Service Provider Types Although most aspects of service management apply for all types, it is important to differentiate between them. The domains of customers, contracts, competition, market, income, and strategy have a slightly different meaning for the different types. Type I- Internal Service Provider : Type I is a service provider that is embedded within […]
TYPE I, II AND III PROVIDERS Read More »
Competition is extremely fierce in the world of business, only a handful survive, and some can barely keep up with the demands of the times. That’s why it is necessary to have an idea of what it takes to be successful and an integrated strategy to help maintain excellent service results. ITIL discusses at length
THE 4 P’S OF SERVICE STRATEGY Read More »
“Measurement is the first step that leads to control and eventually to improvement. If you can’t measure something, you can’t understand it. If you can’t understand it, you can’t control it. If you can’t control it, you can’t improve it.”– H. James Harrington Performance management is all about measurement. This means knowing where you came
Measuring Performance Read More »
Businesses are busy and unfortunately, that means that amongst other things they don’t have the time to meet all applicants for a job any longer. They need to pre-screen them (often via the internal HR group) and only those candidates shortlisted will be selected for that all important face-to-face interview where you can hopefully impress
Mastering the Art of the Telephone Interview: Tips to Land Your Dream Job Read More »
English: A business ideally is continually seeking feedback from customers: are the products helpful? are their needs being met? Constructive criticism helps marketers adjust offerings to meet customer needs. Source of diagram: here (see public domain declaration at top). Questions: write me at my Wikipedia talk page (Photo credit: Wikipedia) Once again like in most
DETERMINING THE VALUE OF A SERVICE Read More »
I think you all know that I’m a big fan of ITIL but sometimes I think it does get overly complicated (despite what I’ve said in previous posts). Take the definition of services for example: Internal vs. External OK now, I know its not rocket science by any means, but Internal services are those delivered
ITIL DEFINITION OF SERVICES Read More »
Perhaps somewhat self-explanatory, but Service Strategy is the strategy used by a business to execute its business objectives and meet the customer’s requirements. Utilizing Service Strategy within a business ensures that the business is able to create value for its customers and shareholders by contributing to the value and not just the costs of the
SERVICE STRATEGY – AN INTRODUCTION Read More »
Management of teams in a call center environment is never easy. Depending on your industry and your hours of operation not only do you often have to provide services and support during holiday periods, you often have to do it with a skeleton staff. If those employees are on the bottom end of your performance
THE UPS AND DOWNS OF PERFORMANCE MANAGMENT – USING A BELL CURVE Read More »
Goals are essential tools for driving behavior and helping organizations achieve desired outcomes. However, to be truly effective, goals must be clearly stated, well-defined, and aligned with broader organizational objectives. When thoughtfully designed and rigorously tracked, goals not only increase motivation and performance but also provide clarity regarding job expectations. Why Well-Defined Goals Matter Poorly
The Power of Goals: SMART, OKRs, and Effective Methodologies for Success Read More »
Quality measurements in manufacturing teams are actually somewhat easy to do – simply determine the number of parts that fail in a specific and measurable manner and review those failures against the successes or targets that have been set. Implementation of Self Directed Teams with appropriate Scanlon or Ruckerplans are great ways of having the
QUALITY AND CUSTOMER SERVICE Read More »
