The ISS 360-Degree Consulting Tool
Anyone who wants to achieve far-reaching goals in the best possible way needs one thing above all: comprehensive and at the same time precise navigation.
Does the development cover complex change processes? Then navigation will have to include answers to questions about the current positioning, key success factors, effective measures and prioritization. And cross your heart: we all know how challenging service excellence is as a prerequisite for customer experience – i.e. it is important to integrate customer opinions.
The ISS ServiceCompass is the holistic, optimal guide to achieve this: a simple, meaningful and transparent digital tool.
Nine navigation poles on the ISS ServiceCompass represent the dimensions that reflect the holistic service concept of the International Business School of Service Management.
The ServiceCompass connects customers and employees as well as strategy and processes as central poles. All service-oriented activities as causing effects that contribute to the optimization process of the services are made clearly visible and transparent.
For You at a Glance
Understanding and applying mechanisms of change, transformation, co-creation with customers & partners. Certificate course and module of the Certified Service Business Manager course.
Traffic Lights Control of the Poles
A ‘traffic light control’ of the navigation poles shows the effects of the current service-oriented activities color-coded and with numerical values. This is prerequisite for a substantial analysis.
It clearly visualizes concrete needs for action and shows the impact planned optimizations will have. If, for example, the traffic light at the navigation pole ‘Innovation’ changes from yellow to green after activities have been initiated, the corresponding activity has had a positive effect on the relevant success factors ‘Innovation Management’ and ‘Service Strategy’.
Comprehensive Controlling Tool
Possible measures can be simulated, costs and impact can be assessed as a basis for a holistic service control. Analyzing the drivers allows management to focus on activities that promise the highest overall benefit to the service-oriented business, making efficient deployment of human and material resources possible. The ISS ServiceCompass is a dynamic controlling tool for every phase of the process, including consistent tracking of the implementation of individual activities.
Success Factors and Goals
What are the success factors that actually affect one or more of the nine navigation poles of the ISS ServiceCompass ‑ each of them to a varying degree? ISS has identified 26 factors. They include, for example, customer satisfaction, internal service culture, active partner management, service portfolio management as well as service performance. But what ‘success’ do we mean when it comes to evaluating success factors?
Three Goals Show the Way:
- Increase customer satisfaction;
- Increase employee satisfaction;
- Optimize service performance.
Relevance for the Customer
Any action taken must answer the question: does this action produce results that are truly relevant for the customer? The ISS ServiceCompass can answer this question if respective surveys are not only carried out internally, but include the customers as well. In particular, a comparison of results from both areas allow to take sound economic and market-relevant decisions.
Servitization as a Process
The concrete path to become a service champion is covered in seven steps. During preparation, among others goals are agreed upon, questionnaires prepared for employees and customers, and the implementation is prepared. Every computer needs data – the data for the ServiceCompass is collected in the second phase and transferred to the database of the ISS ServiceCompass. The data analysis in phase three allows, amongst others, to analyze the drivers. The result is used to define and prioritize the activities in phase four. In phase five, activities are implemented and deviations corrected. Eventually, success and sustainability monitoring follow.
With the ISS ServiceCompass, you and your service company are systematically and sustainably set up on the road to success.