We understand the complexity of consistently
delivering high-quality, world-class service and
support. With so many factors affecting Customer Lifetime Value (CLV), our
Service Value Management model focuses on the
six key drivers that contribute most to CLV: Strategy
and Culture, Monitor and Control, Service Processes,
People, Tools, and Organization. This model brings clarity to improvement efforts by
providing a logical framework for identifying the
actions that can most influence CLV.
Within each of the key areas that drive CLV, KT
offers a range of services that are customized to your
specific needs.
Download SVM Brochure (PDF format)
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Mouse over CLV components to see Management Solutions and Service Modules for each.
Click CLV to see full description. Double-Click to hide it.
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| Aligning the focus of your
service organization with
your corporate strategy and
developing a competitive
advantage | - Vision and Guiding Principles
- Customer and Service
Segmentation
- Competitive Advantage
- Corporate Alignment
| - Service Delivery Method
- Implementation Planning
- Internal and External
Communication
- Risk Analysis
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| Establishing the value
dashboard for effectively
managing the performance
of your service organization | - Key Performance Indicators
- Customer Feedback
- SLA/OLA/BLA
- Project Portfolio Performance
| - Employee Feedback
- Creating & Optimizing
the Value Dashboard
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Service Recovery Management
Root Cause Analysis and Corrective Actions
Escalation Process
Service Continuity
Management
Change and Release Management |
- Key Performance Indicators
- Customer Feedback
- SLA/OLA/BLA
- Project Portfolio Performance
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- External Interface
Management
- Project Portfolio
Management
- ITIL Implementation
- Lean Implementation
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| Maximizing the capability
of people—your core
asset—in line with roles and
responsibilities |
- Troubleshooting Skills
- Customer Handling Skills
- Management Skills
- Facilitation Skills
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- Incident Mapping
- Project Management
- Coaching Skills
- eLearning
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| Developing organization
structure and systems that
actively facilitate your service
strategy and processes |
- Organizational Structure
- Performance System
- Job Specification
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- Staff Selection
- Career Path
Development
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| Aligning the focus of your
service organization with
your corporate strategy and
developing a competitive
advantage | Vision and Guiding Principles
Customer and Service
Segmentation
Competitive Advantage
Corporate Alignment | Service Delivery Method
Implementation Planning
Internal and External
Communication
Risk Analysis |
| | Establishing the value
dashboard for effectively
managing the performance
of your service organization | Key Performance Indicators
Customer Feedback
SLA/OLA/BLA
Project Portfolio Performance | Employee Feedback
Creating & Optimizing
the Value Dashboard |
|
Service Recovery Management
Root Cause Analysis and Corrective Actions
Escalation Process
Service Continuity
Management
Change and Release Management |
Key Performance Indicators
Customer Feedback
SLA/OLA/BLA
Project Portfolio Performance |
External Interface
Management
Project Portfolio
Management
ITIL Implementation
Lean Implementation |
|
| Maximizing the capability
of people—your core
asset—in line with roles and
responsibilities |
Troubleshooting Skills
Customer Handling Skills
Management Skills
Facilitation Skills |
Incident Mapping
Project Management
Coaching Skills
eLearning | |
| Leveraging your tools to
enable your service processes
and build knowledge
Change and Release Management |
Tool Selection
Case Management Design
Knowledge Centered Support |
eThink®
Project Logic® | |
| Developing organization
structure and systems that
actively facilitate your service
strategy and processes |
Organizational Structure
Performance System
Job Specification |
Staff Selection
Career Path
Development |
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