Improve customer service, empower staff and reduce costs. Ensure investments will achieve your balanced scorecard objectives
Customers aren’t satisfied with the service and you believe costs can be reduced. When you speak to stakeholders & staff, there are lots of opinions about how to improve the service but there is no evidence that these changes will resolve the problems. Investing in more technology or changes is risky, as you can’t be certain they will improve service, reduce costs and improve staff working conditions.
To gain staff consensus, improvements must be based on evidence they understand and believe in. Improvements need to consider all key aspects of your operating model, process activities, staff responsibilities and supporting technology.