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Define the Service

Define the Service

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Published by adbwaterforall
Define the Service
Define the Service

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Published by: adbwaterforall on Jan 14, 2013
Copyright:Attribution Non-commercial

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02/10/2014

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Continuous Improvement & Benchmarking
Define the service
 Analyze
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2
Continuous Improvement & BenchmarkingDefine the service
Learning Objectives
Have the skills to:
Understand what a service is
Understand what a process is
Understand the service/process delivery model
How to score and chooseprocesses for a CIB project
ServiceProcessDeliverymodelScoreChoose
 
3
Continuous Improvement & BenchmarkingDefine the service
Worksheet 1: service characteristics
Service Definition
Service description
General description of the service.
 Service goals
What is the service meant to achieve in the long term? 
 
Customers
Who are the customers served? 
 Service outputs
What is delivered by the service? 
 Service distribution
Describe geographical dispersion of the service, customer groups 
 Delivery means
Are any parts of the service outsourced? 
 Service standards
Are there external standards controlling service delivery? 
Legislation
What laws affect the operation of the service? 
Stakeholders
What other people or groups have a valid interest in the operation of the service? 
Opportunities forimprovement
Are there known opportunities for improvement? 
 

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