12 Aug Uncommon Service – A new vision in service delivery

Get to know Uncommon Service methodology:

If this is not the case for you, you are at a huge disadvantage.

And this deviation makes you lose opportunities to build a sustainable, profitable business with excellence.

With this provocation as their central theme, two Harvard Business School professors, Francis Frei and Anne Moris, developed the Uncommon Service methodology.

THE Uncommon Service Methodology argues 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. clients and not those they think are important to them.

How to apply Uncommon Service:

The Methodology includes techniques and actions to boost the provision of services, whether or not added to the physical sale of products, and based on an analysis of the perception of the value attributes recognized by the people. clients, This includes comparative research into competitors and the development of specific optimization and change plans.

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 defying conventional wisdom about the capacity of his clients. The company's success is linked to a customer management system designed for its unconventional target market: the poor, clients without a bank account, who are often not literate”.

The Uncommon Service Results:

Enhance your strengths related to the attributes valued and perceived by your customers. clients during the relationship experience.

List the attributes perceived by clients and classifying them by importance often leads to surprises, as “value offers” are identified, as imagined by the company, which are costly in terms of time and money, but not necessarily perceived as offering value by those who are using them.

As innovation and the constant search for improvement in our processes is always present at MPL, the confrontation of this methodology in the services of the support-fix, MPL's Outsourcing area for remote end-user support for the ORACLE Enterprise Management System was a natural decision.

“With its unique experience in the market, combined with the Uncommon Service methodology, the MPL has been doing innovative work in the support-fix in order to be more in line with our customers' expectations. clients”, says Luiz Fernando Carvalho Operations Manager support-fix. This same experience is being taken to the rest of MPL's business areas.

Check out the ranking of the attributes most valued by clients support-fix:

Conclusion:

“In a recent survey of our customer base, we found that the MPL has fully met more than 90% of the attributes most valued by our customers. clients, But we are not satisfied and we are implementing new practices in our work process in order to strive for excellence in service delivery,” adds Luiz Fernando.

Want to know more about Uncommon Service? go to the website http://uncommonservice.com.