Service Engineering: Manage Scope/Approach
- To meet the constantly changing and growing needs of service organizations, professional service management requires that all processes are optimally organized and supported.
- Tasks within service management extend from the customer requirement to the actual provision of services:
- Partnership and contract maintenance, reporting and billing
- Service portfolio maintenance (costing, pricing, service engineering)
- Monitoring and control of service delivery according to the guidelines (SLA)
[fancy_images height=90 width=570]
https://tsgag.com/wp-content/gallery/images/5.png
[/fancy_images]
[one_half]
Customer Benefits
- Better communication with customers
- Greater flexibility and discretion in changing the requirements
- Increased customer satisfaction through ensuring (measurable) service levels
- Quality improvement in security, availability, performance
- Improved cost control
- Satisfied and motivated employees
[/one_half]
[one_half_last]
TSG Contribution
- Determining service management strategy and scope
- Describing process steps and procedures
- Defining staff and management roles
- Selecting support tools
- Reporting and clarifying reports
- Implementing processes
- Implementation of continuous improvement processes
[/one_half_last]