Are your service processes world-class?
If service quality and consistency are key to your business, your business processes need to be top notch. Service processes are “how work gets done” and customer value gets delivered. The quality of your process equals the quality of your service.
Are you experiencing this?
- The customer experience is inconsistent or poor in quality
- Processes break down or become inefficient when cross-functional/cross-region collaboration is required (third party involvement worsens the situation)
- Handovers are out of control, leading to major collateral damage - including brand reputation
- Certain process steps add no value
- Documentation is unfocused or overly bureaucratic
- Lack of visibility of process performance
- Ownership of certain tasks is unclear
- New hire time-to-productivity takes too long
How are you doing against these measures?
| Efficiency | Quality | Cost |
|---|---|---|
|
Cycle-time |
Customer satisfaction |
Cost of service |
|
Time-to-performance (e.g. new hire productivity) |
Output |
Process variation |
Our Solutions
Service Process Improvement
Process Improvement needs to be driven by both strategic and operational priorities. The Kepner-Tregoe Service Process Improvement solution aims at maximizing both the effectiveness and efficiency of your processes.