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Showing posts from December, 2014

THE 4 P'S OF SERVICE STRATEGY

Competition is extremely fierce in the world of business, only a handful survive, and some can barely keep up with the demands of the times. That's why it is necessary to have an idea of what it takes to be successful and an integrated strategy to help maintain excellent service results.

ITIL discusses at length the four “Ps” of strategy- perspective, position, plan and pattern, each of which represents a different way to approach your service strategy. Brief summaries are provided here: Perspective - This is basically the vision statement of an organization.  Why is it in business, why is it doing what it is doing?  What are the plans and ideas for the future and how does the organization interact with its customers?  A perspective cements a service provider’s distinctiveness in the minds of the employees and customersPositions - What is the competitive landscape and how will the organization compete with other similar providers?  What is the key distinction between them and oth…

MEASURING PERFORMANCE

"Measurement is the first step that leads to control and eventually to improvement. If you can't measure something, you can't understand it. If you can't understand it, you can't control it. If you can't control it, you can't improve it." - H. James Harrington Performance management is all about measurement. This means knowing where you came from, where you are and where you want to be in the future. It is only when you know those key elements will you be able to plan a path appropriately. Remember always that measuring performance is something that you need to be doing all the time - good times and bad - and it should be proactive and not reactive. Knowing what is broken when it is broken is not nearly as useful as knowing what will break before it breaks! Knowing what is going to happen while difficult is absolutely necessary in ensuring that you have the time to take the relevant steps to avoid it - while it might not be as glamorous for your career…