Decisions Related to Delivery of Service

Running a successful service company should be synonymous with delivering excelling service. If not, then why consider running a service business at all? Yet, if all companies which perform services effectively compete on providing the service, then the key differentiator lies in the service management model and the ability to execute it. Designing the service delivery system should focus on what creates value to the core organizations and how to engage frontline employees to deliver the ultimate customer experience.

1. Service Culture

Service Culture is built on elements of leadership principles, norms, work habits and vision, mission and values. Culture is the set of overriding principles according to which management controls, maintains and develops the social process that manifests itself as delivery of service and gives value to customers. Once a superior service delivery system and a realistic service concept have been established, there is no other component so fundamental to the long-term success of a service organization as its culture.

2. Employee Engagement

Employee Engagement includes employee attitude activities, purpose driven leadership and HR processes. Even the best designed processes and systems will only be effective if carried out by people with higher engagement. Engagement is the moderator between the design and the execution of the service excellence model.

3. Service Quality includes strategies

Service Quality includes strategies processes and performance management systems. The strategy and process design is fundamental to the design of the overall service management model. Helping the client fulfil their mission and supporting them in the pursuit of their organizational purpose, must be the foundation of any service provider partnership.

4. Customer Experience

Customer Experience includes elements of customer intelligence, account management and continuous improvements. Perception is king and constantly evaluating how both customer and end-user perceive service delivery is important for continuous collaboration. Successful service delivery works on the basis that the customer is a part of the creation and delivery of the service and then designs processes built on that philosophy this is called co-creation.

Service Delivery Process

1. Needs Analysis

To provide a service it is important to fully understand the needs of our clients. Theseus Professionals use proven and successful techniques to elicit the needs of clients.

This information gathering step can range from interviews of key staff to the development and performance of a formal survey. The objective is to determine the direction that the organization wants its program to go.

2. Course of Action

From the information gained during the needs analysis a course of action can be developed. The course of action may include short- and long-term actions. For example, short-term objectives might require the development of a Project Plan that outlines the strategy, steps, and resources needed to achieve management’s objectives. A long-term action might include outlining the level of commitment for a

Theseus Professional to support maintaining and improving the existing management systems. It is expected that a course of action will be proposed at the end of the needs analysis and formalized in a document (e.g., plan, outline, etc.).

3. Performance

Performance is dependent on the course of action selected. For example, performance may include periodic consulting sessions, where issues are discussed, and interpretations and recommendations are provided. Performance may involve coaching or mentoring an employee who would fill a position on issues related to standards and regulatory compliance or process improvement.

Performance may also include other consulting and training activities, such as setting up a measurement program, performing document reviews for improvement and compliance, participating in management review, conducting internal audits, or conducting training related leading to meeting an organization’s objectives.

4. Results

A successful relationship with a customer depends on the results that the consulting firm can deliver. Theseus Professionals are results driven, whether delivered results are measurable process improvements, compliance or certification to a standard or regulation, or effective training.

Other results may evolve as the relationship continues and may include internal audits that lead to improvements and business-related recommendations that are comprehensive, unbiased, and provide sufficient information for management to make decisions.