Strategy Maps for Customer Service Organizations

Strategy Maps for Customer Service Organizations

Hi, can someone comment on how SMs for Customer Service Organizations/Units are different from default ones? Any ideas or pointers are appreciated! Thanks & Regards.

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GEOFFREY NYAMBANE, Kenya

Strategy Maps in Customer Service Organizations / Units

Hi Ganesh. Because all organizations, never mind if they are service- or manufacturing-oriented have sustainability and/or stakeholders wealth as their objective. So in the end strategy and strategy maps become more or less similar, if done well.
The main difference may be in the cause and effect relationship and weights assigned.
In a service organization - like a bank or an insurance company - customer touch points are critical and could be given more priority compared to a manufacturing outfit that will really be concerned about logistics and the quality and efficiency of the manufacturing processes.
The service industry uses technology to deliver their services and this can easily replace the traditional internal processes as we know them.
But other than those mainly orientational differences, in my mind Strategy Maps for service organizations will reflect the same things as other organizations.

Eddie Amanam
Consultant, Nigeria

Strategy Maps for Education Customer Services

In identifying touch points for customer service, we often ignore a critical service like education (schools, universities). Although education is normally not driven by profit like other services are, innovative education is still a service with a customer experience lasting for a lifetime.
The yardstick for measuring customer service in a selling organization or in insurance may be momentary and may invoke outright decision by a customer.
Whereas customer experience in educational service is progressive and developmental. The customers (students) contribute to the service and the end result is a lasting effect of the service.
I think educational institutions should be mindful of this unique aspect of their service and develop a strategy map that captures that essence.