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White paper aims to define service1st of May 2013
Facilities services giant ISS has teamed up with HR specialist Aspector to publish a white paper discussing what role service has in organisations today and what constitutes excellent service.
The two companies found that that the companies who do deliver excellent service are superior in the areas of people, processes, leadership and culture.
A great service management model is built on a thorough understanding of what creates value for the customer and how the organisation can engage its employees in the delivery process. The four key elements in such a system are: service culture, employee engagement, service quality and customer experience.
Leadership and culture play a greater role in effective service organisations today than ever before, ISS and Aspector found. By creating a common vision, mission and values, the organisation has a common goal to steer towards. Value-based leadership is an effective way to make the values and vision become meaningful and relevant, when communicated and supported by first-line management and frontline employees.
People processes should also be at the core of any service organisation because the successful execution of the service delivery model requires the right people with the right competencies. They must also be motivated and engaged to work towards a unified set of goals.