Post on 29-Nov-2014
description
Th S i V l Ch iThe Service Value ChainBalancing value-creation and economies-of-scale
Presented by: Ganesh Kashyap
An ASG Group Company
The Shared Services balancing actAn ASG Group Company
Business???
Business partner
Least cost providerStandardisedTailored
www.dowlingconsulting.biz
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The Shared Services balancing actAn ASG Group Company
Business???
Business partner
Least cost providerStandardisedTailored
• Limited menu• Pre‐packaged
C i• Counter service• Lower prices
www.dowlingconsulting.biz
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The Shared Services balancing actAn ASG Group Company
Business???
Business partner
Least cost providerStandardisedTailored
• Limited menu• Pre‐packaged
C i
• Extensive menu• Tailored
T bl i • Counter service• Lower prices
• Table service• Higher prices
www.dowlingconsulting.biz
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The Shared Services balancing actAn ASG Group Company
BusinessIs it
Business partner
Least cost providerStandardisedCustomisedpossible
to doto do both
• Limited menu• Pre‐packaged
C i
• Extensive menu• Tailored
T bl i both well?
• Counter service• Lower prices
• Table service• Higher prices
www.dowlingconsulting.biz
5
If Shared Services were a restaurant…An ASG Group Company
How would you define these different levels of service?‐ Please take 10 mins to discuss!
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The “restaurant” SS operating modelAn ASG Group Company
Customer facing
• Value• Flexibility• Choice
Customer Engagement
Café Menu
Fast Food Menu
Fine Dining Menu
Service Engagement
Kitchen
Internal operations
Service F lfill t
• Efficiency• Cost• Control
Kitchen Menu
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Kitchen
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Fulfillment
Operating Model ExplainedAn ASG Group Company
Decouple “Kitchen” from “Dining Room”
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Decouple Kitchen from Dining Room(Service Fulfillment vs Service Engagement vs Business Engagement)
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Head Chef owns “Kitchen Menu” and “Cooking Methods ”(Service Engagement owns Technical Catalogue, OLA, Workflows and Costs )
Manager owns “Customer Offer” and “Service Methods”(Business Engagement owns Business Catalogue and Prices)
3
Dining Room shapes “Experience”4
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g p p(Business Engagement owns Value Creation, SLA and Customer Satisfaction)
Operating Model ExplainedAn ASG Group Company
Decouple “Kitchen” from “Dining Room”
1
Decouple Kitchen from Dining Room(Service Fulfillment vs Service Engagement vs Business Engagement)
• Focus of the Service Engagement Manager is to represent• Focus of the Service Engagement Manager is to represent the capabilities of service fulfillment (i.e. the kitchen)
• Focus of the Business Engagement Manager is to represent the needs of the customer
• Together, they define and evolve the offer to the customer
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Operating Model ExplainedAn ASG Group Company
Head Chef owns “Kitchen Menu” and “Cooking Methods ”
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Head Chef owns Kitchen Menu and Cooking Methods(Service Engagement owns Technical Catalogue, OLA, Workflows and Costs )
• Technical Service Catalogue commits to an OLA and draws• Technical Service Catalogue commits to an OLA and draws upon component services (i.e. “ingredients”).
• Technical Services are fulfilled by assets, people and lean workflows that have to be standardised
• Transparency over the service fulfillment cost is essential
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Operating Model ExplainedAn ASG Group Company
Manager owns “Customer Offer” and “Service Methods”
3
Manager owns Customer Offer and Service Methods(Business Engagement owns Business Catalogue and Prices)
• Business Catalogue describes services in the customer’sFast Food • Business Catalogue describes services in the customer’s language, as a business outcome at a define SLA
Menu
Café Menu
• Customer experience is shaped by engagement methods and customer service workflows
• Price is determined by the Total Cost to Serve (i.e. kitchen costs plus dining room costs)
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costs plus dining room costs)
Operating Model ExplainedAn ASG Group Company
Dining Room shapes “Experience”
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Dining Room shapes Experience(Business Engagement owns Value Creation, SLA and Customer Satisfaction)
• Business Engagement and Service Engagement work• Business Engagement and Service Engagement work together to evolve the “offer” to the customer
• A new “offer” could mean:• A different SLA on an existing Business service; OR
b h l• A new Business service, combining existing Technical services; OR
• A new Technical service, slight change to existing Workflow; OR
• Totally new Workflow
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SummaryAn ASG Group Company
• It is possible to do both!It is possible to do both!
Business partner
Least cost idStandardisedTailored
1 Get your operating model right by separating out Service Fulfillment from Service
partner providerStandardisedTailored
1. Get your operating model right by separating out Service Fulfillment from Service Engagement and Customer Engagement
2. Know the difference between a Technical Catalogue and a Business Catalogue
3. Remember, there are multiple ways in which to tailor an “offer” and not all come at the expense of workflow standardisation.
4. But commercial discipline and cost‐transparency is essential for this balancing act to
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p p y gwork in practice
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Thank-you!An ASG Group Company
• Q & A
• Contact details:• Contact details:Ganesh KashyapDirector, Dowling Consulting irector, owling ConsultingEmail: ganesh.kashyap@dowlingconsulting.biz
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