Service Delivery Model
Running a successful service company should be synonymous with delivering excelling service. If not, then why consider running a service business at all? Yet, if all companies which perform services effectively compete on providing the service, then the key differentiator lies in the service management model and the ability to execute it. Designing the service delivery system should focus on what creates value to the core organizations and how to engage frontline employees to deliver the ultimate customer experience. The four key elements in such a system are Service Culture, Employee Engagement, Service Quality, Customer Experience. Service Culture is built on elements of leadership principles, norms, work habits and vision, mission and values. Culture is the set of overriding principles according to which management controls, maintains and develops the social process that manifests itself as delivery of service and gives value to customers. Once a superior service delivery system and a realistic service concept have been established, there is no other component so fundamental to the long-term success of a service organization as its culture. Employee Engagement includes employee attitude activities, purpose driven leadership and HR processes. Even the best designed processes and systems will only be effective if carried out by people with higher engagement. Engagement is the moderator between the design and the execution of the service excellence model. Service Quality includes strategies, processes and performance management systems. The strategy and process design are fundamental to the design of the overall service management model. Helping the client fulfil their mission and supporting them in the pursuit of their organizational purpose, must be the foundation of any service provider partnership. Customer Experience includes elements of customer intelligence, account management and continuous improvements. Perception is king and constantly evaluating how both customer and end-user perceive service delivery is important for continuous collaboration. Successful service delivery works on the basis that the customer is a part of the creation and delivery of the service and then designs processes built on that philosophy – this is called co-creation.
The Service Delivery Model template will primarily be useful for companies that provide various services. You will be able to build your Service Delivery Model using the slides from this template. If necessary, you can change the color and size of the blocks according to your requirements. Startups can also use this template. You can imagine the structure of your future services. Company directors can use this template when designing their company development strategy. Logistics managers can present their plan for improving the supply, processing and storage of orders in the warehouse. Also, this template will be useful for team leaders when discussing user requirements for a future software product. The slides of this template can be used by public welfare services. The Service Delivery Model template will be a worthy addition to your collection of professional presentations.