Service Planning and Implementation
Develop and implement strategies and plans for the service operations.
Type
Functional
Competency Area
Customer Experience
Levels
Deliver service excellence by utilising organisational service operations resources
Recognise the role that one plays in the service value chain and organisation’s vision, mission and values
Acquire information commonly sought by organisation’s customers
Deliver service as part of a team according to the organisation’s service standards
Escalate service performance issues that affect the organisation’s service standards
Follow up with actions to resolve the service performance issue
Manage service operations
Recognise resources required for service operations
Recognise the resources required at different points of the service value chain
Deploy resources according to service operations plan
Recognise the role of support centres and/or contact centres in service delivery
Monitor workload allocation among team
Review resource requirements to cater to high volume customer traffic situations
Implement service operations to achieve service excellence
Resolve performance issues within one’s limits of authority that may occur during service operations
Monitor feedback from customers and team on service operations
Develop service operations plans
Develop service operations plan that is in line with the organisation’s customer- focused strategy
Communicate service operations plan to team
Evaluate performance of service operations against organisation’s key performance indicators
Implement corrective actions to improve service operations performance
Measure performance and improve service operations efficiency
Develop service operations strategy
Establish available resources
Define future organisational requirements based on future business plans of the organisation
Forecast customer demand patterns
Formulate required support necessary for service delivery given the organisation’s future needs
Map the service supply chain
Assess the organisation’s service capacity to minimise service disruptions
Develop key performance indicators to measure service operations performance
Establish business continuity plan for on- going service excellence