Service Operational Excellence
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The missing link - The service promise and delivery
the article introduces the Service Delivery System as at new tool to support a new more balanced approach to Service Delivery. The Service Delivery System described in the Article is a method to bridge what was – until now – the missing link between the inside-out production approach with design of efficient processes and operational environments and the outside-in approach with design of service experiences.
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The manager’s role in the customer-oriented service company
Management is a discipline in which many service companies have invested considerable resources. We often meet middle managers who are well-trained in management of employees: the involving manager who focuses on the highest possible degree of specialist competences and employee satisfaction. However, it is not unusual to have long waiting times, unsolved cases and coincidental priorities due to the fact that the individual employee prioritises his own time and the execution of his individual tasks.
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How to improve Service Operations
In recent years, we have seen an increasing number of service companies invest considerable resources in strengthening operations in their organisation – seeking to increase efficiency in the “engine room”. For this purpose, many of the companies have drawn their inspiration from the long tradition of managing and optimising the daily production in manufacturing companies. In particular, Lean thinking has served as an important source of inspiration for operational improvements in service companies.