Levels of Service & Service Levels Rock Star Consulting Group www.rockstarconsultinggroup.com By Bob Panic Business Architect & Service Management Consultant Mob: +61 424 102 603 (24x7) Email: firstname.lastname@example.org
Thoughts on Service & Service Thinking • Service starts with the thought: I want to provide a Service! • Levels of Service = I WANTto provide… I CAN provide… I RELY on … to provide… • Service Level Agreements = I agree to provide… • Key Performance Indicators = How I measure the Service I Agree to provide… • Problem no 1: I am the one thinking! • Problem no 2: focus is on performance, but does performance = satisfaction? • Problem no 3: if I focus on satisfaction, who am I satisfying? • Note: SLA’s and KPI’s are BAU = We should be providing this as part of our business DNA!
What do Women Customers Want? • Challenge: • What is the customers THINKING and UNDERSTANDING on Service? • What are the service expectations from my customer? • What does my customer really want? • What does it take for my customer to be satisfied? • The customer knows me, BUT do I know my Customer? = ASK! • Aim: • Know the INDIVIDUAL, know the CUSTOMER!
Thoughts on Service & Satisfaction • Golden Rule: One should treat others as one would like others to treat oneself • Platinum Rule: Treat others how they WANT to be treated • Thought: • Potentially service and satisfaction are not the same; • …just because we provide a service, • and we createSLA’s, • and we set and meetour KPI’s: • this may notalways translate to satisfied customers!
Service Focus = Focus on Service & Satisfaction • Focus: • Understandwhat satisfies the individual customer = Key Satisfaction Indicators (KSI’s) • Reward customers by providing a great service but also reward the customer if our service is notgreat! • Penalise those (vendors and service providers) who do not provide the levels of service and satisfaction that our customers expect