Our engagement methodology produces timely and measureable results for service organizations at any stage of maturity. We take a holistic view your business by examining seven pillars of service organization excellence:
The 7 Pillars of a Successful Services Business
Customers – Your customers are the center of your business. We believe that high customer satisfaction and loyalty is achieved by understanding their mission, providing proactive thought leadership, and deep consultative engagement.
People – Service Delivery is a people business. Recruiting and retaining the best talent is essential for growth and success. Training, enablement, and career development are also essential in the rapidly changing technology world.
Delivery and Operations – Service delivery is not only about quality on-time and on-budget engagements, but having the right operational and delivery processes to achieve consistent results and profitability.
Solutions – Having a competitive edge in solutions is about knowing your customer’s needs, your core competencies, and where the industry is going. You also need the right enablement programs to quickly go-to-market and deliver new solutions.
Financials – Having clear financial goals and visibility of revenue, profitability, costs, and cash flow is critical to executing on the business plan and making the right investments.
Growth – Your business development strategy must produce a pipeline and backlog sufficient to meet your revenue growth goals and keep your resources utilized.
Vision and Values – Your customers, employees, and suppliers must all have a shared understanding of your company’s vision, goals, and ethical values. Communication must be frequent and consistent.
Our process is designed to address your priorities regardless of whether your issues span multiple pillars or just one. The engagement process consists of the following steps:
- Agreeing on the engagement scope by discussing your service offerings, business goals, critical needs, and pain points
- Interviewing key stakeholders to understand the current state of the business
- Accessing the current state of your business across all seven or a subset of pillars
- Develop a plan with specific actions, ownership, and SMART goals to address the most critical areas of need. SMART Goals are: Specific, Measureable, Attainable, Realistic, and Timely
- Develop objective metrics to access progress against the plan and to monitor the business
- Review and refine the plan to achieve buy-in from key stakeholders in the organization
- Continuous monitoring, review, and refinement
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