Navigating a New Industrial Infrastructure

Service Process Mapping: Ideas and Tools

Service Process Mapping

Business process mapping is often a great way of having the processes impacting your business visualized. It is simple to understand the process, work with it and improve it.

In business process improvement we always start by mapping the current reality of the process or processes.

See examples: System Map – Mapping Customer Processes

Evaluating a roadmap of how the process is meant to work and ways in which a procedure really works is usually showing all the details we need to focus on.

These techniques, initially developed to be aware of production processes, tend not to always convert well when you work with services.

When you work with service process however you can apply the same strategy:

Any service process will take a lots of forwards and backwards – between all stakeholders, internal and external. Therefore we need to focus on the dynamics and interactions and identify the cause and effect relationships throughout the process.

Service process ordinarily has additional decision and control points. All decision points are really a great source of real information for your processes. These decisions support the answer to being familiar with all possible inefficiencies with your process.

Due to the unique nature of a service process, as well as the level of checks and decisions – the service process maps may look additionally too complicated at first to draw and develop a process map. Outlining all checks and decisions is essential, but when you create an excessive amount of complexness – this can create overload and make it hard for management to make the right decisions.

The individuals doing the job the exact process are classified as the only ones that really know the complexness on the process. They are really those who work throughout the decisions point everyday. Getting them on board when you map a service process gives important insight towards the business process map viability and acceptance by management.

Read: Simple 5-Step Guide to Improve your Business Processes

Take advantage of the process map to assist your decision making when developing strategies. They should describe what needs to be done in a usual implementation.

One can find different ways to do service process mapping. You can start from the bottom and work towards the top or the other way around.

Bottom to top process mapping starts off together with the finest details – all iterations, activities and steps to see the real picture of the process. When you work from the top – down, you typically start with the goals and strategies as well as stakeholders expectations. This is usually more effective way to do service mapping because you start by defining your customers’ requirements and can easily identify flaws and weaknesses as move downwards.

Next: SIPOC Tool for Process Analysis

Service Process Mapping: Ideas and Tools

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An insurance company transforms itself by putting technology first

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The Internet of (Wonderful and Scary) Things

One is the loneliest number

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One is the loneliest number

What makes transportation smart?

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Developing Africa for the next horizon of growth

Micromobility’s 15,000-mile checkup

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Micromobility’s 15,000-mile checkup

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Make Your Communication Technology Work for Customers

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Customer experience as a value driver in German retail banking

Ethics as Conversation: A Process for Progress

Critical Success Factors Development, Implementation and Tracking

Critical Success Factors (CSFs)

Critical success factors may seem complex, but it is really a fairly simple method. CSF is really a high level objective which is crucial for any business to satisfy.

Online KPI Dashboard with Strategy Maps and Action Plans: Try Now SAR by Mr Dashboard

To be able to show good results, critical success factors should:

• Always be important for the business success
• Support the business or specific division
• Focused straight towards the overall business mission and strategy

Figuring out your Critical Success Factors:

Before you decide to do anything whatsoever, it really is essential to pull your team and all people who are going to be focusing on the critical success factors for the business.

This starts at top level in your business. It is very essential to have senior management on board. Some businesses decide to deliver presentations and meetings by using consultants to assist the development procedure. Other businesses choose to do it themselves. It all depends on hte experience of your team.

It is very beneficial to ask all employees to give ideas and feedback…

It is essential that employees are in a position to offer their open feedback in certain form whenever you are figuring out CSFs. However, this task could enter into play following next step, based on your own choices. You can both have input off their divisions play a part from beginning or you can show up together with your CSFs having a smaller sized group and after that obtain the feedback. Irrespective of everything you choose, ensure ideas from throughout the board will be considered.

Try to look at all components of the long-term goals and objectives

This process will require a while. However, they may be essential in assisting you outline and figure out your real critical success factors.

Define the key elements of your business plan

To be able to accomplish a strategic business plan plus overcome difficulties, you will require to comprehend exactly what the important aspects will be in reaching the business plan.

Conventional strategic models only look at financial viewpoints, however that method is limited. You will find a number of more essential elements that will impact solution that cannot correctly be in to the class of financials.

This is  why using strategy maps and balanced scorecards is a must have for any business.

Whenever you categorize the strategic goals in multiple perspectives, you might be in for higher success and much better performance monitoring and KPI tracking.

Apply strategic business plans together with your critical success factors

Among the very best methods to accomplish this really is by making a really multiple-perspective Balanced Scorecard. Balanced scorecards are strategic business management tools that enable you to accomplish the critical success factors.

