Service offering optimisation
A shared service concept increases customer loyalty
A great service concept is not the result of standardised processes. It comes from collective commitment to a shared concept – from top management right through to front-line sales.
In recent years, we have seen an increasing number of service companies, private as well as public, invest considerable resources in professionalising/strengthening operations in their organisation – seeking to increase efficiency in the company’s “engine room”.
The manager’s role in the customer-oriented service company
Demands for increased productivity and increased customer focus may render it necessary for the manager/team leader to develop other management competences.
Avoiding the dead end of end-to-end optimisations
The approach prioritises simplification and sustainability in improvement efforts. Quick wins are only an added benefit, not the goal.