12 Aug Uncommon Service – A new vision in service delivery
Get to know the Uncommon Service methodology:
If this is not the case for you, you are at a huge disadvantage.
And this disadvantage makes you miss opportunities to build a sustainable, profitable and excellent business.
With this provocation as a central theme, two professors from Harvard Business School, Francis Frei and Anne Moris, developed the Uncommon Service methodology.
The Uncommon Service Methodology advocates that companies should “dare to be bad” in some ways.
Just by being “bad” in some aspects, it eliminates areas or activities where they have low performance, while focusing and enhancing others.
In other words, companies should focus on the attributes that their customers really value and not those they think are important to them.
How to apply Uncommon Service:
The Methodology includes techniques and actions to enhance the provision of services, whether or not added to the physical sale of products, and based on analyzes of the perception of the attributes of value recognized by customers, comparative research on the competition and the development of specific plans for optimization and change.
This approach is especially interesting, given that until recently, when thinking about projects to improve services, it was mainly considered the implementation of information systems to support the service provided and the training of associated human resources. This new area of opportunity for improvement leverages the service provided by companies to a step higher.
This aspect is especially important in the current world economy, as Brazil obviously is, where the services segment increases its share of GDP, year after year. One of the cases presented in the book Uncommon Service is that of Magazine Luiza, which is treated as “winner for challenging conventional wisdom about its customers' capabilities. The company's success is tied to the customer management system that was designed for its unconventional target market: poor, unbanked customers who are often illiterate.”.
The Uncommon Service Results:
Enhance your strengths related to the attributes valued and perceived by your customers during the relationship experience.
Listing the attributes perceived by customers and classifying them by importance often causes surprises, as “value offerings” are identified, as imagined by the company, which are costly in time and money, but not necessarily perceived as value offered by those who are using them.
As innovation and the constant search for improvement in our processes are always present at MPL, the confrontation of this methodology in the Support-fix services, MPL's Outsourcing area for remote assistance to end users to the ORACLE Business Management System, was a decision Natural.
“With its unique experience in the market, combined with the Uncommon Service methodology, MPL has been carrying out innovative work in the support-fix in order to be more adherent to the expectations of our customers”, says Luiz Fernando Carvalho Support-fix Operations Manager. This same experience is being taken to other MPL business areas.
Check the ranking of the attributes most valued by Support-fix customers:
Conclusion:
“In a recent survey with our customer base, we found that MPL has been fully meeting more than 90% of the attributes most valued by our customers, but we are not satisfied and we are implementing new practices in our work process in order to seek each Excellence in the provision of services”, adds Luiz Fernando.
Want to know more about Uncommon Service? go to the website http://uncommonservice.com.
No Comments