Delivering service quality at a competitive cost

service quality image

A half day workshop for teams seeking to use data and digital tools to drive greater value through quality of service.   This might include:

  • Automation to free time and speed up service fulfilment
  • AI to predict and avoid obstacles to successful delivery
  • Analytics to optimise the way in which assets and people are deployed
  • Applications to ease customer friction and lift the customer experience

Workshop purpose:

To show management teams the importance of measuring quality of service, the real margin earned from serving each customer, and how to diagnose the reasons for cost to serve being out of step with value delivered.

To guide the team through developing a plan for using digital tools and data to increase service performance, release time that can be focused upon better service delivery, and to perform ongoing diagnosis of service quality –  completing as many steps as possible within the bounds of the workshop – and demonstrating how to complete any steps remaining.

Programme outline:

Introduction to a Service Quality Planning Framework.

The importance of measurement – of service quality, the real margin earned from customers, and the drivers of the cost to serve.

The role of automation in freeing time and improving service quality.

The application of AI to identify and respond to service quality problems.

The use of data to optimise the way in which assets and people are deployed.

Development of a plan to drive growth through service quality.

Pre workshop diagnostics:

Business managers will be invited to complete a diagnostic survey that will aid the design of the workshop.  This will capture learning objectives, initiatives already underway, and areas of critical importance for the business.

Post workshop mentoring:

Delegates will receive free on-line mentoring support for one week following the workshop in order to complete the service quality plan.


For a half day workshop:  £360 plus VAT.

This price may vary depending upon the length of the workshop and whether there are specific requirements that need to be met.

The workshop can be presented in-person or on-line.  If in-person, travel and subsistence costs may be incurred.

If on-going mentoring support is required beyond the week following the workshop, this will be charged on an hourly basis.

To enquire about or to book this workshop please:

Call us on:    0333 301 0302

Or email us at:

Or complete the form below and click the button.

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