Spotlight on Service Management

1
Spotlight on Service Management

• Anticipation, not recrimination
• never having to say you are sorry
• Dr. Jenny Dugmore

2
Who does it apply to?

• Public or Private
• Big or Small
• Mature or Start Up
• Internet or Bricks Mortar
• In-house or Outsourced..

3
Service Management

• What is it?- process based framework- based on
  experience- a sign of a maturing industry

4
What is it?
Control Processes
Configuration Management
Change Management
5
What is it?
6
What is it?
7
What is it?
8
What is it?
9
What is it?
10
What is it?
11
Anticipation, not recrimination

• Configuration Change Management are not the
  only proactive service management processes
• Relationship Processes
• Business Relationship Management
• Supplier Relationship Management

12
Customer Supplier
13
Customer Supplier
14
Customer Supplier
15
Anticipation, not recrimination

• Customer Relationship Management
• CRM!!!!
• The Sharp End of Service
• Customer Satisfaction
• Customer Retention
• Winning new customers is expensive
• Ratio of 14 ..sometimes higher
• Unhappy customers spread the word
• Unhappy customers bring an overhead cost

16
Customer Satisfaction Management

• Customer Satisfaction
• What is it?
• How does it relate to Service Management?
• How can it be used in Customer Retention?
• High customer satisfaction means customers stay
  loyal
• A simplistic view of the relationship between
  satisfaction and loyalty.

17
A Simplistic View
0 Satisfied
Lost customer
18
A Simplistic View
100 Satisfied
0 Satisfied
Lost customer
Loyal Customer
19
A Simplistic View
100 Satisfied
Customer Loyalty Increasing
0 Satisfied
Lost customer
Loyal Customer
20
A Realistic View
100 Satisfied
0 Satisfied
Lost customer
Loyal Customer
21
A Realistic View
100 Satisfied
0 Satisfied
Lost customer
Loyal Customer
22
A Realistic View
100 Satisfied
Customers may be loyal, even if not 100 Satisfied
0 Satisfied
Lost customer
Loyal Customer
23
Anticipating the Impact of a Major Change
100 Satisfied
0 Satisfied
Lost customer
Loyal Customer
24
Anticipating the Impact of a Major Change
100 Satisfied
0 Satisfied
Lost customer
Loyal Customer
25
Anticipating the Impact of a Major Change
100 Satisfied
0 Satisfied
Lost customer
Loyal Customer
26
Anticipating the Impact of a Major Change
100 Satisfied
0 Satisfied
Lost customer
Loyal Customer
27
Anticipating the Impact of a Major Change
100 Satisfied
0 Satisfied
Lost customer
Loyal Customer
28
Anticipating the Impact of a Major Change
100 Satisfied
0 Satisfied
Lost customer
Loyal Customer
29
Anticipating the Impact of a Major Change
100 Satisfied
0 Satisfied
Lost customer
Loyal Customer
30
The Hostage Customer
31
Cost of Support

• Service management helps efficiency
• A reduction in reactivity reduces costs
• Unit cost of Problem Solving
• Another sign of a mature industry

32
Cost of Support
Unit Cost of Problem Solving - The Bangs for
the Buck of Operational Service Management
Change in Cost/Problem
Cost/Problem Fixed
Time
33
Cost of Support
Unit Cost of Problem Solving - The Bangs for
the Buck of Operational Service Management
Change in Cost/Problem
Cost/Problem Fixed
Time
34
Percentage of Reactive Process- impact on the
service quality
Service Quality
100 Reactive
50 Reactive
35
Maturity
I solve a lot of problems
36
Maturity
I solve problems faster
I solve a lot of problems
37
Maturity
I stop problems happening
I solve problems faster
I solve a lot of problems
38
Maturity
I dont know how much I cost
39
Maturity
I know, and its a lot
I dont know how much I cost
40
Maturity
I can prove Im value for money
I know, and its a lot
I dont know how much I cost
41
Where does it fit?
42
Questions?
43
Dilbert School of Service Management