Making your organisation – “a business that
customers want to do business with”
AQADA refine and redefine your service dimension
Your service dimension brings sustainable
differentiation – more than a USP.
It creates positive organisational DNA – the dynamic
culture, behaviours and attitudes that project a vibrant, powerful message.
It develops an image beyond brand equity and
resonance. It builds trust, integrity, standing and reputation which are
inextricably linked to profitability.
Why revitalise your service dimension:
Your service
dimension represents your organisation’spersonal interaction;
all the vital one-to-one, “touch points” where employees and services have
direct contact with customers / beneficiaries / the community.
Get it right and you win customers:
Direct impact: in a world-class organisation service is perfectly aligned - the glue that brings together and synthesises
marketing and operational effectiveness
Tipping point: Service
delivery is the moment truth - culmination of your organisational promises
regarding product quality, marketing and on-line activity
Values and value coincide: it constantly reinforces a positive image in your customers’ / beneficiaries minds built on the reality of satisfaction andfulfilment
Sustainable profit: Service delivery and fulfilment has a progressive
and cumulative effect directly linked to perceived value – therefore to price,
margins and profit
A standard consultancy focused on operational efficiency, organisationaleffectiveness or cost reduction and resizing may achieve short term goals butrarely positions an organisation for future success.
The methodology is often to use static, off the shelf and “samesize fit’s all”, project management designed - not for the service sector but -for industry. Such programmes do not engage with the management team or connectwith employees at any level. The result is a programme which operates independentlyfrom the organisations core business activities and in isolation from it’s people.
Such programmes concentrate on the defensive and negativeaspects of not loosing ground to competitors or recovering a financialposition. They are at best a blunt instrument and fail to ignite any enthusiasm or creative inputs from employees or customers.
These change, recovery, programmes are reactive;treat Clients and customers as “contracts” and consumers rather than people. On many occasion’s they are perceived by customers as a negative indicator of an organisation with slipping standards reacting to a downturn by downgradingservice and product performance.
Contrast the scenario above with AQADA performance andchange management programmes – the change is a sharp instrument, clearly andprecisely aimed with a focus on your organisation’s objectives and positivegoals. It defines the organisation as a contemporary and progressive companyanticipating the future operating environment and acutely focused on thecustomer. It prepares the way for improved service, innovative products, localinitiative and management creativity – aligned to customer needs.
AQADA work with progressive organisations that are successful, andthat recognise the time to change is when the organisation is in prime position.A renaissance business needs to adapt, evolve and transform ahead of the market– to retain a position of strength.
Handled well, a transformation can be a healthyand a positive inspiration, managed poorly and with only financial goals thechange can be seen as a isolated event – a Board activity with no “buy in”throughout the organisation. In the latter scenario the programme does notreach its full potential.
A change management programme focused on theservice dimension is clear and straightforward. It has clarity of purpose,context and positive intent. The focus is on value and values and it encapsulates everything that is good about an organisation. It establishes a feeling of continuity and permanence. The change becomes naturally embeddedinto an organisation’s culture and mainstreamed – as it has practicalapplication and context.
Improving the service dimension becomes a continuumnot a “one off” programme. Finally, it connects with the vital elements of thechange – people: individual customers, corporate clients, partners, community,stakeholders and vitally management and employees.
AQADA service dimension change programmes still incorporate andconcentrate on performance and cost efficiencies as well as organisationalrealignments as vital elements of the programme. However these elements underpinthe service dimension change, rather than function as the ultimate aim itself.
The transformation becomes an evolution and a positive revolution. It integrates with strategic goals and creates a firmfoundation for future sustainable service improvement and financial control. It ensures that your organisation is resilient and prepared for the post recessiontrading environment.
For more information about AQADA click on the the link to the slideshare AQADA introduction
Contacting AQADA
Please let us know what your needs and questions are, we will be more than happy to help. You can reach us on + 44 (0) 7930 400 721 or + 44 (0) 208 549 3903 and by email at julianknott@aqada.co.uk. or janechadburn@aqada.co.uk. We are looking forward to hearing from you.
Why revitalise your service dimension:
