Design

You know where your improvement opportunities lie and what you want to achieve with them. You want the whole of improvement measures to be more than the sum of their parts. Your actions must fit into your organization’s strategy. To this end, separate initiatives must be embedded in a coherent whole, namely a design that includes the management concept.

TOTE-M believes that the service provision must be designed just like a product. It is particularly in the design of your services that you can distinguish yourself. A design consists of an architecture for and the development of the processes, within which the people and the organization are integrated with the underlying ICT and the management across all touch points.

The design must be in line with the customer management strategy. If this is already present, it is tested and, if necessary, further accentuated. If there is no clear vision and strategy, TOTE-M facilitates the development of such during the design phase. The design focuses on achieving the formulated goals and is substantiated with a business case. This will let you see the pay-back period and the investments required for the realization. A global project plan for the implementation identifies both the costs and the approach.

The same applies to the outsourcing of customer contacts: outsourcing is successful only if the outsourcing organization has predetermined what the best customer approach is.