Service Profit Chain Management System™ implementation

A seven step organizational change process to implement the Service Profit Chain as a management system for operating the company.

This simple framework describes our approach to working with our clients. We start with understanding the business results that prescription solutions must achieve in terms of both growth (increasing the number of customers or profitability per customer) and productivity goals—either better utilization of assets or cost management. We then determine what specific customer behaviors by segment will have the greatest impact on our business results. Next, we identify what must we change or improve about the customer experience to influence these critical customer behaviors. In order to do this, what products and services are required? How must our people perform and what processes are critical to deliver on the desired customer experience? Later this framework is the same approach we use to building a balanced scorecard for measuring business performance.

We use a seven step implementation process described briefly below:

Step 1 – Engage senior leaders around the vision and strategy: This step engages the leadership team in not just developing a shared view of the business case, but also a collective appreciation of what will be required to achieve it. A combination of executive education, site visits to world class companies and data-based benchmarking helps create strong stakeholder commitment to organizational change.


Step 2 – Understand the current customer experience: This includes the steps we would take to understand our client’s current performance in terms of the markets they serve, customer segments, employees, processes, products/services and technology. The result of this step is a deep understanding of the current state of our client’s business and identifies opportunities for short and long term improvement and critical input into the design of the customer experience moving forward.


Step 3 – Design and test improvements to the customer experience: Building on the data from the previous step, we define what the enhanced customer experience will be and define the specific touchpoints, behaviors, product/services, processes, technology and marketing initiatives that will support comprehensive delivery of the new experience to specific customer segments.


Step 4 – Achieve early wins and enroll the organization: From our research in step 2, we will have identified critical issues for customers and employees that need to be addressed to either curb attrition or solve an important barrier to serving customers. Taking action on these key problems at the beginning of the project is important to making a difference for customers and employees and to create confidence in the project. Secondly, this step includes all the activities around internal communications to enroll employees at all levels in the change effort. Use of learning maps proves extremely effective here.


Step 5 – Build capability in people, processes and measurement systems: With some clear wins under our belt and specific improvements to the customer experience defined and validated, we are ready to prepare the organization to deliver the new experience through training, aligning HR and performance management systems and re-engineering processes and measurement systems as required.


Step 6 – Implement selected improvements to the customer experience: Once a clear set of specifications have been defined and a phased implementation plan developed, we then roll out each element of the improved customer experience in a well thought out sequence.


Step 7 – Launch the management system: To sustain the implementation, newly developed or enhanced measurement systems are used to support management processes that monitor and drive continuous improvement of the new customer experience.


Free Tools and Assessments

This web-based self-assessment is based on a sub-set of the Best Practices of leading Service Profit Chain companies. Assessment results will be produced immediately upon completion. MORE


A powerful, research-based system that dramatically improves customer satisfaction and loyalty. Learn strategy, management practices and customer service tactics to out-perform your competitors. MORE


Hundreds of large organizations around the world have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners"
of your business. MORE


Discover how organizational culture evolves, how it can be shaped and sustained, how it fosters innovation, promotes survival in tough times and influences the success of global strategies. MORE