The Vanguard Service AuditHow good
is your customer service?
How efficient are your service operations?
How enabled are your service people?
How much do your measures, work design and roles help or hinder the way you
serve your customers?
Get answers to all of the above with specific recommendations for immediate and
longer term actions for improvement. The Vanguard Service Audit will tell you where you
are today and chart your particular route to service excellence. Vanguard are leaders in
‘Lean Service’ – applying lean thinking to the design and management of
service organisations.
Call us now to schedule your service audit – get your results within one
week.
The Vanguard Service Audit The Vanguard Service Audit five steps to
understanding the ‘what and why’ of service performance
 |
1) What is the purpose? Are
there stated aims, is there a ‘de-facto’ purpose? Do measures relate to purpose?
2) What matters to customers? How much is known, how much is easily discovered?
How easily can customers ‘pull value’ from the organisation?
3) What is the current capability?
How predictable is performance, what is the level of performance? |
| 4) How well do service
processes work? How much waste, how much sub-optimisation? How lean is service delivery? 5)
How do system conditions help or hinder performance? |
| Do measures guide
learning or impede lean flow? Does IT enable or entrap? Are roles and structure aligned to
purpose? Is information facilitating lean flow? By asking and answering
these questions, Vanguard will be able to point you to the scope for potential improvement
and the short and long-term actions you need to take to improve service, revenue,
efficiency and morale. And we will give you the results within one week.
The Vanguard Service Audit... know where you are, where you could be and the
steps you could take towards Lean Service.
Lean Service – better service, lower costs. |
