An organisation that had been the subject of significant change was aware that one of their support service teams was not supporting the operational business as they would like.
After taking time to understand the change the operational business had gone through an exercise was undertaken to look at the process the service function used to respond to the business. The service function was very defensive of their process refusing to acknowledge it was in any way their ‘fault’.
It was apparent that the process hadn’t been adapted to reflect the change in the business and a new process was jointly devised that each side understood and bought into.
- A new more efficient process was brought into practice.
- There is improved communication and understanding of each parties needs and wants.
- A welcomed by product was increased transparency and a fair internal service level agreement and recharging process was introduced.