1. www.servicedeskinstitute.com Benchmarking Service Desks: Why
& Why Not! Howard Kendall, Founder, SDI Surprise | Delight |
Inspire
2. www.servicedeskinstitute.com Who am I and about SDI..
Benchmarking Why? When? What? How? Best practice & tools Learn
from industry & trends A service desk is not just for Christmas
Agenda
3. www.servicedeskinstitute.com Surprise | Delight | Inspire
Our mission is to inspire service desks to be brilliant
Mission
4. www.servicedeskinstitute.com Surprise | Delight | Inspire
Vision To achieve our mission, we inspire service desks to:
Embrace: best practice to raise the quality of service delivery
Engage: with customers to create an inspiring and motivating
service experience Invest: in and empowering their teams to be
inspired, take action and be better Shine: by demonstrating and
delivering exceptional business value
5. www.servicedeskinstitute.com Surprise | Delight | Inspire
Customer Engagement we engage with service desks physically and
virtually #BELIEVE14 Training & Qualifications Best Practice
Standards SDI Membership . Community Blog Consultancy Services
Industry Events Webinars Service Desk Certification Industry
Research TFT Virtual Conference
6. www.servicedeskinstitute.com A measurement of the quality of
an organisation's policies, products, programmes, strategies etc.,
and their comparison with standard measurements, or similar
measurements of its peers. The objectives of benchmarking are (1)
to determine what and where improvements are called for, (2) to
analyse how other organisations achieve their high performance
levels, and (3)to use this information to improve performance.
Benchmarking is?
7. www.servicedeskinstitute.com Stake in ground? League rating?
Base to improve? Now? When we think were BAD? GOOD? Never? Start
point and reasons Why not? 7 Why & When?
8. www.servicedeskinstitute.com Culture People Process Measures
Commmunication Management Quick wins and ongoing quality build
Improvement Targets
9. www.servicedeskinstitute.com Consultant
guidelines/methodologies Peer group of service desks - or
outsourcers ISO or BSI standard ITIL framework/guidelines Lean,
EFQM, SixSigma quality methods Contact Centre Standard like
Metricnet HDI or SDI service desk standards Benchmark against
what?
10. www.servicedeskinstitute.com Benchmark against what?
Service Desk Certification levels
11. www.servicedeskinstitute.com To achieve World Class status
each concept requires a YES rating for all its associated criteria:
Leadership Policy and Strategy People Partnerships and Resources
Processes People Satisfaction Customer Satisfaction Key Performance
Results Social Responsibility 11 The world class service desk
12. www.servicedeskinstitute.com Success Vision and Mission
Attitudes and Behaviour Culture Integration Customer Advocacy
Efficiency Wow Factor Continual Improvement 12 World class service
desk principles To achieve SDI World Class the service desk must
achieve 75% overall for:
13. www.servicedeskinstitute.com Outsourcing learn from Cloud
services Social media and us AGILE DEVOPS LEAN more Consumer
marketing Brand focus Anyhow - anywhere faster better Changing
customer journey BIGdata Q: Are you adding value? Trends to watch
or use?
14. www.servicedeskinstitute.com Apple store Disney or Amazon
Zappos App stores/cloud Ryanair BIG data..on YOU!(IBM) Ask a
friendyour customer data? 14 Community & customer trends
15. www.servicedeskinstitute.com 15 1. Challenge customer
demand for service 2.Eliminate dumb contacts 6. Own the actions
across the company 8. Deliver great service experiences 5. Make it
really easy to contact your company 4. Be proactive 7. Listen and
act 3. Create engaging self-service The Best Service Is No Service
From: Price, B. and Jaffe, D. (2008) The Best Service Is No Service
Is great service no service at all?
16. www.servicedeskinstitute.com Customer business value? What
they want? Event anticipation Loads customer contact Learn from
data/past Prevent and anticipate
17. www.servicedeskinstitute.com Own Give confidence Take
Responsibility Fix/get fixed Tell/update End Learn Close/Happiness
Closed Loop Incident
18. www.servicedeskinstitute.com Work out your customers and
what they need Do it better every day Team in tune, build brand
Steal best ideas from others to improve Keep doing it Simple!
Summary
19. www.servicedeskinstitute.com Surprise | Delight | Inspire
Thank You! +44 (0)1689 889100 [email protected]
www.servicedeskinstitute.com @sdi_institute The Service Desk
Institute (SDI) Service Desk Institute (SDI) Q&A