Five Characteristics of Highly Effective Service Organizations

by | Feb 13, 2019

Five Characteristics of Highly Effective Service Organizations

The start of a new year is a time when many service organizations embark on new initiatives to improve the effectiveness of service operations.  Delivery strategies, systems, programs, organizational structures and practices are subject to review and consideration for change.

The most effective service organizations are not defined by their state-of-the-art systems, or adoption of the latest organizational designs.  The most Highly Effective Service Organizations embrace five core principles.

1.       Well Defined Service Strategy

Highly Effective Service Organizations are guided by a coherent strategy that aligns service initiatives to overall corporate goals and objectives.  The service strategy describes how service operations contribute to the attainment of specific corporate objectives.

2.       Appropriate Success Metrics

Highly Effective Service Organizations have the means to measure the contribution of service initiatives for specific corporate goals and objectives.  Success metrics provide tangible evidence of the impact service initiatives have on the attainment of corporate objectives.

3.       Performance Insights and Analytics

Highly Effective Service Organizations have the means to monitor the current level of performance for established success metrics with data and analytical insights.

4.       Ability to Execute

Highly Effective Service Organizations have the tools and resources required to execute service strategies.  System and resource limitations are overcome by justifying necessary funding levels to achieve expected outcomes.

5.       Means to Assess Customer Impact

Highly Effective Service Organizations have the means to continually assess the impact of service initiatives on customers with active feedback mechanisms to assure attainment of corporate objectives. Service is an active partner in the refinement of corporate strategy and direction and not just an instrument of implementation.

Make Services a Strategic Partner in Company-wide Success

Make certain that the role of Service is clearly defined and well aligned with overall corporate initiatives.  Monitor the indicators and service levels that reveal the extent to which service activities contribute to the attainment of corporate objectives.  Leverage customer feedback as a basis to influence corporate goals.  Identify opportunities to meet market needs and to mitigate issues that may diminish competitiveness and profitability.

Would you like to discuss how well you have embraced these Five Characteristics of Highly Effective Service Organizations?  Would you like examples of effective service strategies and metrics.  Drop me a note and let’s discuss.

Tom | 978.448.3166

tsweeny@servicexrg.com

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