Service delivery model

from Wikipedia, the free encyclopedia
This article or the following section is not adequately provided with supporting documents ( e.g. individual evidence ). Information without sufficient evidence could be removed soon. Please help Wikipedia by researching the information and including good evidence.

The service delivery model describes the way in which a shared service center provides services to its customers. The introduction of a new service delivery model usually entails profound changes in customer contact and the specialization of employees; it is often even equated with the overall concept of a shared service center.

For example, most companies choose a service delivery model for an HR shared service center that uses the advantages of self-services and employee portals (tier 0) and provides for extensive specialization of employees in the shared service center. With the help of this "funnel model", for example, the experts should be relieved of employee inquiries and these should be answered by a qualified "call center" (Tier 1). In detail, a service delivery model characterizes:

  • Communication channels: Telephone , email , fax and paper receipts (letters, documents, etc.) are generally defined and accepted as communication channels. The goal is usually to establish email as the preferred medium; Better still, to provide the employees with a self-service with which they can record their inquiries themselves in the form of a "ticket". E-mail (and ticket self services) allow asynchronous and therefore more efficient processing of inquiries. Telephone inquiries can be supported by a CTI system. This computer telephony integration makes it possible to recognize the caller from the telephone number. Faxes are mostly converted directly into e-mails with a corresponding electronic attachment and are rarely used in practice. Depending on the industry and the level of maturity of the shared service center, additional communication or input channels can be provided, e.g. B. also a direct visit to a "counseling center", which is already Tier 1.
  • Tier 0: Inquiries from employees or managers can be answered most efficiently via the employee portal or a corresponding self-service, as this does not require direct interaction on the part of the employees of an SSC. The prerequisite is that the information offered in the portal must be easy to find, target group-specific, comprehensive and up-to-date. Employee Self Services should be available for the most frequent approval processes , which trigger a workflow (vacation request, course booking ...) or make changes directly in the HR information system (e.g. update emergency address). Ideally, the employee portal is integrated with the knowledge database ; Companies must ensure that the responsibilities for updating the employee portal are clearly defined and followed up.
  • Tier 1: Employees in "Tier 1" process the incoming employee inquiries and create a service ticket for each inquiry. Most companies try to answer 80% of the inquiries that reach tier 1 there (qualitative tier 1). With the help of the knowledge database and special FAQ lists for each service, tier 1 employees are able to process the inquiries. Inquiries that cannot be processed immediately are forwarded to Tier 2. The detailed processes of how callers are authenticated, the decision to create a new ticket or use an existing one, etc. are described by the service processes in tier 1. In some cases, "Tier 1" also has two levels, for example to differentiate again between employees who take a call and open a ticket and more highly qualified employees who process the content of the inquiries. Central questions in the planning of Tier 1 are, for example, the languages ​​to be supported, service times, staffing , scope of the required skills and responsibilities, etc.
  • Tier 2: Under “Tier 2”, the various process specialists are usually summarized who are responsible for “day-to-day business” and thus the standard processes in the individual service areas. Often they are the ones who collect data e.g. B. change in SAP ERP HCM, if this is necessary due to the type of request.
  • Tier 3: The employees in an expert role and thus "Tier 3" in the service delivery model do not necessarily have to be employees of the SSC. They accept inquiries that Tier 2 could not answer and, if necessary, call in other (internal and external) employees.
  • Customers: In principle, it must be clarified for which employee groups the inquiries are to be processed in the manner described. A different path is usually taken for senior executives; the model is also not suitable - at least initially - for all managers for all inquiries or for employees posted abroad.

Depending on the organizational requirements, the level of centralization and maturity of a shared service center, there may be deviations from the model described. The model affects various other elements of a shared service, e.g. B. on the required technology ( knowledge database , employee interaction center ...), on the definition of the requirement profiles and role definitions, service level agreement, etc.