MSP-10f » Continual Service Improvement

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

In order to remain competitive and attain internal business goals for service growth, efficiency, and profitability, service providers must strive to continually improve both the value and quality of their service delivery.  Providers improve value to the client by solving business problems better, with richer offerings.  Services represent greater value to the provider when they are delivered with quality - efficiently and accurately.

MSP Module 10f, Continual Service Improvement, incorporates a number of service development process areas to achieve these goals.  The module includes three methods of assessing services - a performance review, a process audit, and failure modes analysis.  The module also includes processes for service improvement development and rollout.

This module consists of the Module Overview Diagram plus 13 pages of detailed process maps personalized for your company.

  • Service offerings are updated to maintain a competitive advantage in the market
  • Processes are more effective and efficient through collaborative improvement
  • Fewer service failures result in more satisfied clients and improved profitability

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
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Improve client satisfaction with service offerings
  • Improve client retention for recurring services
  • Improve competitive advantage through added business value
  • Improve compliance with service delivery processes
  • Improve the service performance of suppliers

At the onset of this process:

  • Service offering is live
  • Recommendations for service improvement have been identified
  • Periodic Service Performance Reviews are scheduled

Upon completion of this process:

  • Service Update has been rolled out to the affected service teams
  • Service Update has been rolled out to sales
  • Service documentation has been updated and posted

This process module includes these sub-processes:

  • 10f.01 Service Performance Review
  • 10f.02 Service Process Audit
  • 10f.03 Service Failure Modes Analysis
  • 10f.04 Service Update Design and Approval
  • 10f.05 Service Update Rollout (Kaizen Event)
  • 10f.06 Knowledge Management
  • 10f.07 Service Document Update

These metrics and KPIs provide an indication of process performance:

  • Client Loyalty / Promoter Score
  • Client Retention Rate
  • Client Satisfaction Improvement
  • Client Spend-share Growth Rate
  • Internal Knowledge Base Growth Rate
  • Internal Knowledge Base Hit Rate
  • SLA Attainment Improvement
  • Employee Satisfaction
  • Service Process Compliance

Process Overview Diagram