Service Standards

Do you want to: Enhance the brand experience Generate more revenue from existing customers Improve process quality within your organisation Improve process effectiveness across the service business Be perceived by your customers as an innovative sustainable organisation

The Solution : (SCP) Standards certification provide a framework for service improvement and enhancement of capabilities and performance of your service operations and your customer satisfaction Enables strategic design and implementation of your service operations for better scalability and profitability Use of proven Best Practices and globally recognised (SCP) standards that define world class service Access to a network of best in class organisations worldwide, keeping in line with trends and industry experiences through interactive roundtables, webinars and other service innovation events Global industry benchmark through (SCP) standards, enabling you to measure performance amongst other certified organisations Annual independent audit to scan all major service elements of your service operations, carried out by experienced service management specialists Speed up change efforts by empowering all stakeholders and colleagues over different regions and departments within your organisation

Understanding your service business challenges

We understand the challenges you may be facing with regards to, maximising margins, and on the other hand delivering personalised experience and some examples of such challenges are:

• Improve the customer experience
• Enhance the brand experience
• Improve customer satisfaction and loyalty
• Continuously develop service processes to meet customer expectations
• Enable growth and delivery of new processes
• Improve effectiveness and efficiency of your service delivery
• Quickly reconfigure your service processes and adapt your organisation
• Career development & service leadership
• Service innovation for value creation

Solving your challenges

As a preferred partner of Service Strategies, Noventum Service Management Consultants assist organisations to establish standards for service excellence through The Service Capability & Performance (SCP) programme.

We assist organisations around the globe to prepare for the certification and provide the framework to delivering exceptional service by measuring performance, implementing best practices and leveraging the skills of all employees engaged in service delivery. 

The (SCP) Standards represent the broad scope of business practices necessary to deliver the highest quality service and support. Companies that execute well in all of these areas will maximise their capabilities and optimise their business processes to drive higher levels of operational performance, customer satisfaction and loyalty.

The (SCP) Standards are guided by a worldwide consortium of leading technology companies and industry associations.
Adopted by service and support organisations around the world, providing the global benchmark of service excellence, measuring approximately 100 service business factors, including service leadership, customer satisfaction and feedback, financial management & performance metrics, strategy and service management and delivery processes. The industry driven capability and performance standard, quantify service effectiveness based upon stringent performance benchmarks and represent industry best practices.

The standards, which address the four distinct disciplines:

Support Standard

Field Service Standard

Professional Service Standard

eService Standard

Results

• Speed up service development and innovation enabling a quantum leap instead of incremental improvements
• Maximise scalability and profitability within your organisation
• Use of proven Best Practices for standardisation and global consistency
• Offer performance management through definition of KPI’S
• Optimise productivity, efficiency and sustainability within your organisation
• Provide you with a fact based, systematic, continuous strategy development process backed by experienced consultants
• Conduct ongoing audits to bridge the gaps and deliver service excellence
• Enable service transformation by empowering all stakeholders and colleagues throughout your organisation

Coaching & Consulting Solutions

A team of experienced service management consultants will assist in analysing your company’s performance and help define improvement measures for ongoing service improvements.

The Annual service operations and strategy audit can scan and assess you’re various service business factors and offer recommendations for ongoing improvements.

SCP - A Globally recognised Standard - some clients include: