TSIA’s Organizational Development Program
Today’s technology service and support organizations must strive for new levels of operations excellence while still delivering the revenues and gross margins demanded by their CFOs. Addressing this challenge requires innovative leadership that can focus on the service and support challenges with a fast, effective, and relatively fail-safe approach. Excellence in service operations, new customer experiences, and the delivery of value-added support are the key ingredients to the attainment of revenue growth, margin growth, and operational efficiency.
TSIA has developed the Organizational Development Program—the first and only comprehensive program of its kind in the industry—as an effective partnership with member companies in support of this important endeavor. The Organizational Development Program is a fully integrated, members-only program designed to be your guide to service and support excellence. Independent of the maturity of a member company’s support operations, the Program is designed to be modular and flexible to meet specific company requirements, whether they are oriented toward recognition, process improvement, or base level capability establishment. The Program is organized into four primary phases:
- Assess: Designed to allow you to understand how your current support operations’ capability and performance compares against your peers, the industry, and your business strategy. In this phase, TSIA will perform an evaluation of all or selected elements of your support organization against best practices, and document the differences. The Assess phase starts by comparing your operational metrics with the industry and your peers via TSIA’s Support and Field Services Benchmarks.
- Improve: TSIA will help you create a specific improvement plan for selected/all support operation modules (e.g., Assisted, Non-Assisted, Field, etc.) to drive improvements that will support your company’s objective to achieve service excellence faster and more efficiently. TSIA Diagnostic Evaluations provide an effective tool for identifying the gaps in your support operations so you can efficiently target resources to maximize your improvement.
- Recognize: TSIA and J.D. Power and Associates offer support operations audit and customer satisfaction certifications that are designed to help companies promote their service excellence. Successful completion of these certifications entitles the certified companies to promote the TSIA’s Rated Outstanding, the TSIA's Excellence in Service Operations, or the J.D. Power and Associates Certified Technology Service & Support (CTSS) customer satisfaction brands.
- Value-Added Support: Facilitates attainment of breakaway business success by developing a strategy, framework, and roadmap for delivering exceptional support to customers, support that delights customers by taking ownership for their effective and simplified consumption of technology. Successful implementations of Value-Added SupportSM for customers are likely to result in greater product usage, higher revenue growth, shorter time between purchases, stronger margins, better product attach rates, larger transaction sizes, lower discounting, and higher levels of customer retention.
The Organizational Development Program recognizes that each company is in a different stage of service and support maturity, and the program is designed to align with each unique situation. The Organizational Development Program also accommodates and supports tactical, member-specific initiatives. Members can select individual Organizational Development Program components that focus on improvements that are fast, efficient, and cost-effective. Alternatively, members also can use the Organizational Development Program as their strategic guide through a multiyear transformation of their support operations. Whether your goal is to compare your processes to world-class centers or to recognize customer excellence with the TSIA or J.D. Power and Associates certification programs, the Organizational Development Program provides the tools to systematically get you there.