Organizational Development Program: ASSESS PHASE

The Assess phase of the Organizational Development Program is the on-ramp to becoming a truly innovative and recognized leader in the delivery of support. Assess starts by analyzing your performance against industry, peer and best-in-class metrics based on the AFSMI Benchmarking. Based on your responses to the AFSMI Benchmark survey, a preliminary comparison is provided via key metrics that form the basis for an in-depth discussion between you and the AFSMI assessment team. This discussion is intended to drill into areas where your metrics point to strong operational processes and results, as well as areas that have been identified as candidates for improvement.

The Assessment analysis will lead to an objective review of potential recommendations for improvements and/or next steps towards certification. Next steps may include a recommendation to move forward into the AFSMI certification programs or to utilize AFSMI resources or partners to narrow any identified performance gaps. If you require assistance in developing and implementing improvement initiatives, you can also take advantage of additional AFSMI Advisory Services for help.

STEPS IN THE ASSESSMENT

Initial Review: AFSMI will review your Benchmarking input against a relevant peer group and highlight areas of strength, probe for unique business or operational characteristics, and identify potential areas of improvement for additional analysis.

Assessment: The next step is to review more in-depth information about your Company, including a deep dive into your existing products, services and support programs. The AFSMI assessment team will review key initiatives underway, current support model and processes, support centers locations and global strategy, outsourcing and offshore operations, and case workflow. Supporting IT infrastructure will also be reviewed, including telephony, case management, CRM, knowledge management, Web self-service tools, and any peripheral tools such as quality monitoring, remote support, and multi-channel customer hubs. Supporting KPIs and Customer Satisfaction programs will also be analyzed.

Based on the findings from this evaluation, AFSMI will prepare a gap analysis comparing your company’s current customer service operations and technology environment with cross-industry “best in class” examples. Where possible, AFSMI assessment team will leverage AFSMI Benchmarking Metrics to illustrate how your company compares to similar companies in areas related to support processes and technology adoption and success. “Best in class” process and technology implementations will be identified, including commentary on what elements of the implementation are “best in class,” and what underlying processes and technology contribute to success. Your company's process and technology usage will be compared to these examples, and the gap analysis performed. Our Research team will present initial findings and recommendations to your company and gather initial feedback from your company on the results. Our Research team will incorporate feedback from your company in an Organizational Development Assessment Report.

AFSMI analysis will address the following issues:

How does your company’s technical support operations and self-service offerings compare to ‘best in class’ implementations across industries? Examples will be provided in areas where improvement is required in order to meet or exceed ‘best in class’ standards.
What impacts to operational efficiency are possible by adopting new approaches to service processes and technology? This could include discussion/recommendations concerning the existing outsourcing strategy/implementation.
Which technology providers are likely candidates to fill your company’s functional gaps moving forward? A ‘short list’ of vendors will be provided, including commentary on what each solution should be considered, as well as relative strengths/weaknesses of each solution.
Is your overall technical support operation positioned for success in the AFSMI Excellence in Service Operations or J.D. Power and Associates Certified Technology Support Services certification programs? This will include AFSMI’s perspective on operational readiness to pass the audit and survey steps in the process.

Final report: The AFSMI Research team will prepare a report containing the detailed findings, analysis, and recommendations to help address your company’s opportunities, areas for improvement and areas to recognize. The AFSMI team will conduct a meeting to discuss the report and include extensive Q&A time to explore our analysis with you in detail. We will also offer suggestions on how your company can apply AFSMI recommendations, possible next steps in which AFSMI or an appropriate partner could continue to advise your company, and readiness to begin the AFSMI certification process/program.

Final engagement summary: The AFSMI team will prepare and deliver a final engagement summary incorporating the additional issues and questions raised during the delivery event and our additional analysis on those items.

Organizational Development Program: ASSESS PHASE

STEPS IN THE ASSESSMENT

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