Next Generation Service Model for the Digital Age

Service Management
In this digital era, time has abridged so much! No one talks about years, months or days now – it is more about hours, minutes and seconds. The customer wants the services or products to be provisioned immediately at their fingertips seamlessly. Digital transformation is bringing disruption at every level. The old IT service management models are no longer relevant in this digital era.

The SMAC (Social, Mobile, Agile and Cloud) world needs next-level service management to cope up with the ever-changing demands of customers.

The new generation service management model needs to shift the mindset from the traditional inside-out approach to an innovative outside-in view which helps deliver more value to the customers. There needs to be hyper-focus on the customer experience. Emerging technologies like Cloud, IoT, and Blockchain are resulting in a rapid change of pace in the technical and Service Management framework.

Service culture needs to be embedded in the organisation with a focus on E10 principles:

  • Empathy: Doing everything with the focus of putting an individual in customer shoes
  • Excellence: Always believing in exceeding customer expectations
  • Empowerment: Empowering teams and staff to act on the customer’s interest
  • Engagement: Constantly interacting with the customer for requirements and showing them incremental minimal viable product during each engagement. Start small, think big, and scale fast
  • Efficient: Easy to do business with and approachable
  • Everyone: All teams and staff understands their contribution to the complete picture or vision of customer satisfaction
  • Environment: Open culture of the organisation to meet the customer needs
  • Experience: The reality of the products or service delivered matches what was promised
  • Encouragement: Rewarding and recognising the team and staff for good work done
  • Effective: Services, Products delivered are as per the promise in terms of time and quality.

There are organisations like Amazon, Apple, Google and Microsoft which are using these E10 Principle or similar models in their core work to go the extra mile and provide brilliant product and services to the end users and consumers.

In this Digital world, organisations are open to embrace change by using SALT framework – Sharing And Learning Together- to engage with customer and work in the direction to enhance end user experience.

By Implementing E10 or SALT framework, organisations avoid the “Watermelon Effect” (Outside Picture looks Green or painted okay, but as we slice down deeper to the get the true insights, it’s all red, bleeding, and painful)

With the mindset that every organisation in this digital world (from big corporations or small start-ups) is a service provider for enhancing the customer experience, they need to consider customer experience to be a lagging indicator having cascading effects. Organisations needs to work on developing or building the internal resource capabilities, partner ecosystem, or organization culture of Change management which is agile to address the ever-evolving digital world.

About the Author: Atul Anand

Atul Anand

Atul Anand is a GMBA ’11 alumnus from SP Jain School of Global Management with a specialisation in IT Management. Prior to this, he also completed the “Advance Program in Strategic Management” from IIM Calcutta. With more than 13 years of experience in different multinationals across the world, he is currently working with Toll Group as Head – Application transitions and Demand Management. He has previously worked with Syngenta Service Private Limited, where he was responsible for over 300 Business Users across 15 countries. He has also received several awards for his contributions in the industry, including the latest Infosec Maestros Award 2018.

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