You have applied your strategic business plan and critical success factors. Does everybody know what the CSFs actually are?

Through all of the making and starting, it could be simple to skip the conversation. Conversation is associated with effective performance because you require your whole business aboard for implementing your strategy.

Monitoring Critical Success Factors

In the event you accomplish the CSFs, you might be likely to accomplish your current strategy. You require to get the best actions and tasks in position and precisely measure your progress.

You will be analyzing several actions which will enable you to find out the way you’re performing towards certain objectives.

In the event you’re not carrying out well using these CSFs – you will know that the strategic objective might not be achieved and you need to make changes.

2 Ways to Effectively Track Your Critical Success Factors: Online and Offline

Remember that outlining your strategy and CSFs and list of KPIs is just the start. You eant to make sure everyone is on the same page. You want to see the team focused towards the strategic goals.

However this is where the real work begins. You need to continuously execute and track your progress.

Ready to go tools for successful strategy execution:

• Online strategy software and dashboards
• Excel based dashboards

Critical Success Factors Development, Implementation and Tracking

Customer Experience Improved Instantly In Your Support Center (Easy)

Customer Experience Improves Instantly:

Customer experience is definitely the foundation of any customer help-desk’s performance. When you make choices to optimize your support – it is essential to adopt tools and techniques which are meeting your clients’ needs.

As the urge may be to concentrate around the figures, it is essential to ensure that individuals numbers are supported with a service mindset.

“Majority of customers say their primary factor in service experience is a fast answer to their issues”

Naturally, customers do not wish to take a seat on hold for extended periods of your time. They also don’t want to struggle to obtain a solution if it takes long. While we mentioned within the guide KPIs to assist Desk Effectiveness – it is important to have the effectiveness and optimisation goals centered on first call quality. In addition, the time for you to solving any customer issues. By doing this, you are offering by far the most satisfactory customer experience for your clients.

Within our last guides, we talked about the significance of customer scores in improving your customer support help-desk. Whenever a majority of customers tend to be more fix issues alone rather than ask for help – it is essential to do something making it simpler to get service.

Having a remote support software program that just requires customers to put in a quick support in seconds – you will be in a position to effortlessly start a remote control to resolve the issue with hardly any effort around the consumer’s side.

“By investing an extra little time and attention for each customer call – businesses view a payoff from customers’ loyalty”

Even though many support divisions evaluate call time being a key effectiveness KPI, putting too much focus on short times would ever hurt the experience.

Investing an extra time for each call to talk about a person’s knowledge about product elements can assist you to develop trust and provide assistance that the customers might not know they require. Service groups can show attributes and provide insights that buyers can easily see on screen – which additionally encourages trust.

“Customer service teams can communicate with clients 3-4 times more often compared to the sales people”

Because the most common touchpoint inside a customer experience, the assistance desk is the answer to client retention, prospecting, and any other future possibilities.

By signing every call inside a discussed CRM – your help desk could straight impact your sales goals. They are in a position to develop possibilities for sales people to call on with certain upgrades possibilities or customer needs that will just be resolved by your sales reps.

Since simpleness of getting services are this type of foundation from the help-desk experience, first-call quality is really a way to provide clients the solutions they require on the very first try. Using the capability to straight view customers’ devices you are in a position to rapidly analyze the issue.

Along with easy execution of TeamViewer remote access plus support software program, you are able to improve your call quality inside a short duration of time. Take a look at the Guide on Remote Access Execution to find out how easy it really start.

Summary:

Your help-desk is definitely the foundation for customer action and supports the tips for customer satisfaction as well as your business track record. Remote access with support application ensures it is simpler than ever before to resolve your clients’ issues as effectively as is possible. Take a look at the help-desk reports to understand much more about how remote access program will help optimize the help-desk and register for a totally free demo of TeamViewer to begin enhancing your customer satisfaction right now.

Remote Access for all your devices: Get your TeamViewer license today and save 25%.

 

Customer Experience Improved Instantly In Your Support Center (Easy)

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Business Growth Management System (SAR Online by Mr Dashboard)

The Elements of Business Growth System

If you look in a dictionary, “system” is a set of things working together as parts of a mechanism or an interconnecting network. Based on another definition, system is a set of principles or procedures according to which something is done – an organized scheme or method.

If we want to define a business growth system, it will be a system that is optimized and streamlined for growth. One of the most important characteristic for business users is that the business growth system needs to be reliable, predictable and optimized.

