Processes

“Empirical data show that the cost of services is inflated by 30 – 80%, i.e. the processes are riddled with activities that are of no value to the customer.”

Michael George, Lean Six Sigma for Service

Wherever your organisation is on its way to becoming a “service company”, the constant improvement of processes is an on-going challenge in the pursuit of operational customer-centricity.

With critical “experience maps” from customers and from key employees, ServiceTraction helps you to (re-)design and to implement processes, which add value to the customer experience, but without destroying value for the organisation.