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Service Assessment

Developing service excellence a clear strategy is essential. To embark on the path of success to service excellence, the current situation of the company needs to be assessed. We have developed a broad method mix for rapidly actionable analysis. Insight from various sources can be quickly obtained. Employee survey: internal discussions are used for internal assessment of the Status Quo. We use standardized questionnaires, personal or group interviews. Mystery Shopping is an effective way to test the service ability of a company. Benchmarking is used to compare the company with leaders in the field, insights into strengths, weaknesses and competitiveness are then analyzed. PESTLE analysis This method systemizes organizational changes in the corporate environment. PESTLE stands for the different areas of analysis: political, economic, socio-cultural, technological, legal, ecological. Scenario analysis is used to look at the different potential development paths, including the influencing factors and consequences. Based on the results, a service outline can be developed. We display the results clearly on a strategy map based on the Balanced Scorecard.

Strategy and Implementation

Three ingredients are essential for business success with CONOSCOPE: the development of policy alternatives, the active decision of a strategy and its targeted implementation.

Strategy

Based on our analysis, we develop strategic options and evaluate them. We use our Service Innovation Lab as well as our Country and Topic Experts, depending on customer needs. Jointly with time and cost planning, CONOSCOPE develops a concrete action plan to implement the strategy.

Implementation

With the implementation of the strategy, we take over, with the permission of the Management, certain functions of the realisation plan to ensure that the company can focus on the on-going operations, while we focus on the strategy's implementation.

Focus

Our principle is: There are always people who act. Concepts and CONOSCOPE proposed measures take into account the employees as the companies do: seeing them as partners and stakeholders in success.

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2019
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