U3 Redesign Service Process

Service Process Redesign meaning

Strategic thinking & restructuring of service delivery for efficiency

Service Process Redesign purpose

Streamline workflow - remove unnecessary steps for less wait time & operational costs,
More quality - meet/exceed expectation for satisfaction,

Adapt to change - be competitive to respond effectively to new challenge/opportunity

Service Process Redesign benefits

More productivity & efficiency w/ streamlined ops,

More satisfaction w/ quality & response times,

Less costs w/ inefficiency elimination

Service Process Redesign reasons

Operational efficiency - cost-effective & high-quality delivery for innovation & strategy,

CX - loyalty & repeat business bc as important as product/service

Operational Efficiency e.g.

Less waste (overproduction/unnecessary transportation),

Less operational costs (labour/materials),
More productivity (streamlined)

Customer Experience e.g.

Less wait time,
More quality,
More cust loyalty

Service Process Redesign areas

Root cause analysis (RCA):

Inefficiency - extra time wasted from delay, unnecessary steps & unclear procedure,

Bottleneck - work overload from little capacity, resource & poorly-designed procedure

Pain point - challenge during service being underlying issue

Industry Best Practices

Standardisation,
Benchmarking,
Adaptability

x5 Key Factors for Solutions

(TRRIC)
Time,

Resource,

Risk,

Impact,

Cost

*Resources meaning

HR, technology, equipment & materials

*HR

Necessary skills, expertise, staffing to support

*Technological Resources

Solution compatibility with existing tech infrastructure & new investments

*Financial Resources

Budget avail for project & if extra funding needed

Considerations for Solutions

More benefit,
Less risk,
Better decision-making,

Avoid waste,
Ensure stakeholder buy-in