Webinar: The Five Critical Success Factors to Service Transformation

Recent research with senior executives from a wide range of successful large European organisations (including Rolls Royce, Airbus, Alstom, BAE, BT, Avery-Weight-Tronix, Elekta, Eurocopter, Cisco, Areva, Schneider, Electric SA, Siemens, Dassault, Fujitsu, GE and others), where we examined challenges faced and successes achieved and to what extent companies such as these are undertaking service transformation programmes as part of their success, the results gave rise to the following five critical success factors to service transformation.

 
Join us at the webinar and learn:

• how transforming your service organisation can generate increased revenue and profitability
• what steps others have taken to achieve an effective service transformation
• what is required within the business to put a successful service transformation program in place

• Get closer to key customers:
  – Working in partnership with the customer to build strong long term relationship 
  – Establishing an ongoing and in-depth dialogue with customers to define their business challenges 
  – Understand how customers experience value, from both tangible and intangible benefits
   
• Strengthen the service propositions: 
  – Focus on cost, business case, and risk reduction for the customer. 
  – Addressing the business challenges of customers, utilising technology in the context of the customer's business 
  – Offerings that address the issues of cost containment, sustainability and response
   
• Focus on high quality service delivery: 
  – Deliver existing business and win new business, to scale-up, innovate, and respond. 
  – Best perceived quality will maintain consistently high price levels and contribute to building the Brand 
  – Growth of service revenues can only be achieved through standardisation 
  – Customers increasingly demand standardisation of their experience through design and management of all elements of the service experience delivery
   
• Deliver consistent, reliable, repeatable and sustainable solutions: 
  – Provide compelling and cost-effective propositions 
  – Services need to be designed and developed just like products. Doing so will make it possible to deliver high quality services to fulfil customer expectations
   
• Establish more effective remote support: 
  – The model will move towards a faster, lower-cost, and effective remote support
  

After registering you will receive a confirmation email containing information about joining the Webinar.

System Requirements
PC-based attendees
Required: Windows® 7, Vista, XP or 2003 Server

Macintosh®-based attendees
Required: Mac OS® X 10.4.11 (Tiger®) or newer

Space is limited so register now to reserve your webinar seat.