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Service Performance Management

Service Excellence through effective Key Performance Indicators

Practical advice on how to develop Service KPI that drives people to action.  Si2’s Dag Gronevik  and Nick Frank   are interviewed by Kris Oldland of Field Service News on their experiences in setting effective KPI’s.  You can listen to a brief sample of the discussion or download the full podcast through this link to Field Service News […]
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Driving success in service operations through leading indicators: 7 key messages

Managers in all businesses are driven to measure key elements of their performance, because we all know that old maxim: ‘If you can not measure it, you can’t manage it’. In blogs and white papers you will find a raft of must have KPI’s that will give you the control […]
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Mobile Apps: A bridge to monetising a world of connected things

The key to monetising the Internet of Things (IoT) and Big Data is not to focus on the technology itself, but the impact on customers’ business processes and business model. However, many companies do not find it easy to imagine how their business model might change. Many are lost in […]
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We help our clients build word class service operations.

Superior operational performance does not guarantee market success. But without strong performance, strategies and companies eventually fail.  Agility and freedom of movement reduce and vulnerability to competitive challenges or adverse market conditions increases. Performance excellence is about higher margins, stronger cashflows, improved financial positions and reduced risk. Significantly, it is also about generating sufficient funds to finance growth; Beating competitors through speed, quality and cost; And the ability to react proactively, rapidly and with self-confidence to grasp new opportunities as they arise.

Our approach to service performance management takes in the entire service value chain and is based on proven Lean Six Sigma concepts and methodologies to eliminate waste, reduce cycle and throughput times and improve process and outcome quality. It encompasses both front and back-end operations and stretches out to suppliers as well as distribution and channel partners. We focus on reducing complexity and attaining higher capital and asset productivity, improved resource utilization, better value to cost ratios and improved customer experience and satisfaction.

We place emphasis not just on redesigning processes, but rather on the  company’s entire operating systems and changing employees’ mindsets and behaviors to ensure that  the new way of working is adopted over the long-term. We work with management at all levels from senior executives to project managers and shop floor or field service supervisors to ensure common understanding of  rationale, methodologies and approach to key challenges, correct information flow, sufficient buy-in and sustainability of changes.  Our technical approach is analytical, rigorous, fact based and results driven.

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Our capabilities

  • Strategy
  • Innovation and Design
  • Go To Market
    • Market and Customer Research
    • Optimizing Customer Journeys
    • Sales and Marketing Organisation
  • Organizational Transformation
  • Service Performance Management
    • Service Operations Strategy
    • Lean Six Sigma Service Management
  • Technology
  • After Sales Services
    • Field Service Management
    • Spare Parts Management
  • Industrial Asset Management
  • Outcome based Services
  • Service Procurement
Si2 PARTNERS
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  • Outcome Based Services
  • Service Procurement
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