Five Characteristics of Highly Effective Service Organizations

by Feb 13, 2019

The characteristics of service organizations that appreciably drive service effectiveness and desired outcomes may surprise you.  The most effective service organizations are not necessarily defined by their state-of-the-art systems, or adoption of the latest organizational designs (although they certainly support functional and business goals). The most effective Service Organizations embrace five core principles that, to my mind, transcend technology or org-theory trends.  See what you think:

Five high-effectiveness characteristics of service organizations

1.       A 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. And it’s responsive and resilient in the face of changing customer profiles, trends, and demands.

2.       Appropriate success metrics

Highly effective service organizations have the means to measure the contribution of service initiatives to specific corporate goals and objectives. Success metrics provide not only visibility into progress against goals, but also insights into areas to strengthen within the service organization. (And when the service organization exceeds its goals, success metrics give service leadership leverage come budget time.)

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. These insights can both stretch organization-wide and provide pinpoint focus at the associate level to inform performance management.

4.       Ability to execute

Highly effective service organizations have the tools and resources required to execute service strategies. Leadership readily leverages performance data and analytics to justifying necessary funding levels that will address system and resource limitations.

5.       Means to assess customer impact

Highly effective service organizations employ active customer feedback mechanisms to continually assess the effect of service initiatives on CX. This direct customer knowledge empowers the service organization to take an active “seat at the table” when corporate strategy and direction are defined, assessed, and refined.

Apply the 5 core characteristics of effective service organizations to become a strategic partner for the success of your company.

  • Make certain that the role of your service organization 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? Contact ServiceXRG. Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time.

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