Poorly defined processes, improper staff training and badly implemented service infrastructure can lead to significant reductions in the efficiency of a service operation. The results are slower response times and longer resolution windows, higher case backlogs, poor utilization of service staff, poor morale and higher turnover of service staff. Service Strategies can help streamline processes, improve operational efficiency and drive significant gains in service effectiveness. In addition, we can provide a framework for service excellence that will enable continuous improvement and measurement of service effectiveness.
- Create repeatable and predictable process outcomes
- Implement service industry best practices
- Leverage service industry standards drive success
Assessing Service Operational Performance
In order to identify the issues affecting operational performance, companies need to conduct detailed assessments to uncover root cause issues. Our proven assessment methodology leverages a four step process that includes interviews and round tables with key executives and individual contributors, discussions and site visits with strategic customers, service process observation and review and best practice comparison to align your processes with industry standards. The result is a clear understanding of the issues affecting your operation and a detailed road map to improve service operations efficiency.
Leveraging Service Industry Standards to Drive Success
As part of the process of improving service operations efficiency, companies need a framework for continuous improvement to drive their efforts. The Service Capability & Performance (SCP) Standards establish the global benchmark for service excellence. The standards quantify service effectiveness based upon stringent performance benchmarks and represent industry best practices. Companies can achieve certification by undergoing a comprehensive audit of service operations to confirm that they meet the business requirements defined by the standards. As a result, the standards keep the service operation focused on continuous improvement and have a measurable benchmark of service excellence through the certification audit process.