Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Annemarie Wolfrat
... is a service management consultant and project manager for
TOPdesk. She is specialized in Shared Service Management and
advises organizations on how to improve their services.
CHOOSE YOUR
PATH TOWARDS
PROFESSIONAL
SERVICES
Lessons learned en route to Shared Service Management
How frustrating is it to have five different questions and having to choose
from five different service desks? Yet this is the kind of service structure
many organizations use today. More and more organizations are taking
steps towards improved services. Benefit from their experiences and
choose your path towards improved customer satisfaction.
tool and using the same processes. This can be difficult, but it is always
services. This is not only good for the customer: it benefits your
Phase 3
Shared
process
Quality of service
Phase 2
Shared
service desk
Phase 1
Shared
tool
Phase 0
Nothing
shared
Cost efficiency
Self Service Desk with a clear products and services catalogue. This is
where your customers turn for all their questions, problems and wishes.
make sure everyone gets to know one another and enables them
Big buttons lead them to specific forms where they answer concrete
questions about their wishes or problems. This gets rid of paper forms
the implementation, the project leaders act as key users for their
for good. At the back end, you use the shared service desk to make sure
saves your customer from the confusion of finding their way within the
to keep up the monthly key user meeting so that you can continue
the key user input and the reports support the process