Implementation Team (FRIT)
- Government Employees Superannuation Board (GESB)
- Government of the Philippines
- Great Southern College of TAFE
- Grove Library Services (Cottesloe, Peppermint Grove, Mosman Park)
- Hakea Maximum Security Prison
- Indian Government
- James Cook University School of Tropical Diseases & Health
- Midland College of TAFE
- Murdoch University Senate
- Office Director General Transport
- Office of Children and Young People
- Office of Multicultural Interests
- Office of Public Sector Standards
- Office of Public Sector Standards and Merit Protection
- Office of Seniors' Interests
- Ports Operations Task Force
- Rangeview Remand Centre
- Road Safety Council Main Roads Department
- Sea Freight Council of Western Australia
- South West Area Health Service
- Transport Infrastructure and Urban Planning
- Various schools of Edith Cowan University
- Western Power
- Westrail Urban Rail Division
FEDERAL GOVERNMENT
- Aged Care Standards Accreditation Agency
- Australian Competition and Consumer Commission
