Noventum/CompTIA Service Industry 'Cost-to-Serve' Benchmark

Together with CompTIA we offer the opportunity to participate in the Noventum Service Management "Cost-to-Serve" Benchmark.  The objective is to provide pragmatic help to enable companies to steer a path out of recession, back to growth and to provide insight into how optimised your service operation is when compared to peers (potential competition).

This benchmark has been designed as an annual event to provide long-term insight into progression and developing trends in the industry, providing the ability to compare historical results with current results to identify strategic shifts. Specific benefits include:

• Visibility of true costs and capacity to allow manageable growth
• An external reference point for your own operation
• Insight into how service operations are creating low cost high value operations with reduced volumes
• Insight into trends
• Indication of the measures that are being used

The scope of the current study will be product related services, to reduce the time taken completing the questionnaire, increase its relevance and to ensure much easier comparison and highlight the merging of these types of service offering.

The Benchmark will measure around 50 key performance indicators - identified as the most important measures by a working party of 25 service professionals (representing a good cross selection of interested parties). We will also include trend information gathered during the benchmark.

Data will be collected on-line using an easy-to-use questionnaire (circa 45 minutes) with output in the form of a confidential report for each individual participant charting their own company results against the other participants.

The time taken to execute the benchmark will be minimal and feedback is planned for the end of March 2010.

The report will present your data, as shown below, to enable a rapid and easy comparison of your result with the rest of the participants. Each result graph will be described from information gathered across the whole participant group. We will also provide an executive summary as part of the output for dissemination within the business.

Summary of content is as follows:

1. Preface
2. Background
3. Introduction
4. Understanding and using the report
5. Executive Summary
6. Results
   Section I - Measures from a Financial Perspective
   Section II - Measures from a Customer and Stakeholder Perspective
   Section III - Measures from an Internal Business Perspective
   Section IV - Measures from Staff Development and Growth Perspective

The increasing need for innovation to drive growth in service means that:

• A broadening and developing role of service coupled with close attention to performance is now required to survive
• Knowing how your services compare to others in the industry is key to your company's survival and growth in the current economy.

Benchmarking is becoming an important mechanism for improving business operations. To provide some background, this article will illustrate key service aspects, including results from our latest benchmark, published at the start of the year.

Cost-to-Serve Subscription
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More information:

Please download the attachment below for more detailed information on the benchmark and to view an example of the report.