Service Excellence

Definitions: Service – Action of helping or doing work for someoneExcellence – Quality of being outstanding or very good

Client Organisation Service Provider

Mus

t be

alig

ned

ReputationIdentity

AttitudesExperience

Promise

Consumer FocusProcesses and ProceduresOrganisational Culture –

Hidden InfluencersProduct InnovationBrand Positioning

Strategic PlanEvolution

Business Objectives

VisibleTangible and

Implied

Contract Management

Service DeliveryClient Relationship

ManagementGovernance & Administration

Trust – Attitude Behaviour

Lead - Focus –Connect

Involve, Innovate and Influence

Lean Engineering- Making obvious what adds value.Responsive and

Flexible

Knowledge CapitalCompetencyRelationships

Group Habits or Behaviours

Leadership Style

“Success is as much the actual delivery as the perception of successful delivery” - Mark Finch

Risks: Compromise, Lack of Accountability, Inconsistency.

Measurement – Intelligent Key Performance Indicators which

support clients business objectives

A conceptual diagram of the principles and their inter-relationships in the Realisation of Service Excellence

by Mark Finch JZFM LtdFM Change Implementation

Image courtesy of "Harry Potter & The Sorcerer's Stone" by J. K. Rowling, TM & Warner Bros. Entertainment

“THE MIRROR SHOWS THE GREATEST DESIRE OF THE ONE LOOKING INTO IT UPON ITS SURFACE, OFTEN WITH THEM HAVING ACHIEVED SOME GOAL OR AMBITION. HOWEVER SINCE EACH PERSON IS UNIQUE, ONLY THEY CAN SEE IT FROM THEIR POINT OF VIEW”.