In the delivery from a company towards a customer, the service portion has increased, and this trend is expected to continue. The outcome of this is an increased focus on content, processes and tools in the service delivery.
Out of tradition, the delivery of services is quite different from the delivery of other products. In the development and improvement of service delivery it is common to find the following challenges and needs:
It is rather common that the service offerings of companies are based on only the customers’ need, without considering the companies’ own or external service resources. It is also common that there is no defined structure covering all the involved parties from customer to service delivery organization. Creating that structure is a significant challenge and is the foundation for potential improvements. To be more specific, the challenge is how much the service product can be standardized without compromising the flexibility towards customer and internal efficiency.
My experience is that this balance is easier to find if the activities of both internal and external service providers have been standardized, and when these then have been combined into service packages towards customers.
Other advantages from standardizing service activities are:
customers as well as external service providers
You have probably done these things for your company’s physical products – the conclusion is that now is the time to do it for your service products as well.
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