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Rewards

Reward Redemption Process of Smart Fleet Card

Objective

Critically analyze the redemption process from both the Company as well as the customer’s point of view, find the bottlenecks, and then recommend a new process for increased customer satisfaction.

Internal Analysis

The Reward Gathering & Redemption Process

The Rewards Redemption process has the following entities and processes: -

Customer Process

1. Customer uses Smart Fleet card to fill in fuel (petrol/diesel/lubricants)
2. Scores reward points according to scheme outlines
3. Identifies Item/Service to be redeemed
4. Checks and confirms if enough balance available to claim reward
5. Fills up Reward Redemption Form
6. Hands it over to the FSO
7. Waits for Reward to be delivered

FSO Process

1. Checks the RR Form of customer
2. Make suggestions, edit, to ensure conformity with guidelines
3. Checks records to attest validity of claim
4. Check availability of rewards
5. Hand it over to......


View the rest of this paper...

Approximate Word Count: 610
Approximate Pages: 3 (250 words per double-spaced page)

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