IMPROVE
Companies can enter the Improvement
Phase of the Organizational Development Program if their assessment, self-evaluation,
or certification audits identified areas for operational or customer
satisfaction improvement, areas below peer or competitive benchmarks, or areas
out of alignment with corporate objectives. Companies can also determine
through self-evaluation a desire for improvement and enter directly into the Improvement
Phase.
The Improvement components include:
TSIA Diagnostic
Evaluations—If you would like to improve your organization’s
performance, but aren’t quite ready to commit to the thorough processes that
certification audits demand, then the TSIA Diagnostic Evaluation
is for you. The Diagnostic Evaluation is designed to help you understand how
your current service or support operations compare against best practices. The
diagnostic evaluation report and presentation provide steps you can take to
achieve new levels of operational excellence.
How does it work? TSIA will perform an evaluation of all or selected elements of your company’s support systems against industry best practices, and then create a gap analysis showing where you are now and where you need to be to compete with the industry’s best. We then will provide a roadmap and guidance for making your organization leading-edge. A Diagnostic Evaluation is of great value in several scenarios.
- It is an excellent tool for self-evaluation, requiring you to take a close look at your current operations with insight from a TSIA expert who can guide you in achieving your goals.
- It can be used to raise internal awareness of a company’s current processes and operational practices as compared to best-practice organizations, allowing you to reassess current operations or reallocate resources for optimum performance.
- It can be a valuable pre-certification tool that can save you time and money prior to attempting TSIA Excellence in Service Operations, TSIA Rated Outstanding, or J.D. Power & Associates certification.
In an interview (51MB) recorded at TSIA’s Technology Services World 2009 conference, Symantec’s director of global enterprise support services Jim Wilson shares Symantec’s experience using the Diagnostic Evaluation to improve their operations. Symantec’s open and transparent approach led to insights on where their operations stood relative to best practices and identified opportunities for moving to a best-in-class organization. Learn more about how Symantec used Diagnostic Evaluation to create a path to excellence by downloading the case study.
TSIA Advisory Services—As you seek to improve some or all parts of your organization after a certification audit or diagnostic evaluation, TSIA advisors are available to provide insight, industry data, and advice on a range of operational and business issues. Analysts with expertise in support technology and support operations along with TSIA executives with strategic and executive-level insight are all here to help. TSIA project-based research can be purchased on a T&M basis throughout your Organizational Development Program involvement.
PRTM On-Site Consulting—TSIA has partnered with the global consulting firm PRTM (www.prtm.com) to provide in-depth, on-site, support-related operational assistance to our members. As a global firm with deep expertise in service and support and an operational innovation focus, PRTM is uniquely qualified to help TSIA members improve their overall operational effectiveness. TSIA has trained PRTM service consultants on the TSIA Excellence in Support Operations best-practice criteria, models, and data. This gives PRTM consultants unique expertise and capability—with minimal ramp-up time—unmatched in our industry. As “operational consultants,” PRTM’s focus on tangible and executable results, not just strategy documents, ensures the delivery of business results that improve costs and boost customer satisfaction.
Why spend years uncovering all the keys to a successful and profitable support business when the TSIA Organizational Development Program Improvement Phase will condense decades of experience from the world’s top companies into understandable criteria, evaluation, and processes, with people dedicated to providing you the key deliverables for success?