The challenge of delivering the strategy through an effective operation

Steve Downton, Downton Service Management Consultants Ltd, Noventum Group

Recent research applying the results from a benchmark review has shown that the strategy adopted by the service operation impacts significantly upon the revenue and margin performance of the business as a whole.

In addition the research confirms that success comes from constructing a successful strategy and delivering it into an effective operation, creating loyal, satisfied customers, while strongly growing revenue and profit. However the benchmark aspect of the research also confirms that establishing an operation that best delivers the business strategy is a major challenge, but when successfully accomplished is shown to deliver a handsome financial reward. Finally, the research highlighted that in the current economic climate, there is a great need to optimise existing solutions and generate as much value as possible from what is already in place.