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.
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 and
fulfilment
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 focussed on operational efficiency, organisational
effectiveness or cost reduction and resizing may achieve short term goals but
rarely positions an organisation for future success.
The methodology is often to use static, off the shelf and “same
size fit’s all”, project management designed - not for the service sector but -
for industry. Such programmes do not engage with the management team or connect
with employees at any level. The result is a programme which operates independently
from the organisations core business activities and in isolation from it’s
people.
Such programmes concentrate on the defensive and negative
aspects of not loosing ground to competitors or recovering a financial
position. 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 downgrading
service and product performance.
Contrast the scenario above with AQADA performance and
change management programmes – the change is a sharp instrument, clearly and
precisely aimed with a focus on your organisation’s objectives and positive
goals. It defines the organisation as a contemporary and progressive company
anticipating the future operating environment and acutely focussed on the
customer. It prepares the way for improved service, innovative products, local
initiative and management creativity – aligned to customer needs.
AQADA work with progressive organisations that are successful, and
that 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 healthy
and a positive inspiration, managed poorly and with only financial goals the
change can be seen as a isolated event – a Board activity with no “buy in”
throughout the organisation. In the latter scenario the programme does not
reach its full potential.
A change management programme focussed on the
service 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 embedded
into an organisation’s culture and mainstreamed – as it has practical
application and context.
Improving the service dimension becomes a continuum
not a “one off” programme. Finally, it connects with the vital elements of the
change – people: individual customers, corporate clients, partners, community,
stakeholders and vitally management and employees.
AQADA service dimension change programmes still incorporate and
concentrate on performance and cost efficiencies as well as organisational
realignments as vital elements of the programme. However these elements underpin
the service dimension change, rather than function as the ultimate aim in
itself.
The transformation becomes an evolution and a
positive revolution. It integrates with strategic goals and creates a firm
foundation for future sustainable service improvement and financial control. It
ensures that your organisation is resilient and prepared for the post recession
trading environment.
For more information about AQADA click on the the link to the slideshare AQADA introduction
