Service Management is the potent idea that could change the way you run your organisation. This useful little book is a pocket guide on how to operate any enterprise, described from the point of view of the services it delivers. After all, delivery is what success is all about.
It describes the basics, in realistic pragmatic terms. And it is brief – we limited ourselves to 50 pages.
Whether you are in manufacturing, trades, retail, IT, public sector, not-for-profit…; whether you provide service internally to the rest of your organisation or externally to paying customers; whether you work anywhere from a small business to a government department; this book introduces you to service management.
It will get you started, get you up and running, and it will set you on the path to the advanced concepts if that is where you need to be. Or this book and its website may be all you need.
If you are interested in this book, you probably don’t manage your services so much. That gives you an opportunity to increase revenues and profitability: improving your service brings increased efficiency and effectiveness. That means increased returns for much less investment than from improving your products or equipment.
Service management gets your whole organisation working “outside-in”: talking to customers, understanding customers, thinking about yourselves in customer terms, seeing yourselves as customers see you, giving customers service that they want.
In this century, if you run a business it is most likely a service business whether you know it or not. Customers don’t want to simply buy something any more. They don’t simply want something done. They want to have a nice easy experience with added value – to be served.
Whether you build roads or map them, operate ports or use them, build houses or sell them, plan weddings or sing at them, care for kids or clothe them, sell PCs or scrap them, you are in a service business, even if you may not be in a “service industry”.
We aren’t talking about over-the-counter “may I help you?” service, the focus of a number of books. Those books tell you how to develop the customer service interface, the experience of contact. This book is about the end-to-end process of providing services, and most of all about how to manage them.
This book generalises the concepts that have been recently refined in the Information Technology industry – the current “experts” in this topic (even if it doesn’t feel that way sometimes).
Here is Basic Service Management, describing the basics you need to start in managing real business services, to get by. It will set you on the road to gold-standard service or it just may be all you need.
We have taken the central ideas from a range of sources and summarised them in plain English and pragmatic terms. Use what is good for you; get started with what we give you; then follow the references for more when you need it.