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A path to service excellence with Cognito’s Situation Assessment

If improving customer satisfaction, loyalty and retention are priorities for your organisation, maybe it’s time for a thorough 360˚ review in order to make the difference between service improvements and service excellence.


Once the need to improving service has been accepted, and the project a reality, there is an impulse to look to technology first to improve efficiencies and automate processes. However, starting with a clear route map to transforming service is essential.

This involves understanding current processes to benchmark what ‘now’ looks like, identifying what needs to be transformed and planning how to get there. Undertaking this assessment with the organisation’s strategic goals in mind is key in providing a long-term solution that achieves what you set out to do.

Use our three stage plan listed below to map your organisation’s route to service transformation.

1) Current state assessment

ž Produce a report that describes function and performance; the goal being insight into your current strengths and weaknesses that can be identified alongside priorities for change

ž Document the existing business processes

ž Identify who may be impacted by the proposed change(s)

ž Identify gaps in current and future processes

ž Prioritise strategic objectives

ž Ensure there is a baseline of current performance

ž Determine a basis with which to measure in the future

2) Define the future operating model

ž Detail a business requirements definition which will identify what is required to deliver better service and reduce guess work

ž Identify the scope of the proposed change

ž Understand the solution that is being proposed which will allow for resource planning and identification of impacted areas

ž Ensure it is possible to engage the stakeholder group

ž Quantify the benefits, ROI and the value to the business, this will help with internal justification and the realisation of service improvement

3) The plan for change

ž Consider the time, cost, quality and scope of the solution and then, if a phased delivery would be suitable

ž Understand how the implementation will impact on time, cost and resources, then identify key dependencies

ž When planning the project/solution phasing consider priorities alongside budget

ž Build a road map that encompasses strategic planning and shareholder value

ž Formalise budgetary costs ensuring that ROI has an associated cash flow

ž Make sure de-risking is not forgotten

ž Build a robust change management plan that takes into account the impact on the end user and looks to engage the workforce

If you’re interested in finding out more about how our Situation Assessment can put you on the path to service excellence, why not contact us to speak to one of our specialist consultants.

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