1

Service Concept & Service Excellence

Philip LeighChief Operating Officer

3

Service Concept Definition

Turns our strategic choices into concrete and operational service offerings, by documenting how a service will be defined, delivered and positioned in a given market

4

What is the value of defining a Service Concept?

Helps us define our value propositions = From product to customer orientation

Leveraging our global capabilities = From local to global

Allows us to create a more robust Service Delivery Model = From people to people and processes

9

Concept Development - Service Concept Framework

Input Output

• Full documentation for each service concept (same process for all services)

• Framework for sharing best practices (same language)

What creates value for our customers and how do we contribute to the value creation?

Market characteristics

Trends and developments

Competitive situation

Market segmentation and target groups

Customer Strategy

Outsourcing development

Parameters of satisfaction

Market indicators of success

What are our core services /core competencies?

Define core services/ core competencies

Description of service offerings

List of services included (and are not included)

Description of how customer needs are fulfilled

Match client needs and our core business

Add-on services and link to other concepts

Technical documentation

Service Developments

How do customers and the community perceive our service concept and our business in general?

Mission, Vision, Values

Brand Strategy

Identity (internally/externally)

Marketing Plan (USP’s)

Marketing Material – Publications, web etc.

Market Positioning and Value Propositions

Messaging and go-to-market strategy

Networks and Industry alliances

How do we organize the delivery of our services?

Organizational structure and Operational set-up

Account management structure

Systems and manuals

Methods and products

Planning- and technical set-up

Quality Management

Job descriptions (Qualifications and skills)

Recruitment

Education and training

Management and administration (unions and compensation)

Procurement

HES standards & regulations

Retention and Cross Sales Initiatives – etc.

11

Fundamentals - Service Concept

1. Choices made in Business Platform determines what Service Concepts to develop

2. Concept Development as a discipline

3. When documented – it can be transferred to another site or country

12

https://www.theissway.issworld.com/Introduction/TheISSway/Service-Concept