Business Excellence Consulting
info@rgcl.co

Most services are the result of many evolutionary iterations, adapting to suit the requirements of the time.  The consequence is that services are often poor from a customer’s perspective and costly for the business.  Generally, most of the issues are well understood, with many opinions on potential root causes and solutions!

What are Service Reviews?

  • Critical reviews of current or developmental services, identifying specific & systemic causes of inadequate performance (ie. service design deficiencies and the business processes responsible for generating them)
  • Actions are agreed to contain, modify, or re-design
  • We tailor each Service Review to suit the specific issues facing your business
  • Service Reviews are completed with you, or your team
  • They typically take one to four weeks to complete, depending on the complexity of the service, or services being analysed

Why we get results

Services evolve attempting to satisfy ever changing needs.

Unfortunately, over time, they bear no resemblance to the way they were originally conceived and can be ineffective and inefficient

  • We review your services from a fresh, unbiased, perspective enabling us to challenge the logic and rationale behind the services as well as performance.
  • We have substantial experience conducting Service Reviews across many different industries
  • We use a wide variety of tools and techniques to gain deep understanding how and why the services work, as well as their flaws and inefficiencies. 
  • The Services are ‘critiqued’ using a combination of logic, comparison and experience and actions are agreed to contain, modify or re-design, as appropriate.
  • Your people are a key part of the Service Review.  We engage with them as much as possible to ensure ownership of the review and results.  This ensures that they believe in the results and are committed to any resulting change programmes.

Staff Development

  • We believe in passing on our skills and knowledge to you and your team, providing opportunities for personal growth
  • Development of staff to be capable of performing Service Reviews can be achieved in parallel with the Service Reviews
  • We also offer formal classroom training, skills assessments and coaching where required.  Please contact us to discuss your requirements

Training

  • We also offer bespoke training courses and coaching in Service Reviews
  • Courses are tailored to suit: business needs and expectations, business process and product maturity, needs of the audience, support structure, etc
  • Please contact us to discuss your requirements

Next Steps

  • We’d be glad to provide more details, or discuss your requirements with you. Please contact us

Related Diagnostic Services

Diagnostics to suit all environments
  • Business Analysis identifies factors preventing the organisation achieving its goals and defines appropriate upgrades [more…]
  • Process Reviews: identify issues / risks associated with business processes. Defines appropriate actions to upgrade / mitigate. Often completed in conjunction with a full or partial Product or Service review [more…]
  • Product Reviews: identify a wide range of factors / risks associated with Product design. Defines appropriate actions to upgrade / mitigate. Often completed in conjunction with a full or partial process review [more…]
  • Management System Reviews: identify issues / risks associated with the way the business processes are managed. Defines appropriate actions to upgrade / mitigate. Often completed in conjunction with Process, Product and Service reviews [more…]
  • Supplier Diagnostic Visits (SDVs) identify issues / risks associated with any aspect of the products and services supplied. Defines appropriate actions to upgrade / mitigate. Often cost, quality or supply focussed. May incorporate elements of all other diagnostic types [more…]