In the September/October 2009 issue of "The Forum" e-newsletter from itSMF, Reginald Lo from Third Sky writes about "Techniques for Understanding what the Customer Values in a Service." This article rehashes content from Service Strategy, but for me it's a helpful reminder of this three-part statement: (name of service) PROVIDES VALUE TO THE CUSTOMER WHEN (outcome supported) WITHOUT (constraint) For example, "E-mail" PROVIDES VALUE TO THE CUSTOMER WHEN "users can send text and attachments to one another" WITHOUT "any perceived delay". This structure captures the utility statement (the outcome) as well as the warranty claim (removing the constraint). Lo then goes on to show Third Sky's more detailed value statement template. Individual site contributors are solely responsible for the content of this web site.
|
|||