1. D&B Valued Service Method
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Helping Service Oriented Organization
to transform from Create Satisfied Experience
to Create Valued Experience
Document Version : 20130508-01
2. VSM is Developed from……..
• research studies of over 50,000 service cases
• customer surveys of over 100 retail brands
VSM will provide…….
• A complete, step-by-step blueprint from strategy
development to front-line execution
• numerous practical tools to managers understand key
concepts and apply them to their real working situation
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Why VSM ?
3. • Around 33% service offering achieved high quality standard
but the customer is totally NOT VALUE that experience
• Around 10% of customers are not willing to repurchase
after satisfied experience…….
• The weighting of customer influence of each service touch
point is not the same…….in some case, customer is willing
to repurchase even they are not happy in specific touch
point i.e. that point is zero influence for repurchase
• There is not direct relationship between service investment
and service value.
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Our Findings…….
4. 4
Factsheet on
Valued Service Method (VSM)
• Systemically approach to let your customers
experience your unique value through every service
touch point
What is VSM?
•Enhance the number of committed loyalty customers
•Strengthen the emotional attachment between your organization and the customers
•Maintain the sustainable business growth through maximize the repurchase frequency
and amount
Why VSM?
•From out-come dominant to process dominant service organization
•From top management (Strategic Level) to front-line staff (Operational Level)
Where to
Apply VSM?
•Top/Senior Management : Create Valued Service Strategies and Promise
•Middle/Area/Zone Management : Develop Valued Service Workflow and Culture
•Store/Team Level Staff : Deliver Valued Service Attitude(s) and
Behavior(s)
Who will
Involve in the VSM?
•Your products are commodity or similar to your competitors and you would like to use
service as your competitive advantage
•Your customers are looking for a highest level of service which they willing to paid
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When to
Apply VSM?
5. 5
VSM Major Tools
Valued Service
Creation
Valued Service
Development
Valued Service
Delivery
Service Strategy
Formulation
Map
Service Promise
Development Grid
Value Creation
Cycle
Design Canvas
Voice of Service
Stakeholders
Matrix
Service Culture
Diagnosis Diagram
Service KPI
Design Framework
Individual
Performance
Assessment Matrix
On-Site Problem
Root Cause
Analytical Diagram
Team Performance
Evaluation Matrix
6. Part 1 : Service Fundamentals
• Business Reality
• Types and Levels of Service
• Relationship Outcomes of Satisfaction and Repurchase
• Attitude, Behavior & Cognition of Committed Loyal Customers
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VSM Key Contents
Part 2 : Valued Service Creation (For Senior Management)
Module 201: Develop Service Strategies
Module 202: Define Service Attributes
Module 203: Work out Service Promise
Module 204: Design a Value Creation Cycle
7. Part 3 : Valued Service Development (For Middle Management)
Module 301: Develop Service Culture
Module 302: Form Service Ambassador Team
Module 303: Design Service Flow
Module 304: Set Service Standards (KPI)
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VSM Key Contents
Part 4 : Valued Service Delivery (For Front-line Management)
Module 401: Transfer Service Vision into Measureable Promise
Module 402: Monitor Service Delivery
Module 403: Enhance Individual/ Team Service Performance
Module 404: Execute Micro Service Quality Improvement
9. D&B (NYSE:DNB) is the world's leading source of commercial
information and insight on businesses, enabling organizations
to Decide with Confidence® for more than 175 years.
D&B Enterprise Learning has been recognized as one of the
top-notch talent development solution providers in the Greater
China. Since 1980, we helped over 1000 organizations
transform talent development into business strategies through
leadership development programs, executive coaching
services and performance benchmarking services
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About D&B Enterprise Learning
