Service Productivity Management_SPM_iCognitive

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Get introduced to the Service Productivity Management: …

Get introduced to the Service Productivity Management:
You want to improve SPM in your organisation?
You want to improve the capabilities of your Team?
You have a project in Supply Chain and SPM?
You want to know the level of your SPM in your organisation?
Contact us at info@iCognitive.com for more information or inquiries about SPM and Supply Chain Management!

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  • 1. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved PLAN SOURCE MAKE DELIVER RETURN Service Productivity Management An integrated solution towards excellence in service productivity, quality and profitability John PAUL Director of iCognitive Professor of Bordeaux School of Management (France) Certified Qualified SCOR Instructor by Supply Chain Council
  • 2. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved What is Service Productivity Management (SPM)? SPM is a process to systematically explore complex service issues and suggest the most appropriate methods to improve  Service productivity  Service quality, and  Service profitability Introduction to Service Productivity Management The SPM Program and its Significance Consulting Benchmark Training & Workshop Technology Research
  • 3. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved • The services sector has become the largest economy of the industrialized world. Developing Countries Introduction to Service Productivity Management The SPM Program and its Significance Consulting Benchmark Training & Workshop Technology Research
  • 4. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved • The services sector has become the largest economy of the industrialized world. Emerging Markets Introduction to Service Productivity Management The SPM Program and its Significance Consulting Benchmark Training & Workshop Technology Research
  • 5. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved • The services sector has become the largest economy of the industrialized world. Singapore Introduction to Service Productivity Management The SPM Program and its Significance Consulting Benchmark Training & Workshop Technology Research
  • 6. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved Introduction to Service Productivity Management Productivity Assessment & Improvement End to End Challenges and Global trend Services Business providing services to customer /clients for a fee as their primary business activity Non profit organizations Government sectors Hospitality Healthcare Banking Insurance Software Consultancy Restaurant Arts Organizations Educational Institutions Hospital, health clinics Research facilities Public Health., Public education • Value-added services in a wide range of service sectors Consulting Benchmark Training & Workshop Technology Research
  • 7. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved The global trend • Higher product performance expectations And • Increased focus on the strategic value of customer service ACCELERATING the adoption of service centric competitive strategies in many industries. Wharton, University of Pennsylvania Introduction to Service Productivity Management Productivity Assessment & Improvement End to End Challenges and Global trend The challenge To deliver maximum values to end users with the least possible total cost Consulting Benchmark Training & Workshop Technology Research
  • 8. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved • Productivity issues in service organizations Introduction to Service Productivity Management Productivity Assessment & Improvement End to End Challenges and Global trend How do you manage profitability of a network of hundreds or thousands of branch offices disbursed over several states and countries? How can managed-care organizations manage the quality and cost of hundreds of physicians providing health services to millions of plan members? What methods would enable a government to ensure that the multiple offices serving citizens across a country are operating at low cost while meeting the required service quality? Consulting Benchmark Training & Workshop Technology Research
  • 9. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved The significance and benefits of SPM  SPM is a multi-dimensional that adds great value to the comprehensive assessment of Service Productivity. Introduction to Service Productivity Management The SPM Program and its Significance • Standard Cost System • Ratio Analysis • Zero-based Budgeting • Balance Scorecard • Etc. SPM is not exclusive to other Productivity Measurement and Improvement Methodologies currently well-known, such as Consulting Benchmark Training & Workshop Technology Research
  • 10. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved Service Supply Chain  Transforming a company’s operations into an optimally efficient, customer-satisfying process  Involving different departments  Enhancing efficiency/productivity of the entire supply chain creates more values compared to efficiency improvement for each individual department Introduction to Service Productivity Management Productivity Assessment & Improvement End to End Challenges and Global trend Consulting Benchmark Training & Workshop Technology Research
  • 11. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved Benefits of enhanced SPM – Time, Quality, Cost Higher Service Levels Faster product and service delivery Greater added values Higher quality of support More cost-effective executions Lesser Total Cost of Ownership (TCO) * Lesser opportunity costs *Total Cost of Ownership (TCO) - An effective measure of how much a particular solution or approach will actually cost, accounting for all cost components such as integration cost/effort Introduction to Service Productivity Management Productivity Assessment & Improvement End to End Challenges and Global trend Consulting Benchmark Training & Workshop Technology Research
  • 12. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved Common problems in achieving Productivity Excellence  Lack of enterprise wide integration  Non-standard processes  Poor data accuracy  Sub-optimal planning and order promising  Lack of visibility of global demand and supply Introduction to Service Productivity Management Productivity Assessment & Improvement End to End Challenges and Global trend Consulting Benchmark Training & Workshop Technology Research
  • 13. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved Production View Relationship between production effort and output quantity Performance View Relationship between production effort and performance achieved Profitability View Relationship between costs incurred and profits generated Input – Output Models Optimization Output No. of Sales Closed Man Time Service Process Input Output Input Total Profits Input Output Introduction to Service Productivity Management Performance Assessment & Improvement Performance Management for Internal Operations Machine Time Total Time Dedicated Total Cost Incurred Service Process Service/Sales Cycle Revenue Generated Service Process Fixed Assets Variable Expenses Consulting Benchmark Training & Workshop Technology Research
  • 14. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved Better positioning in the market place Better objectives setting for all business partners Improved financial performance with operational cost savings Introduction to Service Productivity Management Consulting Benchmark Training & Workshop Technology Research
  • 15. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved iCognitive: An integrated service offering to Support your SPM 15 CONSULTING BENCHMARKING TRAINING TECHNOLOGY RESEARCH IN SUPPLY CHAIN Consulting Benchmark Training & Workshop Technology Research
  • 16. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved To KNOW more… • You want to improve SPM in your organisation? • You want to improve the capabilities of your Team? • You have a project in Supply Chain and SPM? • You want to know the level of your SPM in your organisation? • Contact us at info@iCognitive.com for more information or inquiries about SPM and Supply Chain Management! iCognitive HQ and APAC 13 Ann Siang Road #02-01 Singapore 069693 Phone +65 63252810 Fax +65 62200690 www.icognitive.com info@icognitive.com 16Consulting Benchmark Training & Workshop Technology Research
  • 17. ©2013CopyrightiCognitivePte.Ltd.Allrightsreserved www.icognitive.comwww.icognitive.comwww.icognitive.com iCognitive China Room 101- 201, A unit, 3rd building No.4028 Nan Huan Road Hangzhou 310053 China (PRC) Phone: 86 - 571 2689 2730 iCognitive Europe 7C, place du Dôme Immeuble Elysées La Défense Paris La Défense 92056 France Telephone:+33 (0)1 72 75 72 30 Fax:+33 (0)1 72 75 72 99 iCognitive HQ and APAC 13 Ann Siang Road #02-01 Singapore 069693 Phone +65 63252810 Fax +65 62200690 www.icognitive.com info@icognitive.com