Service Process Redesign

Instructor: Rajesh Dorbala

 • Service process redesign is the systematic
analysis, simplification, and improvement of
service delivery processes. It is a key tool for
What Is It? service organizations to improve customer
satisfaction, reduce costs, and increase
efficiency.
Why is it Important?
Service organizations face a number of challenges that make service process
redesign important, including:
Increasing customer expectations

Rising costs

Global competition

Technological change
How Does it Help?

Service process redesign can help

organizations to address these
challenges by:
• Improving customer satisfaction
• Reducing costs
• Increasing efficiency
• Improving quality
• Increasing innovation
 The Process
The service process redesign process typically involves the following
steps:
1. Identify the service process to be redesigned. This may be a specific
service process, such as the customer onboarding process, or it may be
a more general process, such as the order fulfillment process.
2. Map the current service process. This involves creating a detailed
diagram of the current service process, including all of the steps,
inputs, outputs, and decision points.
3. Identify opportunities for improvement. This involves analyzing the
current service process to identify areas where it can be improved.
4. Design the new service process. This involves developing a new
service process that addresses the opportunities for improvement.
5. Implement the new service process. This involves putting the new
service process into place and training employees on how to use it.
6. Monitor and evaluate the new service process. This involves
monitoring the performance of the new service process and making
adjustments as needed.
Examples

A bank redesigned its customer A hospital redesigned its patient A telecommunications company
onboarding process to make it faster scheduling process to reduce wait redesigned its order fulfillment process
and more efficient. times. to improve accuracy and speed.
Benefits
The benefits of service process
redesign can include:
• Improved customer satisfaction
• Reduced costs
• Increased efficiency
• Improved quality
• Increased innovation
 Some of the challenges of
service process redesign include:
Resistance to change from
employees
Challenges
Cost of implementation

Time required to implement

Questions? rajesh.19435@lpu.co.in