A simulation about service

Familiezaken (Family Matters) is a simulation about service. This simulation was made at the request of the Sociale Verzekeringsbank (Social Insurance Bank) (see case study: SVB) and the objective was to make employees aware of the importance of good service and to indicate which contribution they can make. In Familiezaken or Family Matters the average customer is represented by the Verhaar family. In the simulation, the various family members each represent specific issues, problems and questions that SVB staff find themselves dealing with in daily practice.

In a modified version, this simulation can be used for other customers and other trades as well. The heart of the matter is that good service does not come easy. it is a phenomenon with many facets that calls for a nuanced view. Lawfulness, efficiency and customer satisfaction - both internal and external - and employee satisfaction have to balanced continuously. Ultimately, the interaction between all these factors determines the service quality. In the simulation the participants have to take all these factors into account. The have to make the right choices, with a full understanding of the consequences for the various indicators.

Familiezaken (Family Matters) is an online simulation, which lasts about 2 hours and can be sold separately or with a licence for multiple copies. Custom made work can be performed quickly and easily.

We are happy to give you a demonstration.