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  • Topic-3 Planning For Service Excellence

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    Shwin Lae Moe
    19 views6 pages
    This document outlines a 7-step process for planning service excellence: 1) research customer requirements and assess current service standards, 2) develop a service vision and objectives, 3) create strategies to make service a competitive advantage, 4) establish service policies, 5) develop a service-oriented culture, 6) implement the service plan, and 7) monitor results and review key performance indicators. The steps include developing an understanding of customers, benchmarking industry standards, defining a service vision and goals, integrating service into organizational culture, designing standard operating procedures, and tracking metrics.

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    Topic-3 Planning for Service Excellence

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    This document outlines a 7-step process for planning service excellence: 1) research customer requirements and assess current service standards, 2) develop a service vision and objectives, 3) create strategies to make service a competitive advantage, 4) establish service policies, 5) develop a service-oriented culture, 6) implement the service plan, and 7) monitor results and review key performance indicators. The steps include developing an understanding of customers, benchmarking industry standards, defining a service vision and goals, integrating service into organizational culture, designing standard operating procedures, and tracking metrics.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    19 views6 pages

    Topic-3 Planning For Service Excellence

    Uploaded by

    Shwin Lae Moe
    This document outlines a 7-step process for planning service excellence: 1) research customer requirements and assess current service standards, 2) develop a service vision and objectives, 3) create strategies to make service a competitive advantage, 4) establish service policies, 5) develop a service-oriented culture, 6) implement the service plan, and 7) monitor results and review key performance indicators. The steps include developing an understanding of customers, benchmarking industry standards, defining a service vision and goals, integrating service into organizational culture, designing standard operating procedures, and tracking metrics.

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    © All Rights Reserved
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    of 6

    Planning for

    Service Excellence
    Customer Service Planning
    1. Research & Situational Analysis
    2. Develop Service Vision and Objectives
    3. Develop Customer Service Strategies
    4. Develop Customer Service Policies
    5. Develop Service Culture
    6. Service Implementation
    7. Monitoring and Review – KPIs
    1. Research & Situational Analysis

    1. Understand Your Customers' Requirements


    1. Customer Persona
    2. Customer Journey Map
    2. Assess Your Customer Service standards and Internal Operations
    1. Service Gap Model
    3. Benchmark against industry standards, cross-industry be

    2. Develop service vision and Objectives

    1. Customer Service Vision


    2. Customer Service Objectives
    3. Develop Customer Service Strategies

    1. Customer Service as a competitive advantage


    2. Service as an integral part of organizational culture
    3. The role of people and technology

    4. Develop Customer Service Policies

    1. Service Design
    2. Develop Standard Operating Procedures
    3. Organize for customer service responsibility
    4. Internal Customer Service Policies
    5. Continuous improvement
    5. Develop service culture

    1. Service Leadership
    2. Recruitment
    3. Service Training
    4. Rewards and Recognition
    5. Appraisals

    6. Service implementation

    7. Monitoring and review – KPIs


    Thank You

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