iss uk advantage - service concept & excellence
TRANSCRIPT
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Service Concept & Service Excellence
Philip LeighChief Operating Officer
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Service Concept Definition
Turns our strategic choices into concrete and operational service offerings, by documenting how a service will be defined, delivered and positioned in a given market
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What is the value of defining a Service Concept?
Helps us define our value propositions = From product to customer orientation
Leveraging our global capabilities = From local to global
Allows us to create a more robust Service Delivery Model = From people to people and processes
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Concept Development - Service Concept Framework
Input Output
• Full documentation for each service concept (same process for all services)
• Framework for sharing best practices (same language)
What creates value for our customers and how do we contribute to the value creation?
Market characteristics
Trends and developments
Competitive situation
Market segmentation and target groups
Customer Strategy
Outsourcing development
Parameters of satisfaction
Market indicators of success
What are our core services /core competencies?
Define core services/ core competencies
Description of service offerings
List of services included (and are not included)
Description of how customer needs are fulfilled
Match client needs and our core business
Add-on services and link to other concepts
Technical documentation
Service Developments
How do customers and the community perceive our service concept and our business in general?
Mission, Vision, Values
Brand Strategy
Identity (internally/externally)
Marketing Plan (USP’s)
Marketing Material – Publications, web etc.
Market Positioning and Value Propositions
Messaging and go-to-market strategy
Networks and Industry alliances
How do we organize the delivery of our services?
Organizational structure and Operational set-up
Account management structure
Systems and manuals
Methods and products
Planning- and technical set-up
Quality Management
Job descriptions (Qualifications and skills)
Recruitment
Education and training
Management and administration (unions and compensation)
Procurement
HES standards & regulations
Retention and Cross Sales Initiatives – etc.
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Fundamentals - Service Concept
1. Choices made in Business Platform determines what Service Concepts to develop
2. Concept Development as a discipline
3. When documented – it can be transferred to another site or country
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https://www.theissway.issworld.com/Introduction/TheISSway/Service-Concept