How effectively and efficiently we deliver our services?

To effectively and efficiently deliver services to the end-customer has always been one of the key challenges for Service Management. Making it that much more complex when interactions with different  departments is required. Each business-unit or department within an organization thrives for internal or external optimum service levels.

If you were to consider responses from a typical service based organization and the type of services they deliver, one will come to realize how generic the responses sometimes are:

  • we offer technical support……
  • our expertise is database services
  • we offer systems management capabilities
  • we are global and 7/24 call center services
  • we manage our local and enterprise network
  • ………the list can go on and on.

So what is the end-customers’ or service consumers’ primary need ?

Customers seek good experience along with added value. Thus, it is most critical for any service organization to focus on customer expectations first and continue to thrive for service excellence. It is important to establish best practices and periodically re-assess catalog of services and consider its value against the cost of implementations while realizing the on-going changes in economic and business dynamics.

What are the benefits of good service?

  • Revenue growth
  • Increased profitability
  • Increased effectiveness and efficiency
  • Greater interaction with end-customers
  • A competitive edge
  • Key differentiators      

The following are some of the recommendations an organization may wish to consider for increased benefits.

  • Call metrics and response times based on the thresholds
  • Realistic SLA Reports
  • Assess customer expectations based on the feedbacks received.

With that notion, the end-customer or service consumer could potentially realize value-added experience that it may receive from the service provider and attract more customers. The key factor of success is the value-added-experience the customer will receive. In the end what is the customer perception will depend upon are the list of offerings and support functions the service organization provides, based on the price-points and the value received by the customer for the money spent.

Some of the suggested best-practices for Service Managment might be:

Should an organization attempt to implement similar products and services as other organizations? In order to maintain the competitive advantage, the service provider may create a vision for a concept of better services and value proposition that targets a specific market niche. Thus, creating a clear vision for an effective Service Management practices.

  • Planning
  • Designing
  • Development
  • Service Delivery
  • Operational Support and Processes
  • Meet regulatory standards and compliances
  • Support levels and response times
  • Governance

Most importantly, these back-end organization of Service Management best-practices and operational processes will translate into customer service benefits including:  reliability, adaptation, responsiveness, customer loyalty, service assurance.

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