Strategy Maps for Customer Service Organizations

Strategy Maps
Knowledge Center

Forum

New Topic

Ganesh Bhat
Management Consultant, India

Strategy Maps for Customer Service Organizations

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.

  GEOFFREY NYAMBANE
Manager, Kenya
 

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.

Start a new forum topic

 

More on Strategy Maps
Summary
Forum
🔥How to Use a Strategy Map to Perform a Quick Strategy Check
Successful Cases of Strategy Maps
BSC or OKR?
Strengths of Strategy Maps
Disadvantages / Problems with Strategy Maps
Strategy Maps for Customer Service Organizations
Best Practices
Should the Strategy be Communicated? How Much? To Whom?
Managing Cross-Divisional Collaboration and Strategy Maps
Selection in Customer Perspective of Strategy Maps
Strategy Maps for Public Sector Organizations / Government
Are Balanced Scorecard and Strategy Map the Same?
Synergy in Strategy Maps?
Special Interest Group
Chris Blackman
Business Consultant
Notify your students

Copy this into your study materials:

and add a hyperlink to:

Link to this discussion

Copy this HTML code to your web site:

Strategy Maps
Knowledge Center



About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
2021 12manage - The Executive Fast Track. V15.8 - Last updated: 20-4-2021. All names of their owners.