Service Management

Service Management is a key competitive parameter for all organizations today.

Service Management helps organizations develop a service delivery system that focuses on high-quality, personalized user experiences, creates a service culture that engages employees and establishes a continuous focus on service excellence.

To gain a competitive advantage, service providers will need to prioritize the design of a service delivery system that is built on an in-depth understanding of what creates value from a users’ perspective.

 To fulfill this objective, facility service managers must develop a service culture that engages employees and sets a service quality that exceeds end-users’ ever increasing expectations through service strategy.

This requires developing a balanced approach that starts with identifying and defining an excellent end-user experience and setting the standards for a high-performance service culture with a share sense of purpose that drives employee engagement.

Technology will be a huge enabler of greater service experiences. Technology will help facility services managers to measure the end-user behaviour, needs and satisfaction levels. Leveraging technology effectively will allow service providers to adopt a framework that enables to tailor the delivered service so that resources are allocated to the areas that matter for end-users and optimize outcomes.

In the coming years, the following trends will influence Service Management:

  • Emerging technologies such as IoT, cloud, artificial intelligence and robotics will change how services are managed, how end-users interact with services and how service employees interact with managers and end-users.
  • Greater diversity is leading to new user segments, each with their own service requirements and expectations. These challenges create opportunities to develop new culture-based service concepts and improve service outcomes through cross-cultural learnings.
  • With an increasing individualization and democratization, users will be increasingly empowered to participate in the service provision. Service providers must determine the degree of user involvement that best suits their end-users needs.