Designing an Effective Process and Strategy for Your Company

We offer a variety of Process Design Services for eService, Support, Field Service and Professional Services operations. Our proven service design process leverages input from key stakeholders within the organization and real world observation to determine the changes necessary to optimize service processes. In addition, we will align processes with industry standards and best practices to ensure your success.

We have over twenty years of industry experience covering Retail, Customer Service, Banking, Telecommunications, Manufacturing, Federal Government, Regulatory Development, Community Technical Assistance, Information Technology Support, eService, Field and Professional Service operations. We are experts at helping organizations manage the rapid change and complexities inherent to technology service operations. Our expertise is grouned in running service operations and solving the complex problems that challenge most industries.

Service Design Process

We can design your processes from scratch or reengineer existing processes to take your organization to the next level of performance. We leverage our expertise and experience to align your new processes with industry standards and best practices, thereby ensuring your success.

Our Approach
We examine your processes and operating procedures to identify opportunities for improvement that will enable the organization to deliver the most efficient service at the right level of quality to customers. Service design process and reengineering projects typically include:

• Complete review of all detailed processes

• Analysis and identification of failure points in current processes

• Process redesign and creation of new process flows and descriptions

• Alignment of new processes to industry standards and best practices

• Determination of any systems impact and required enhancements

• Analysis of resource requirements necessary to execute new processes

• Change management training and roll out to the organization

• Creation of measures of success and key performance indicators

• Monitoring and tracking of performance to ensure success

Customer Feedback Programs

We can help you enhance your customer service program to enable effective measurement of satisfaction and loyalty. We leverage our expertise and experience to align your customer feedback program with industry standards and best practices, thereby ensuring you collect accurate, actionable data that leads to changes that drive increased satisfaction and loyalty among your customers.

Our Approach
We review your existing customer feedback processes and make recommendations designed to streamline the processes, enhance survey instruments and tools and ensure the program adheres to industry standards and best practices. The customer feedback engagement typically includes:

• Review existing customer satisfaction feedback processes

• Design event and periodic surveys for services

• Analyze feedback data and determine if results are statistically valid

• Create a process to develop action plans customer feedback

• Recommend communication processes to share improvements with customers

• If appropriate, assist in the selection of  third party Survey tool or vendor

• Provide recommendations for creating a customer loyalty and retention program

• Create customer satisfaction and loyalty measurement scorecards

Best Practice Benchmarking

We can help ensure your operation is aligned with industry standards and best practices. Through our work with the industry leading Service Capability & Performance (SCP) Standards, we have evaluated Support, eService, Field Service and Professional Service operations around the world. Our best practice information is among the most reliable in the industry because it is collected through rigorous onsite audits rather than simple surveys, which cannot be verified.

Our Approach
We compare your performance to industry standards and best in class practices, identify areas of weakness and provide a plan to drive continuous improvement year over year. Our best practice benchmarking engagements typically include:

• An assessment of your current service operations

• Comparison of the assessment results to industry standards and best practices

• Recommendations for improvement based on the best practice comparison

• If appropriate, adoption of SCP Standards as an improvement framework

• Audit service operations against SCP Standards to achieve certification.

Adoption of the SCP Standards is optional, however they provide a proven framework for continuous improvement and alignment with industry standards and best practices.

Poorly defined processes, improper staff training and badly implemented service infrastructure can lead to significant reductions in the efficiency of a service operation.  The results are slower response times and longer resolution windows, higher case backlogs, poor utilization of service staff, poor morale and higher turnover of service staff.  We can help streamline processes, improve operational efficiency and drive significant gains in service effectiveness. In addition, we can provide a framework for service excellence that will enable continuous improvement and measurement of service effectiveness.

• Create repeatable and predictable process outcomes

• Implement service industry best practices

• Leverage service industry standards drive success

Assessing Service Operational Performance

In order to identify the issues affecting operational performance, companies need to conduct detailed assessments to uncover root cause issues. Our proven assessment methodology leverages a four step process that includes interviews and round tables with key executives and individual contributors, discussions and site visits with strategic customers, service process observation and review and best practice comparison to align your processes with industry standards. The result is a clear understanding of the issues affecting your operation and a detailed road map to improve service operations efficiency.