Service Organizations
Better service and performance start with managing processes, workloads and resources well, while keeping the customer experience and a high service level.
Service organizations, such as health funds, banks and other service-intensive bodies, deal with changing demand, workloads, many interfaces and the need to give fast, high-quality service. We examine service processes end to end, identify gaps and improve handling times, service level and the efficient use of resources.
The sector up close
Relevant challenges5
- 01
Workloads and waiting times
- 02
Many interfaces and complex processes
- 03
Variation in service level and quality
- 04
Allocating staff to match demand
- 05
Meeting service targets and SLAs
Key metrics5
Waiting and handling times
SLA compliance
Service level and quality
Output and resource utilization
Customer satisfaction
What makes us different4
Mapping service processes and the customer experience
Analyzing workloads, demand and data
Identifying the factors that affect service level
Re-examining processes and the operating model
Organizations we have worked with in this sector
What will your step change be?
If conventional improvement programs no longer deliver the impact you are looking for, it may be time to crack the challenge differently. Let’s look together at where your organization’s next improvement potential lies.
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