Transformation
7 articles on Transformation, newest first.
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Defining Service Excellence in Practical Terms
Service excellence is consistent delivery of outcomes consumers value, supported by capable people, controlled processes and purposeful technology.
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Building the Case for Proactive Service Management
Proactive management invests in preventing avoidable demand and disruption instead of repeatedly absorbing the same operational pain.
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Aligning Services to Consumer Requirements
Alignment begins by understanding consumer outcomes, constraints and moments of truth before defining processes or selecting tools.
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Why the Support Centre Is a Strong Transformation Starting Point
The support centre offers rich evidence about demand, friction, knowledge gaps and consumer perception across the enterprise.
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Applying Kotter to a Service Transformation
A structured change approach helps leaders create urgency, mobilise a coalition, communicate the vision and embed new service behaviours.
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Balancing the Four Dimensions of Service Management
Service design is resilient only when organisations and people, information and technology, partners and suppliers, and value streams and processes are considered together.
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Setting Transformation Objectives That Drive Decisions
Useful objectives describe the outcomes, scope, priority and evidence of success clearly enough to guide trade-offs.