MSP-08e » Service Improvement Program

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

In spite of the best efforts of the provider, service delivery to a client sometimes suffers chronic problems.  Both the provider and the client are typically aware of the decaying relationship.  Unless there is an intervention in the status quo, there is a good chance that the client will be lost.

MSP Module 08e, Service Improvement Program (SIP), provides the process framework for initiating and managing a client-specific initiative to get services back on track.  Sections in the module include identification of chronic delivery problems, launch of the SIP initiative, and development and management of an ongoing action plan for improved delivery.  Once the client is satisfied that service delivery meets the expected standard, the SIP is closed out.

This module consists of the Module Overview Diagram plus 6 pages of detailed process maps personalized for your company.

Benefits
Components
  • Improved client confidence in the provider's ability to deliver
  • Clients at risk of leaving due to chronic delivery issues are retained

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Ensure Service Level Objectives are being met and take corrective action when needed
  • Resolve chronic problems with service delivery for a client
  • Ensure company resources are aligned to resolve the client's issues
  • Restore client confidence in service delivery

At the onset of this process:

  • Service level reporting and client satisfaction surveys have been initiated
  • Service level metrics are not meeting objectives for a customer
  • A client has surfaced a complaint about service delivery

Upon completion of this process:

  • Success / closeout criteria for SIP have been met
  • Service delivery is consistently meeting Service Level Objectives
  • Chronic problems with service delivery for a client have been resolved
  • Service Improvement Plan has been finalized and posted
  • Service Delivery Lessons Learned have been submitted for Continual Service Improvement
  • Service ticket for the SIP has been updated and closed
  • Client satisfaction survey on service escalations has been initiated (when appropriate)

This process module includes these sub-processes:

  • 08e.01 Identification of a Chronic Service Problem
  • 08e.02 SIP Launch
  • 08e.03 Action Plan Development and Review
  • 08e.04 Action Item Management
  • 08e.05 SIP Progress Reviews
  • 08e.06 SIP Closeout

These metrics and KPIs provide an indication of process performance:

  • Client Loyalty / Promoter Score
  • Client Retention Rate
  • Client Satisfaction - Periodic Relationship Survey
  • Client Satisfaction - Service Escalations
  • Client Satisfaction Improvement
  • SLA Attainment Improvement

Process Overview Diagram