The Service Triangle
By Saikhom Abinash
What is the Service Triangle?
• The Service Triangle is a framework that
highlights the interaction between people,
strategy, and systems in delivering high-quality
service experiences to customers.
Components of the Service
Triangle
• 1. People: Employees and customers involved
in the service process.
• 2. Strategy: The policies and plans developed
to meet customer expectations.
• 3. Systems: The tools, processes, and
technology supporting service delivery.
People in the Service Triangle
• - Frontline employees directly interact with
customers.
• - Customer participation is essential for
service co-creation.
• - Good internal culture and training improve
service quality.
Strategy in the Service Triangle
• - Aligns services with business goals.
• - Involves defining service standards and
policies.
• - Guides decision-making for customer
satisfaction and loyalty.
Systems in the Service Triangle
• - Includes IT tools, workflows, and automation
platforms.
• - Ensures consistent and efficient service
delivery.
• - Enables tracking and measuring service
performance.
How the Service Triangle Works
• - Strategy, People, and Systems must align to
ensure smooth service delivery.
• - All three elements interact to provide a
seamless customer experience.
Importance of the Service Triangle
• - Helps businesses deliver consistent service
quality.
• - Ensures collaboration across different
functions.
• - Aligns employee efforts with strategic
objectives.
Challenges in Managing the Service
Triangle
• - Keeping employees motivated and trained.
• - Ensuring systems support strategy effectively.
• - Maintaining alignment between all three
components.
Conclusion
• - The Service Triangle is essential for effective
service management.
• - Successful businesses align people, strategy,
and systems to meet customer needs.
Q&A
• Thank you! Any questions?
