What are the steps to implement and monitor your service operations strategy?

2 Define your objectives and measures

Based on your assessment, you need to define your strategic objectives and priorities for your service operations. These should be SMART (specific, measurable, achievable, relevant, and time-bound) and aligned with your business goals and customer expectations. You also need to establish key performance indicators (KPIs) and targets that will help you track and evaluate your progress and outcomes.

3 Design your service processes and systems

Once you have your objectives and measures, you need to design your service processes and systems that will enable you to achieve them. This involves mapping out your service delivery value chain, identifying the inputs, outputs, activities, roles, and resources involved in each process, and optimizing them for efficiency, effectiveness, quality, and consistency. You also need to design your service systems, such as technology, tools, standards, policies, and procedures, that will support your processes and enable integration, automation, and innovation.

4 Implement your service operations strategy

After you have designed your service processes and systems, you need to implement your service operations strategy. This involves communicating your strategy to your stakeholders, especially your service staff, and securing their buy-in and commitment. You also need to allocate and mobilize your resources, train and empower your staff, and execute your processes and systems according to your plan. You may need to pilot, test, and refine your processes and systems before rolling them out fully.

5 Monitor and review your service operations strategy

Finally, you need to monitor and review your service operations strategy regularly. This involves collecting and analyzing data from your KPIs, customer feedback, audits, and other sources, and comparing them with your targets and benchmarks. You also need to evaluate the impact and effectiveness of your strategy on your business outcomes, customer satisfaction, and competitive advantage. You should identify any gaps, issues, or opportunities for improvement, and adjust your strategy accordingly.