Service Management
The Service Management Workshop develops a framework for assessing the relative attractiveness of possible service products and our strengths and weaknesses against possible alternatives. It looks at developing plans to improve our capabilities in the most interesting products and assesses how much effort both short term and long term we should devote to them.
It then looks at ways to organise the service operation so that it runs as a profit centre with the service function itself operating as a factory with capacity variances, efficiency variances etc. to control the addition of additional people as the “productive hours” are grown.
Finally the workshop looks at ways to motivate the service personnel to maximise the “productive hours” the “factory result”, the “contribution from profit centre” and the customer satisfaction. It looks at ways to encourage “knowledge transfer” between the service people, customer care and customer feedback.
Each participant is provided with the tools to develop an optimisation of the time spent on each service product, a spreadsheet detailing the information, a report describing the results and a set of all the presentations made during the programme.
The workshop uses a combination of group exercises, assessing DVD’s and group brainstorming on the results supplemented by a minimum level of “best practice” from the literature and other companies.
