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Service Management (1. Evolving Service Strategy (Blueprint (Measure (SOPs…
Service Management
1. Evolving Service Strategy
Blueprint
Service Vision (Future state of service desired by customers)
Service Mission (How you will get there/ what is your path)
Milestones (How it should look in each milestone)
4.Core Values (Replicate Organization core values wherever applicable)
Evolove Service Strategies ( What you intended to do to your customers)
Identify Touch points
(a). Service Strategy for each touch points
(b). Identify people who carryout the Strategy
Touch Points (For each touch points you add value to customers)
Services X Service/ Price
SOPs (Develop detailed Service SOP)
Measure
SOPs
Customer Feedback
Internal Feedbacks
Moments of Truth
Review the Feedback
Continue/ Re Engineer/ Transform/ Eliminate
2. Deliver the Service
Blueprint
Communicate
Communicate entire Blue print (What/ Why/ How)
Training
(a) Service Language
(b). Touch Point execution
(c) What are the various things
(d). Why
(e) How they will get Trained
(f) What are the actions to create value for someone else
Touch Points
(a) Service Strategy
(b) Systems
(c) People
(d). Ensure What is promised is delivered
Moments of Truth
Measure
Take Feedbacks
Rewards and Awards
