Service Effectiveness

Today’s service delivery considerations are evolving as organizations seek to move from reaping the benefits of low-hanging fruit initiatives, such as labor arbitrage, to addressing more complex issues that deliver increased value. They are asking, “What’s next?”

As a result of this shift from old generation to Next Generation, global services organizations are feeling the pressure to evolve beyond efficiency to a state that also delivers effectiveness.

Everest Group illustration of Service delivery value evolution and maturity

Historically, delivery organizations have focused on efficiency wherein unit prices, process output, service levels, and delivery risk dominate — while service recipients have always tended to prioritize measures of effectiveness, such as business value, process impact, and delivering what is required (not only what is specified).

To obtain an optimized mix of efficiency and effectiveness — stakeholders must assess services along key dimensions to identify opportunities for change that will help achieve world-class, effectiveness-oriented delivery capabilities and behaviors.

Everest Group’s Service Effectiveness offerings are designed specifically to identify and help address misalignment between service delivery organizations (whether internal or external) and its service recipient community that then leads to various degrees of ineffectiveness.

The offering begins with a diagnostic assessment of three different dimensions — business objectives, relationship management priorities, and performance. After an analysis of the assessment results, Everest Group facilitates workshops with all stakeholders to establish the going-forward service effectiveness agenda.

The end result? Targeted initiatives and next steps to enable providers and recipients to move up the value chain from service delivery efficiency to win-win service delivery effectiveness.