Self-awareness

gears

Preparing for service design Discover Define Develop Deliver Follow-up Benchmarking Customer service health check Horizon scanning PESTELI SWOT Business Model Canvas Horizon scanning PESTELI SWOT Business Model Canvas Scenario planning Business Model Canvas Business Model Canvas Customer service health check

Horizon scanning

gears

Overview Horizon scanning is used to detect emerging threats and opportunities, and to guide decision and policy-making ahead of actual events. Horizon scanning enables you to anticipate change and, by extension, helps the organisation to be proactive rather than reactive. Also known as Competitive intelligence. Environmental scanning. Foresight process. The tool Horizon scanning involves the […]

Benchmarking

gears

Overview Benchmarking is the comparison of business processes and performance with those of other organisations in order to see how well you are doing in relation to others.  Also known as The tool Benchmarking may: Be used as a learning tool, and may be used to identify areas for business improvement. Help you open up […]

Business Model Canvas

gears

Overview Business Model Canvas is a way to visualise your business. You can use this to map, discuss, design, and invent new business models. Also known as The tool The tool can be used to describe, design, and develop a service. The canvas breaks the business down into chucks that help you to visualise the […]

Customer service health check

gears

Overview Various customer service resources. Also known as The tool Council’s Customer Service Toolkit http://intranet.argyll-bute.gov.uk/cstoolkit Council’s Customer Service Health Check http://intranet.argyll-bute.gov.uk/resources/customer-service-health-check [KS – link broken, couldn’t find it] Customer Service Excellence https://www.customerserviceexcellence.uk.com/ Why use it When to use it How to use it Strengths Weaknesses Similar to Use in conjunction with Complemented by Example(s) Additional […]

PESTELI

gears

Overview This is one of a range of similar acronyms designed to structure thinking around specific headings. PESTELI is a mnemonic that is designed to help you understand the environment in which you operate. Also known as PEST (Political, Economic, Social, Technology) PESTLE (Political, Economic, Social, Technology, Legal (or Legislative), Environment) SLEPT (Social, Legal (or […]

Scenario planning

gears

Overview Scenario planning is a way of creating alternative, plausible scenarios, based on a range of factors. In turn, scenario planning can help users to assess strategy against a range of plausible alternative futures, with the scenarios created providing a context to help managers make reasoned decisions. Also known as Scenario thinking. Scenario analysis. The […]

SWOT

gears

Overview SWOT is a mnemonic to help you structure your thoughts as you evaluate the strengths and weaknesses of a product or service you provide, or that you may wish to provide in the future. SWOT analysis is one of the simplest forms of self-assessment. Also known as The tool SWOT stands for: Strengths Weaknesses […]