Reliable Business Development System

To be able to forecast and plan growth you need a reliable system. While your business system will never be perfect, it should be able to give you a good estimate of future performance based on your strategies and activities.

In addition, your system has to be optimized or streamlined. You don’t want to waste time and resources if you don’t have to. You are trying to get your results done with as little resources as possible in a minimum time possible.

The business growth system is more than a business strategy. Strategy by itself is a game plan to achieve your business goal or mission. However, while most companies have no shortage of strategies, the execution part is where the difference is made between winning businesses and companies that don’t perform well.

This means that your business development system must integrate the goals, strategies and the implementation part – in one high performance system.

If you don’t have a well performing business growth management system, here are the 3 elements you need to put together and streamline all of them into a one system

1. Your business goals and strategies
2. Your action plans and activities
3. Your results monitoring system

However, there is one important thing – the diagnosis part. This is more than doing business analysis or looking at your results!

It is an activity performed by a skilled business strategist to identify the reasons behind high performance or the causes of poor performance. This is where you need to identify the bottlenecks in your business processes and overall system.

All things being equal, focusing on improving your bottlenecks versus spreading your resources and time all over the place, will make an enormous difference for your business.

The SAR system by Mr. Dashboard, was developed based on working in the field of management consulting. It stands for strategy, action, results.

It is a very simple formula but powerful system that can deliver the optimum results for your company.

The SAR formula: Strategy + Action = Results

Based on this formula, the entire SAR system was developed and at the same time it is used for identifying opportunities and issues on time.

The SAR is an online app for developing and managing your business growth system
It simplifies the way you work and in addition if you use it daily it will help you improve your current business results.

The business management system and app includes:

Strategy map tool

You can define and organize your strategies

Action plan tool

For each strategic objective you can develop action plan

Daily activities tool

You can allocate your action plan items to your daily activities

Online KPI dashboard

You can use the online dashboard to track your results and KPIs

Idea generator tool

The idea tool helps you generate new ideas for your business

While for new or inexperienced business managers this might seem complex – the reality is that developing your system with SAR is very simple. The app includes video tutorials teaching you how to use the system and how to think about your business to continuously grow and improve. This is the skills that every serious manager needs to develop and use.

The system is online so you can work anytime from anywhere. You can work by yourself or use a team account to share with other users in your business.

Learn more and subscribe to Mr. Dashboard online app here: Mr Dashboard Online

Business Growth Management System (SAR Online by Mr Dashboard)

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6 Ways to Smart B2B Segmentation (Tutorial)

Business to Business Market Segmentation Strategies

Business to Business (B2B) Segmentation Variables:

Various approaches you could consider in B2B segmentation:

1. Geography (For example: global, national, regional, local)

Some companies sell worldwide while others sell locally. This is generally a starting point for creating your B2B segmentation. Once you decide where your target market is, you can go into more details.

In addition to geography, you should also consider more factors like language and culture. For example, you can decide to focus on targeting globally only to the English speaking countries.

2. Company profile (For example: number of employees, revenue, years in business, industry, credit rating, ownership, technology used)

By using these company profile variables you can create and evaluate many different segments. At each step in your segmentation, evaluate how important and relevant each variable is to your business.

For example, company’s revenue can be relevant segmentation factor if you sell production equipment worth millions of dollars. However, company’s revenue might not be so important in your segmentation if you sell $300 inventory management software.

3. Purchasing process (For example: price based purchase, approved vendor process, bid process)

Based on your business strategy and the way you do business, you want to consider organizations with certain purchasing process in place. This is very useful segmentation to avoid waste in your marketing.

4. Risk (For example: risk takers vs risk averse)

The risk variable is important for some products especially when selling brand new products, technology driven products, new industrial equipment, outsourcing solutions and high level consulting services.

5. Product adoption stage (For example: innovators, early adopters, laggards)

When you sell brand new products you want to target the innovators. These are the companies continuously looking for ways to adopt new products, processes and services and find new ways to improve their business performance. On the other hand, other companies might focus on selling the good old product and service to the laggards.

6. Organizational structure (For example: centralized structure with typical corporate decision making vs decentralized structure where local regions and offices make purchasing decisions)

For selling big ticket items in most cases you need to deal with corporate buyers while in other cases you may want to target local buyers through company branches and local offices.

For new businesses, products and services it always takes a certain degree of experimenting with various segments and combination of segmentation criteria.

