Steve Downton, Downton Service Management Consultants Ltd, Noventum Group
The biggest challenge to investing in service solution tools is not necessarily the cost, but the time and effort it takes to implement them and generate the value.
Today's modern Service Directors have a growing list of requirements and responsibilities to face. They have to be strategically aware, supporting their board room colleagues in driving the business, while focusing on raising the performance of their own operation. They need to help the business differentiate itself from competitors by introducing new productivity tools, and better utilising working capital, people, and inventory; all of which are seen by many as potential liabilities rather than as assets.
They meet a number of challenges which require a significant change in emphasis of the role of the service director and manager from: a very capable people manager; excellent in a crisis; dealing effectively with customers and staff; and a specialist at working around problems to perform as a major board room influencer; responsible for the success of the business; close coupled with the customers; recognising their needs and delivering an operation capable of supporting the ever increasing demands of the customer while ensuring that the gap between what the marketing and sales department promise and what can be delivered is kept to an acceptable minimum. This brings a number of very new pressures.
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