19 Mar Service Management
Why don’t you write about service management?” My good friend Andrew Prentice, a Service Management expert asked last week. He pointed out I write about project management, but not service. He has a great point.
Andy’s industry separates project management from service management, however in the A/E/C world both are often provided by the same person or group. So how important do I think service management is in A/E/C? In a word, critical.
Consider that many A/E/C firms exist due to repeat clients. The most efficient method of achieving clients satisfaction and loyalty, which leads to repeat business, is to communicate effectively and produce high quality work in a timely fashion that achieves value for the price paid.
That service can only be delivered by engaged and high performing staff who receive internal service (benefits) in line with the success of the company.
The interconnected nature of a firm, the employees, service delivered, and client satisfaction are the foundations of the service profit chain (https://hbr.org/2008/07/putting-the-service-profit-chain-to-work). Having personally tested the theory in the past I can tell you the results can be spectacular.
Where do you think service counts in A/E/C?
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