Service systems management engineering ssme a perspective from a practitioner
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Service Systems Management & Engineering (SSME) a perspective from a Practitioner. 21 April 2008 Brian Mell, Global Project Executive. Overview. Introduction Overview SSME the science SSME the art Examples Metrics, SLAs Client Satisfaction Dashboards Trending Corrective Action.

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Service systems management engineering ssme a perspective from a practitioner

Service Systems Management & Engineering (SSME)a perspective from a Practitioner

21 April 2008

Brian Mell, Global Project Executive


Overview

Overview

  • Introduction

  • Overview

  • SSME the science

  • SSME the art

  • Examples

    • Metrics, SLAs

    • Client Satisfaction

    • Dashboards

    • Trending

    • Corrective Action


Ssme the science

SSME - the science

  • How do Service Levels get determined?

    • Sometimes they are pre-established

    • Sometimes from the client/organization

    • Sometimes from the service provider

  • Personal recommendations for best practices (some of “the art”)

    • As has been said “What gets measured [tends to] get(s) done”

    • Metrics need to be aligned to the goals of the organization and be in the control of the performing entity

    • Rewards incent good behavior and penalties often incent bad behavior

    • A composite/weighted scoring tends to encourage good behavior

    • Try to use established measurements rather than invent new ones

    • Avoid letting metrics over-ride common sense (don’t game the system; don’t blindly focus on metrics; “get out of jail” card is acceptable; achieving SLAs <> Success)


Ssme client satisfaction measurements

SSME – Client Satisfaction Measurements

  • How to measure Client Satisfaction?

    • In a commercial relationship, this is often measured by “loyalty”

      • Measured by repeat/incremental business

      • Measured by willingness to be an official reference

    • Various “tiers” exist for measurement

      • C-Sat scoring from consumer of service (e.g., survey)

      • Formal input from enterprise sponsor of service

      • Formal input from executive sponsor (often independent)

    • For me, C-Sat is the best “pulse” of the service because it measures technical proficiency, perception and, importantly, the “soft skills” of the service team (e.g., professionalism, responsiveness and friendliness)


Centers of excellence

Centers of Excellence

  • Lowers total cost

  • Challenges status quo

  • Improves accuracy

Global Asset Management

Mike Smith

Americas

EMEA

AsiaPac Japan

  • Leverages resources

  • Supports clients

  • Consistency = < failures

Global On Site Support

John Doe

Managed by COE Leaders

  • Lower cost

  • Rapid rollouts

  • Leverage Std. Process

Global Field Implementations

Ann Jones

  • Best practices

  • Leverage knowledge

  • Improve client exper.

Global Service Desk Operations

Tina Bheena

Meshed Approach

Geographical Understandings of Differences


Service systems management engineering ssme a perspective from a practitioner

Questions?


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