Service Operations Excellence Strategy Map

Service Operations Excellence

As Customer Relationships becomes increasingly strategic asset, the need for a delivering flawless service becomes even critical.
 

Delivering such a strategic service requires a will to orchestrate a converged, complex, specialized operational service infrastructure that customer success remains consistent and perpetually sustainable.

Critical Success factors include:

• Converged and Specialized Infrastructure
• Integrated, Rationalized and Optimized Business Critical Processes.
• Drive customer awareness. .
• Create valid competitive differentiation. 
• Focus executive attention. 
• Continuous Improvement.
• Operations and Service Organizational Development.

The following Strategy map identifies the critical areas that must be considered to achieve Service Operations Excellence.



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For more  information Contact:

Kanwar Singh

Kanwar@incexecs.com

www.linkedin.com/in/kanwarsingh7

 





Customer-Centric Service Experience (CCSE) - Design for excellence

Customer-Centric Service Experience (CCSE) - Design for Excellence

The value of service design stretches across all industries and sectors. Companies and organizations can create an engaging brand experience and rewarding customer relationships through better design, not just in service - but also in products, environments and communications.

The application of CCSE principles and the value-adding of economic activities can enable the customer experience to be customized and choreographed to best achieve desired outcomes that favorably connect with the underlying operant resources engaged by the customer.

Customer-Centric Service Experience (CCSE) methodology should be a significant goal and objective of blueprinting, designing, and developing new service (and enhancing the existing services) to improve customer perceptions and experience that upgrades the service to reach an eminent level and assure customers’ satisfaction.

CCSE design and methodology is a cross-disciplinary collaboration and knowledge sharing function that becomes the catalyst to contextual research that identifies new areas for service innovations and opportunities, and the insights into new service vision and concepts derived from successful implementations of a variety of service provisions.

Embracing CCSE methodology will help you discover how design-specific competences can be systematically developed within your service organization. It will require the exploration of a range of issues in the customer’s journey such as how to look at the service process through the eyes of the customer; how to create visible evidence of customer value and lasting impressions of the service provider at touch points; and how CCSE design can offer companies (policy makers and practitioners) a vision for the transformation of services that is both profitable and pleasurable for the customer.

For more information contact Kanwar at:
www.linkedin.com.in.kanwarsingh7
Kanwar@incexecs.com
Tel: 480-773-9738

Operational Excellence Framework

Excellence in Service Oriented Organizations 

Customers are at the heart of any business. It therefore becomes critical to understand that any competitive business strategy is incomplete and any customer-facing process ineffective without a well defined Customer Relationship Management (CRM) Strategy.

A Customer Relationship Management (CRM) strategy is an implicit and explicit  business strategy supported by people, process, technology and social interaction, designed to engage the customer in a collaborative transaction that provides a mutually beneficial value in a trusted transparent business environment.

Any CRM strategy must recognize that satisfying customers is the sources of sustainable value creation. It requires a clear articulation of targeted customer segments and the value proposition required to fulfill them. Clarity of this value proposition is the single most important dimension of any customer related management strategy.

Another important goal of a CRM strategy is to evolve the enterprise from a marketing-oriented model based on product-centric approach, to a customer-centric model based on unique-customer-relationships.

 

Service Operations Excellence Strategy and Framework

Operational Excellence Strategy for service oriented enterprises is the integrated and aligned approach, methodology, solutions and processes used to comprehensively manage the customer’s interaction, experience, satisfaction and relationship with the company, product, brand and service.

The following models of Service Operations Excellence allows you to manage the customer's entire relationship with your product and company and therefore create, a customer lifetime value through key value drivers while addressing unproductive experiences.

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Coming next: Customer-Centric Service Experience (CCSE) - Design for excellence

For more information contact Kanwar at:
www.linkedin.com.in.kanwarsingh7
kanwar@incexecs.com   
Tel: 480-773-9738