This is why you will experiment on a small scale. While there is no right way and wrong way in creating customer segmentation in business to business, it takes time, analysis, tracking results, testing and monitoring outcomes and ROI to develop your ideal prospect profile.

For existing products and services the process is simpler and faster. You can start with your existing customer base. Based on your sales transactions history you can segment your current customers into various segments and identify effective and profitable market segments. You can also use the RFM analysis (explained in more details later).

References:

Marketing Leverage System

6 Ways to Smart B2B Segmentation (Tutorial)

Do Workplace Wellness Programs Really Work?

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Five Key Elements of Problem-Centric Selling

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Globalization, robots, and universal basic income: Jason Furman on the future of work

President Obama’s top economic adviser explains which policies could help workers succeed in an era of globalization and automation.
Globalization, robots, and universal basic income: Jason Furman on the future of work

Digitization, automation, and online testing: The future of pharma quality control

Emerging technologies can make quality control (QC) faster and more efficient. What do pharma companies need to do to become QC leaders?
Digitization, automation, and online testing: The future of pharma quality control

Blockchain’s Occam problem

Blockchain has yet to become the game-changer some expected. A key to finding the value is to apply the technology only when it is the simplest solution available.
Blockchain’s Occam problem

AI for human development

While AI has considerable potential to serve the public good, key bottlenecks from education to risk reduction must be overcome, writes Michael Chui in Project Syndicate.
AI for human development

Zero-based budgeting gets a second look

Digitization is breathing new life into a ground-up budgeting approach that debuted in the 1960s. Here’s how CFOs and other business leaders can make it work in their own organizations.
Zero-based budgeting gets a second look

It’s Time to Make Paternity Leave Work

The compliance function at an inflection point

McKinsey’s benchmarking survey of leading banks helped identify five steps toward transforming the efficiency and effectiveness of the compliance function.
The compliance function at an inflection point

The best ideas from the 2018 Global Infrastructure Initiative

Several ideas that came out of our recent Global Infrastructure Initiative summit could help the capital projects and infrastructure industry make strides.
The best ideas from the 2018 Global Infrastructure Initiative

What separates leaders from laggards in the Internet of Things

Even among companies working at scale with the Internet of Things, there’s a wide gap between top and bottom performers. Nine practices distinguish the leaders from their less successful peers.
What separates leaders from laggards in the Internet of Things

Globalization, robots, and universal basic income: Jason Furman on the future of work

President Obama’s top economic adviser explains which policies could help workers succeed in an era of globalization and automation.
Globalization, robots, and universal basic income: Jason Furman on the future of work

Digitization, automation, and online testing: The future of pharma quality control

Emerging technologies can make quality control (QC) faster and more efficient. What do pharma companies need to do to become QC leaders?
Digitization, automation, and online testing: The future of pharma quality control

Blockchain’s Occam problem

Blockchain has yet to become the game-changer some expected. A key to finding the value is to apply the technology only when it is the simplest solution available.
Blockchain’s Occam problem

AI for human development

While AI has considerable potential to serve the public good, key bottlenecks from education to risk reduction must be overcome, writes Michael Chui in Project Syndicate.
AI for human development

Zero-based budgeting gets a second look

Digitization is breathing new life into a ground-up budgeting approach that debuted in the 1960s. Here’s how CFOs and other business leaders can make it work in their own organizations.
Zero-based budgeting gets a second look

Testing the resilience of Europe’s inclusive growth model

Keeping the essence of Europe’s current inclusive growth model does not preclude it from adapting its current social contracts to protect its citizens, whatever the disruptions that lie ahead, write Jacques Bughin and Christopher Pissarides in VOX EU.
Testing the resilience of Europe’s inclusive growth model

Beyond a ‘Winner-Takes-All’ Strategy for Platforms

How can the private and public sectors work together to create smart cities?

Smart-city experts share examples of successful public–private partnerships from around the world.
How can the private and public sectors work together to create smart cities?

Make working capital work harder for you

Companies can unlock value by managing working capital more effectively. Top performers are transforming the cash-conversion culture across the organization and implementing advanced digital-analytics solutions.
Make working capital work harder for you

Fighting back against synthetic identity fraud

Digging deep into the data trails people leave behind can help banks detect whether their customers are real or not and stem losses from this fast-growing financial crime.
Fighting back against synthetic identity fraud

Artificial-intelligence hardware: New opportunities for semiconductor companies

Artificial intelligence is opening the best opportunities for semiconductor companies in decades. How can they capture this value?
Artificial-intelligence hardware: New opportunities for semiconductor companies