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Service levels need to be continually increased to meet customer expectation and stay competitive within the market place. There is progressively more demand for improving the customer experience, providing value for money and high availability services and at the same time increasingly less tolerance of poor service.
This award is for the organisation that has, in the opinion of the judges, best identified the need for a significant service improvement and then realised the improvement in a timely and effective manner, thereby considerably increasing customer satisfaction and/or business gain.
Judging Criteria
The Judges will be looking for the submission that has given the most significant advantage balanced against the complexity, speed and challenges of the service improvement. Both internally and externally focused service improvement programmes are applicable.
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Previous Rapid Response Award Winners
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7th Awards
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Marks & Spencer - Non Production Transformation
The problems in dealing with the multiple comlpexities of building and testing multiple projects simultaneously in a large organisation are well known. The vision of the Non-Production Transformation Programme is to “Productionise the Non-Production Infrastructure and Application Services”, and reduce the cost of project delays and production incidents.
The transformation was managed using a combination of three main methodologies: a service maturity model, ADKAR change management, and PRINCE 2. The combination of these provided a coherent framework to deliver a successful service improvement.
Judges Comments
“A project from which many organisations could learn. The judges were impressed with the clarity of objectives and the hard analytical evidence of success was remarkable.”
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6th Awards
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United Biscuits - Project Purple
Project Purple demonstrates how maximum business benefit can be gained with a minimal spend. It involved a major overhaul of customer service with a focus on improved communications and speedy incident resolution.
The project was driven by a newly created Service Improvement department within IT and used much of the ITIL v3 Framework. Service improvement centred on simple, sustainable internal process changes, with the objective of instilling a customer focussed approach in the IS support teams.
Judges Comments
"A wholly customer-focused approach with customer-centric SLAs and great opportunity for feedback leading to continuous improvement."
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Service Improvement
