Más contenido relacionado Service Productivity Management_SPM_iCognitive1. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved
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Service Productivity Management
An integrated solution towards excellence in service
productivity, quality and profitability
John PAUL
Director of iCognitive
Professor of Bordeaux School of Management (France)
Certified Qualified SCOR Instructor by Supply Chain Council
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What is Service Productivity Management (SPM)?
SPM is a process to systematically explore complex service issues and
suggest the most appropriate methods to improve
Service productivity
Service quality, and
Service profitability
Introduction to Service Productivity Management
The SPM Program and its Significance
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Introduction to Service Productivity Management
Productivity Assessment & Improvement End to End
Challenges and Global trend
Services Business providing
services to customer /clients for a
fee as their primary business
activity
Non profit organizations Government sectors
Hospitality
Healthcare
Banking
Insurance
Software
Consultancy
Restaurant
Arts Organizations
Educational Institutions
Hospital, health clinics
Research facilities
Public Health.,
Public education
• Value-added services in a wide range of service sectors
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The global trend
• Higher product performance
expectations
And
• Increased focus on the strategic
value of customer service
ACCELERATING the adoption of
service centric competitive
strategies in many industries.
Wharton, University of Pennsylvania
Introduction to Service Productivity Management
Productivity Assessment & Improvement End to End
Challenges and Global trend
The challenge
To deliver maximum values to
end users with the least
possible total cost
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• Productivity issues in service organizations
Introduction to Service Productivity Management
Productivity Assessment & Improvement End to End
Challenges and Global trend
How do you manage profitability of a network of hundreds or
thousands of branch offices disbursed over several states and
countries?
How can managed-care organizations manage the quality and cost
of hundreds of physicians providing health services to millions of
plan members?
What methods would enable a government to ensure that the
multiple offices serving citizens across a country are operating at
low cost while meeting the required service quality?
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The significance and benefits of SPM
SPM is a multi-dimensional that adds great value to the comprehensive
assessment of Service Productivity.
Introduction to Service Productivity Management
The SPM Program and its Significance
• Standard Cost System
• Ratio Analysis
• Zero-based Budgeting
• Balance Scorecard
• Etc.
SPM is not exclusive
to other Productivity
Measurement and
Improvement
Methodologies
currently well-known,
such as
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Service Supply Chain
Transforming a company’s operations into an optimally
efficient, customer-satisfying process
Involving different departments
Enhancing efficiency/productivity of the entire supply
chain creates more values compared to efficiency
improvement for each individual department
Introduction to Service Productivity Management
Productivity Assessment & Improvement End to End
Challenges and Global trend
Consulting Benchmark Training & Workshop Technology Research
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Benefits of enhanced SPM – Time, Quality, Cost
Higher Service Levels
Faster product and service delivery
Greater added values
Higher quality of support
More cost-effective executions
Lesser Total Cost of Ownership (TCO) *
Lesser opportunity costs
*Total Cost of Ownership (TCO) - An effective measure of how much a particular solution or
approach will actually cost, accounting for all cost components such as integration cost/effort
Introduction to Service Productivity Management
Productivity Assessment & Improvement End to End
Challenges and Global trend
Consulting Benchmark Training & Workshop Technology Research
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Common problems in achieving Productivity Excellence
Lack of enterprise wide integration
Non-standard processes
Poor data accuracy
Sub-optimal planning and order promising
Lack of visibility of global demand and supply
Introduction to Service Productivity Management
Productivity Assessment & Improvement End to End
Challenges and Global trend
Consulting Benchmark Training & Workshop Technology Research
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Production View
Relationship between
production effort and
output quantity
Performance View
Relationship between
production effort and
performance achieved
Profitability View
Relationship between
costs incurred and
profits generated
Input – Output Models Optimization
Output
No. of Sales
Closed
Man Time
Service
Process
Input Output Input
Total Profits
Input Output
Introduction to Service Productivity Management
Performance Assessment & Improvement
Performance Management for Internal Operations
Machine
Time
Total Time
Dedicated
Total Cost
Incurred
Service
Process
Service/Sales
Cycle
Revenue
Generated
Service
Process
Fixed Assets
Variable
Expenses
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To KNOW more…
• You want to improve SPM in your organisation?
• You want to improve the capabilities of your Team?
• You have a project in Supply Chain and SPM?
• You want to know the level of your SPM in your organisation?
• Contact us at info@iCognitive.com for more information or inquiries about
SPM and Supply Chain Management!
iCognitive
HQ and APAC
13 Ann Siang Road #02-01
Singapore 069693
Phone +65 63252810
Fax +65 62200690
www.icognitive.com
info@icognitive.com
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