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Best Practices Diagnostic Evaluation

Through its benchmarking program, TSIA helps service executives understand the current performance of their organization on key service business metrics. Much like a health screening, benchmarking gives a clear picture of areas of strength and opportunities for improvement. It also provides insight into a company’s performance at the region and/or global levels and in comparison to the industry and relevant peers.

 

Many organizations want to dig deeper than a high-level understanding of their relative state of health and analyze the factors—processes and practices—that are driving their current outcomes as reported in the TSIA Benchmark readout. That is the purpose of the Best Practices Diagnostic Evaluation. 

 

TSIA offers the following Best Practices Diagnostic Evaluation services:

 

 

Diagnostic

Professional Services
Operational Diagnostics

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Diagnostic

Support and Field Services
Operational Diagnostics

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Best Practices Criteria

TSIA has developed an extensive library of operational best practices criteria that are each linked to core business processes. During the Best Practices Diagnostic Evaluation process, experienced auditors with tenured operational management expertise:

    • Assess how an organization’s current service operations compare against industry best practices.
    • Identify the gap(s) that exist between the best practices and the current state as observed during the evaluation process.

     

     

    TSIA's Diagnostic Evaluation recommendations along with our prioritized & targeted followup projects resulted in a steady increase in CSAT from the mid 8’s to 9.2 on a 10-point scale, a 20% decrease in overall Mean Time To Resolve (MTTR) , and an impressive 40% decrease in MTTR for L1 staff. Reopen rates declined by 2.5% and NPS had dramatic double digit improvements.
     
    Large Enterprise Software Company

     

    Achieve Organizational Efficiency

    Closing operational gaps helps organizations achieve higher levels of efficiency and effectiveness. Best Practices Diagnostic Evaluations can be deployed to meet different needs:

    • A framework to enable internal evaluation and tracking of key initiatives.
    • A means to raise internal awareness of the need to invest in service excellence.
    • A methodology to drive consistency and standardization across regional and global operations.
    • A template to facilitate new acquisition integration and/or partner alignment.
    • A start on the journey to industry recognition and certification

     

    In the event that a member wants TSIA to help with specific change recommendations from the Diagnostic evaluation, we also offer TSIA Advisory services in conjunction with a strong partner ecosystem.