The quality control system
The quality control system is where sky will get people to sit around and watch the series which Sky has produced. Then the people will tell Sky their opinions on the series. They will tell Sky what needs to be changed to make the series better and what are the good parts of the series. BskyB adds value to its service by offering new channels to their customers free of charge. BskyB latest free channel is “U Music” channel. This will make the customer more happy with the service that BskyB are offering and therefore the customer will be more willing to purchase more services from BskyB at a higher price.
Transmission Process The transmission process for BskyB is as follows:- When the programme has been produced and edited and ready for screening BskyB send the programme via transmission waves to a satellite up in space which ads value because the signals are being sent. Once the satellite has received the signal form the ground the satellite in space sends the waves back down to earth. The satellite dishes, which are connected to the side of our houses and buildings, will receive this signal from space and then send it to our set top boxes. The set top boxes will transform the signal to our television screens.
BskyB offer other channels that cost extra money to view such as MUTV. The way BskyB resolve the problem of receiving the signal and showing it on our screens, without having to pay for it is by using a set top box card, which stops any signals being received, that the customer hasn’t paid for. BskyB check that there signals are getting to the correct place by the satellite beaming back a signal to BskyB saying that the signal has been received and that their was no problems. If there is a problem with the satellite and for any reason the satellite isn’t receiving the signal or sending it on, BskyB have a back up plan which consists of sending the signal to a backup satellite which is situated close to the broken one.
When for any reason a customers sky box has broken or the sky dish has broken BskyB offer a “aftercare service”. All the customer has to do is to is to ring the customer service centre with their sky identification number and tell the customer care assistant what service they need. For example if the set top box is broken they will tell the assistant this and the assistant will alert the customer care repair specialists (there is one in every city) and they will make an appointment to come round and fix the faulty equipment.
This is how the billing system works within BskyB. The customer places an order for example he/she orders a new channel. 1) The customer places the order of the new channel with the BskyB sales department. 2) The sales department tell the accounts to put on the specific customers account details what they have purchased and then the price of the service and then the accounts department will send this information to the customer services department. Also they will check the person’s credit rating and if its not good enough they will tell the customer services department that they have rejected this order.
3) The customer service department will receive this information from the accounts and they in turn will send the bill to the relevant customer or if the order has been rejected they in turn will send a letter saying why the order has been rejected. BskyB ensure that their billing service is correct by their quality control team. The quality control will ensure that the bill that is sent out to the customers is easy to read and that they can easily see all the information that is relevant to the customer.