Achieving business outcomes with service excellence

On average, customers who experience poor service tell 9 other people the bad news. Don’t risk losing a customer due to heated arguments or customer conflict. Best Companies has named Business West as one of the top 20 best business services companies to work for in the UK.

By defining the desired business outcomes that an organisation would like to achieve, it is possible to explain specifically how technology will help. It is vital that those who have the purchasing power in the business consider the impact that the technology will have on the business and whether it will effect some real change. For companies that sell services this is partly down to bid-to-win ratios falling. For other industries, rising costs of materials, coupled with a demand for lower prices, has led to profit margins being squeezed. Jeffrey K. Liker, Ph.D., author of the bestselling The Toyota Way, is Professor of Industrial and Operations Engineering at the University of Michigan and coowner of lean consulting firm Optiprise, Inc.

  • Scaling-up If you’re ready to grow your business, see what support and funding we can offer.
  • There’s nothing worse than feeling as though your message isn’t getting across, which only leads to irate customers.
  • Needless to say, for those higher up the management food chain, this should be a must-read if they have so far not jumped on-board the LEAN train.
  • Explain clearly without jargon how their products and services work and will be delivered to the customer.

Outcomes are not ambiguous or too simplistic, such as “make more money”. For example, stating that you want to grow revenue by £80K in quarter one is not a business outcome, it is a target that is rigid and open to failure. This rigidity does not enable companies to adapt a process to achieve a desired outcome.

How field service management is being changed by IoT

Belle Engineering Ltdmanufactures and sells light equipment to the building and construction markets. GL Events UK Ltdprovide temporary structures for large-scale events. Grass Valley Broadcast Solutions Ltdprovides technology for the live media and entertainment market. Hillcare Holdings Ltdprovide residential, nursing and dementia care. YHA is a charity which operates youth hostels and other accommodation to help everyone — especially young people of limited means — to access the countryside.

We’ll store this data in accordance with our privacy policy and process for the use intended. All work is carried out and managed by our in house teams, assuring you of integrity and consistently high standards you can rely on. We promise transparent pricing structures so that there are no surprise hidden costs. Introducing our Service Excellence Guarantee, our promise to deliver great service every day. To solve these complex and shifting needs, technology must be able to meet some clearly defined demands.

Delivering employee service and enabling staff to offer consistent service across all touchpoints and departments is king. This requires that the tools used have both increased functionality and greater flexibility. There is also a need for greater visibility of data and performance for senior and junior roles within the organisation. The Customer Charter tells customers what level of service they can expect when doing business with us and we measure our performance against these promises through the Standards of Service. Invest Northern Ireland has a stated ambition to become a ‘trusted business partner’ and is focused on ensuring that doing business with us is a positive experience. The future is exciting with new products and innovative ways of delivering services, all providing more choice.

Legal technology

The reputation of your business is one of your most valuable commercial assets. Offering customers a solution when they approach you with an issue or query is good customer service. But offering customers proactive solutions – that is, before they’ve even reached out for help – is excellent customer service. Try to identify opportunities to go above and beyond for the customer in your role.

GM Technology receives Business Services Excellence Award

Get in touch with the relevant team to find out how we can make a big difference to your business. Companies offering a final salary scheme to all employees, or one in which the employer’s contribution is at least 5%. Companies offering at least 10 weeks’ full pay or generous alternative.

On the other hand, if your primary goal is to add genuine value to your customers, then your chances of growing a more profitable business becomes immensely stronger. 21,000 businesses trust us to help them start, grow, innovate & export – as well as lobby government on their behalf. For any queries regarding your entry, please get in touch with the Chamber team at The Future of Service Forum brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors. Pressures on clinical teams across the NHS have never been higher, but it’s not just the pandemic that is to blame.