Nowadays, overall quality and operational efficiency have become mandatory for companies facing such a competitive, demanding and aggressive market. As a result, most products have a standard certificate of quality, which makes them very similar to each other.
If there is such a wide range of similar products, what leads consumers to choose one over the other? The key to answering this question lies in how each company considers continual service improvement.
Continual service improvement has become today one of the most powerful competitive advantages that a company can have, for the simple fact that good service can easily attract, acquire and retain customers.
What is continual service management and how does it work?
Services are measured and evaluated by the perception and satisfaction of each customer and can vary widely from company to company.
The important thing is to understand that service management does not necessarily address the everyday benefits of the product itself, but those that go beyond, such as 24 hours support or an extended warranty when buying from a particular store, for example.
To delve a little deeper into your understanding of the concept of service, check out two renowned educated definitions:
- American Marketing Association:
“Services are activities, benefits or satisfactions that are offered for sale or provided in connection with the sale of goods.”
- Philip Kotler:
“A service is any activity or benefit that one party can offer to another that is essentially intangible and does not result in ownership of something. Its output may or may not be linked to a physical product. “
A service consists of four key components: people, processes, technological products and partners.
Everyone must be integrated with the other and structured based on strategic planning, of which is conceived through the marketing department, which designs new and different services, always seeking to innovate and differentiate.
Continual service improvement is, in short, the entire management of all of these variables to ensure the delivery, warranty and customer satisfaction of the supply and procurement of the company’s services.
BPM can be an effective ally in continual service improvement
Providing exceptional services has often been a big challenge for companies, especially in imagining them, then managing them properly.
To ensure a level of excellence in quality and to build a loyal customer base, managers increasingly have used management tools focused on business processes, like the famous BPM (Business Process Management).
By automating processes encouraged by BPM, companies can promote transparency, better define and divide responsibility, standardize internal communication, monitor tasks and act proactively in always seeking continual service improvement.
There is no more suitable a tool for the automation, optimization and continual service improvement than BPM software.
With many unique features, BPM software enables a broad, flexible and transparent management method, which managers can define, for modeling, executing, monitoring, refining and automating all company processes, making the company more competitive. It allows them to focus more efforts on quality and of course, continual service improvement.
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