First results of the BMBF project „service as art“

The participation of the ALTOR group at the project „service quality by professional work “of the Federal Ministry for education and research (BMBF) shows first results.
In the subtask „process optimization of treatment of quantities of heterogeneous cases of customer and coworker qualification for handling complex and contradictory requirements “goes it around developing new ways for the treatment of a large demand number. The economic success of the ALTOR group depends among other things substantially on the willing to cooperate shank of the debtors, who are probably higher, if the debtor feels individually addressed. „There is not the “classical debtor anyway, the reasons for not paying the bills are versatile. For example he can be solvent but not cooperative or he can be within limits solvent, but needs support to manage the personal financial situation.

An experimental free space as well as a high measure of autonomy were granted to a group of pilots from seven specialists for the development by proposals for individual handling debtors. Despite the higher requirement and emotional load the woman employees looked forward to adjust itself to the debtor and to get to know the „humans behind the case “.

On basis of the experiences of the group ideal-typical debtor personalities with standard biographies and determined characteristics (e.g. age, family status etc.)were compiled. For the respective case examples strategies for the conversion of the individual treatment are developed at present and tested as well. Beside the admitting on the debtor and its specific situation the interest agency of the creditor is the center of attention. Questions as, „which kind of the establishment of contact are for which debtor the most favorable? “ are raised. But there cannot be a clear and standardised answer. Rather it concerns to make free spaces available for individual and creative approaches and open learning ways to acquire the authority necessary for it.