All Blogs
- Facilities Management Journal roundtable in association with Cognito
- Why a double-dip recession needn’t mean a compromise on service levels
- Well done to Tristar Worldwide
- How poor service comes at a price - and some tips for best practice delivery
- 5 ways to provide service excellence
- Recognising award winning service
- Managers in Facilities Management: What issues are affecting you?
- For better or for worse – why good customer service needs equal recognition
- Is your organisation a churner or an earner?
- Taking Service Seriously - an interview with The Smart Van
- Five ways to measure customer satisfaction by profit
- How to provide great service – responding to customer reviews in real-time
- What’s your priority: cutting costs or customer satisfaction?
- The Service Management & Cognito Roundtable Discussion
- What is GPS jamming, and how to spot it in your workforce
- Driving Continuous Improvement: The Pursuit of Best-In-Class Service
- How Can We Excuse Rudeness in Customer Service?
- Exclusive Aberdeen Report: The Quest for Service Excellence in 2012
- Join our industry experts as we examine the drivers of Service Excellence
- Why service is a strategic board issue
- How to empower employees & raise service levels with performance management
- The Real State of Service: Direct from Service Managers
- YouGov survey reveals there’s still significant room for improvement in UK service
- The emotive topic of meeting ever-increasing service expectations – it’s all about communication
- Engineering Excellence: How technology & the engineer make for excellent customer service
- Ten Predictions for Service in 2012
- A look back at the themes affecting the service industry in 2011
- 5 quick customer service wins during the festive period
- Performance Management: A Background & 10 Recommendations
- How to ensure your service levels don’t go on strike
- Service 2020: How real-time performance management will drive the organisation of the future
- Service Management and Cognito Host Roundtable Discussion
- Re-engineering the Engineer
- Is the mobile workforce following the trend towards Android?
- Raising service levels - six tips on how to tackle it
- Why automatic scheduling may NOT improve your service performance
- C-level, take note - service matters when it comes to market share
- A snapshot of the industry from Service Management Expo 2011…
- Brighter thinking, better service
- The mounting pressures on the Modern Field Engineer
- What’s on your mind at SME11?
- A glimpse ahead at SME11
- What really matters when it comes to providing excellent levels of service?
- Trends & challenges in service management
- ServiceAssessor – where are you on the scale?
- How UK service culture is hotting up
- Tough npower Channel 4 assignment puts Cognito in the spotlight
- The 365-day countdown to London 2012 starts now - but are we ready?
- Why dynamic scheduling answers the demand to do more with less...
- Ten things you may or may not know about Cognito
- Addison Lee - driving service excellence through innovation and investment
- They Might Be Smart But Are They Tough Enough?
- Managing Transformational Change in Service Operations Pt 2
- Managing Transformational Change in Service Operations Pt 1
- Do Androids Dream of Enterprise Solutions?
- Improving the Service Experience by Thinking Outside-In
- How Dynamic Scheduling? Pt 2
- Mobile Workforce Device Security - Karen Thomas
- How Dynamic Scheduling? Pt 1
- What is Mobile Workflow? Pt 3: 'Flow'
- What is Mobile Workflow? Pt 2: 'Work'
- What is Mobile Workflow? Pt 1: 'Mobile'
- Why Dynamic Scheduling? Pt 3
- Why Dynamic Scheduling? Pt 2
- Why Dynamic Scheduling? Pt 1
- How Eliminating Waste Can Deliver Better Service At Lower Cost
Driving Continuous Improvement: The Pursuit of Best-In-Class Service
- 22-2-2012
- Categorized in: Service Excellence
I’m very conscious of two things in business today.
The first is how tough the modern service environment is. We’re probably all familiar with demanding customers who want ever better service at lower cost and in many companies this service needs to be delivered whilst responding to internal pressures for higher profits.
The second is just how much technology there is out there promising to improve the operations of service organisations.
But in all too many cases, businesses have found that though their service technology investments have delivered a positive return, they have fallen far short of expectations.
For this reason we’ve been exploring what technologies are best adopted and how they should be deployed to rapidly deliver benefits and enable an organisation to continuously improve.
From our research it’s clear that there are three key areas to focus on:
- mobilisation – the deployment of mobile technologies to automate previously inefficient manual processes and support workers in the field
- optimisation – the use of intelligent or dynamic scheduling engines to automatically allocate workers to jobs and adjust the schedule based on changes in the field
- synchronisation – the use of performance management solutions to balance the different aspects of the service operation and align the workforce with the organisation’s strategic objectives
In terms of deployment we recommend an approach which links together these three areas in a cycle of continuous iteration rather than the more typical (but less successful) approach of mobilise then optimise.
In our webinar on February 28th we will be exploring these themes further with Sumair Dutta of Aberdeen Group, sharing new research into the strategies pursued by best-in-class service organisations. Dave Webb, previously a Service Director responsible for over 500 field operatives, will then focus on the practical considerations of how to rapidly realise benefits and continuously improve.
To register, click here.
