Strategy Maps for Customer Service Organizations

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Strategy Maps for Customer Service Organizations
Ganesh Bhat, Management Consultant, India

Hi, can someone comment on how SMs for Customer Service Organizations/Units are different from default ones? Any ideas or pointers are appreciated! Thanks & Regards.

Strategy Maps in Customer Service Organizations / Units
Hi Ganesh. Because all organizations, service or manufacturing have sustainability and/or stakeholders wealth as their objective, strategy and strategy maps become more or less similar, if done well.
The only difference may be in the cause and effect relationship and weights assigned.
In a service organization - like a bank or an insurance company - customer touch points are critical and could be given more priority compared to a manufacturing outfit that will really be concerned about logistics and the manufacturing processes.
The service industry uses technology to deliver their services and this can easily replace the traditional internal processes as we know them.
Other than those mainly orientational differences, Strategy Maps for all organizations will reflect the same things as other organization in my mind.



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