Service Organization Assessment

Effectiveness and efficiency - the key to superior service performance

We understand the complexity of consistently delivering high-quality, world-class service and support. Many factors affect Customer-Lifetime-Value. Our Service Value Management model focuses on the six key drivers that matter most:

• Strategy and Culture
• Monitor and Control
• Service Processes
• People Customer Service and IT
• Tools/Software
• Organization

Applying this diagnostic framework to your service organization clarifies improvement efforts and provides a logical framework for identifying the actions that help increase Customer-Lifetime-Value.

Value to your organization

The Kepner-Tregoe Service Organization Assessment enables you to understand the drivers of Customer-Lifetime-Value. Together we will align (or realign) strategy, processes, people, and systems to deal with the considerable challenges and opportunities brought about by change. Addressing the right variables will create maximum positive impact on your service revenue streams and delivery costs.
 

Our Solution

Understand - Prioritize - Execute

Analyze: We perform a “health check” of your service environment. Identifying both the strengths and weaknesses gives us a benchmark to begin.

Design: Next we create modular solutions that directly impact strategy and finances. ROI is the driver here, creating a strong business case for implementing targeted improvements.

Deliver: Implement these improvements using your team and our project management skills and processes.  

Document: Not only will we monitor your progress, we will be there with you to document, analyze, and review the results.

Sustain: Once you’ve tasted success, let’s build on it. Our programs identify opportunities for continuous improvement and enhanced performance.

KT Service Value Management (SVM) Model

 

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Drivers of Customer Lifetime Value (CLV)

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Contact us to learn more