SERVICE OFFERS

Background

A pharmaceutical company asked us to help them formulate their services into a common format so that internal and external customers could quickly identify

- What was being offered
- How much it cost
- What service level they could expect

Method

Two two-day workshops, involving relevant staff, quickly identified the elements of each of the services together with the quality and quantity of service being offered. Equally importantly, it was agreed how each service should be represented to the user community and who would carry out each part of the procedures.

Outcomes

- The customers were delighted with the clarity of the service proposals.
- The internal staff were all clear as to who was supposed to be doing what in what time scale.
- A considerable amount of waste was eliminated from the service procedures.