Service Strategy: Focus, Differentiation, Alignment

Details: If Service and Support in the US is a $125 billion industry, what piece of the pie is yours and what is your potential for growth? The environment for this high growth industry is very turbulent. Flat or shrinking revenue, increasing complexity and multi-vendor issues drive up costs and expend resources. If you want to survive and grow, you need a sound strategy. A service strategy guides choices that determine the nature and direction of your service organization. It is not a single decision. A strategy is a cluster of decisions that have different variables but meld into a coherent whole. No decisions are more far reaching, or have a greater impact on your organization than those made in formulating a strategy.

Takeaways: You will see how to align your Service Strategy to Service Operations. We will show how to identify your service organization’s competitive advantage. We will demonstrate how to create the right value proposition for your customer. And, we’ll explore variables that influence performance and show how they interact.

Presented by:

Shellina Damji is a senior consultant and the Global Service Strategy Product Manager for Kepner-Tregoe, Inc. Her primary focus is on strategy formulation and implementation, the facilitation and delivery of critical thinking skills, and analysis of organizational process. Her clients include Cisco, Research in Motion and IBM among others.

Christoph Goldenstern is the Global VP for the Service Excellence Practice and a Partner at Kepner-Tregoe, Inc. He leads a team of consultants who serve clients in many of the largest high tech companies. Christoph’s team provides a full range of consulting services dedicated to helping clients achieve strategic clarity and higher operational performance. These range from projects to developing new service strategies to improving the effectiveness and efficiency of processes and people.