Service

Organisation
Essential & Characteristics

BY
Gokul.K
 What Is Service Organization
• A service organization is when two or more people are engaged in a systematic effort to provide services to a
customer

• The objective being to serve a customer. For any service to be provided, there has to be a customer.

• Without a customer, and interaction between customer and the service organization, the objective of
providing service cannot happen

• The degree of intensity of interaction between the customer and people of a service organization varies, and
depends on the type of service offered.

• For example, a specialist medical consultant will have a high degree of face-to-face interaction with the
customer, and so will a hairdresser.

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 Six Characteristics of
Highly Effective
Service Organization
1. Service Strategy Delivers Outcomes
2. Service Offers Drive Growth
3. Service Team Design Promotes
Collaboration
4. Processes are Streamlined and Cross-
Functional
5. Technology Drives Efficiency and
Innovation
6. Access to Data Leads to Meaningful
Insights

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 1. Service Strategy Delivers Outcomes

• A well-defined plan helps you to be

successful with services.

2. Service Offers Drive Growth

• A service programs is essential to retain and expand

customer relationships.

3. Service Team Design Promotes Collaboration

• Organize the right people in the right roles to do the right

things cooperatively
 4. Processes are Streamlined and Cross-Functional

• The activities and actions to achieve desired service

outcomes efficiently.

5. Technology Drives Efficiency and Innovation

• Innovate, automate, and scale service delivery cost

effectively.

6. Access to Data Leads to Meaningful Insights

• Insights drive process improvement, efficiency gains, and

better customer experiences.
Thank You!