SAF

The Service Automation Framework consists of six main building blocks that can be divided into the ‘heart’ (focused on design) and the ‘brain’ (focused on delivery), which are both equally important in delivering automated services:
1. User: The building block that defines the key characteristics of the groups of people a service provider aims to serve;
2. Service Design: The business function that designs and defines the service offering of a service provider. It is the concretization of the service concepts into an actual design, including the relevant support structures and digital interfaces;
3. Technology: The building block that defines the setup and usability of the digital interfaces, connecting service providers with their users;
4. Automated Deployment: The processes that enable a user to start using a service based on his or her own action;
5. Service Delivery Automation: The processes that enable a user to change or resolve any aspect of the service based on his or her own action;
6. Serendipity Management: The processes that facilitate a planned and continuous approach in order to constantly exceed the expectations of users.

Each of the six building blocks form an essential step in design and delivery of automated services.

SAF

In addition to the six building blocks of SAF, the seven Service Automation Framework Techniques can be considered as a step-by-step plan that organizations can use to adopt Service Automation. Each of the seven SAFTs discuss in detail what techniques an organization should use to design and deliver automated services:
1. SAFT1 – Building User Groups and User Characteristics: In order to deliver ‘valuable’ services, it is necessary to understand the Service Perception of individual users. SAFT 1 provides the techniques to build the User Groups and User Characteristics that shape the Service Perception.
2. SAFT2 – Translating User Profiles into User Action: In order to ensure that services meet or exceed user requirements or expectations, service providers need to understand the needs and triggers that initiate service requests. SAFT2 provides the techniques to translate User Profiles into User Actions, keeping in mind the psychographic criteria that determine the overall UX.
3. SAFT3 – Compose the Service Automation Blueprint: The SAF Canvas enables the composition of a Service Automation Blueprint which outlines the ‘ultimate User Experience’ for a specific service and a specific User Group.
4. SAFT4 – Technology Interface Modeling: The goal of Technology Interface Modeling is to design a Self- Service Portal (e.g. the technology interface) based on industry best practices.
5. SAFT5 – Implement Automated Deployment Processes: The goal of this exercise is to apply the three processes of Automated Deployment (Provisioning Process, Familiarization Process and Fulfillment Process) into your own organization.
6. SAFT6 – Implement Service Delivery Automation Processes: The goal of this exercise is to apply the five processes of Service Delivery Automation (Request, Inquiry, Resolution, Upgrade and Feedback Process) into your own organization.
7. SAFT7 – Surprise your user with Serendipity Management: The goal of this exercise is to apply Serendipity Management to transform your organization’s customers into long-term fans.

Through the chapters of the Service Automation book, each of the seven Service Automation Framework Techniques is illustrated using the case study of the Swan Hotel Group.

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  • Service Automation Framework

    Service Automation is the concept of achieving customer loyalty by the use of automated Learn More
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  • Service Automation Foundation Courseware

    Besides the Service Automation Foundation Courseware (ISBN: 9789401802062) publication you are advised to obtain the publication Service Automation Framework (ISBN: 9789401800624). Service Automation is the concept of achieving customer loyalty by the use of automated technologies and builds upon a large demographic and sociological trend. We are the self-service generation, who are able to make our own decisions. The self-service generation is nowadays used to search, evaluate and purchase products online for a number of years now. This 2 day course will give you deep insight into the concept of Service Automation, the concept by which you can automate your service offering. If you adequately apply Service Automation in your organization, you will see both employee and customer satisfaction rise and significantly increase the number of people who will ‘like’ your company. The Service Automation Framework® has been created to find a methodical way to discuss Service Automation. It provides a step-by-step approach, including a number of design elements and processes, which every organization can use to systematically enhance its Services. As with any model, it is a simplified version of reality, but it structures the mind and provides uniform terminology when discussing the contents with co-workers and colleagues. Nothing more, nothing less. We encourage you to adapt and apply the model in any way that you see fit and which helps you and your organization. This course is intended for everyone who has ever experienced that the level of Service in his organization can be increased and is looking for guidance to achieve this goal. Whether you are an entrepreneur, executive, consultant or work in the field of academia, the Service Automation Framework will help you to consistently exceed user expectations. Learn More
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  • Service Automation Foundation Courseware E-Package

    The Courseware package consist out of two publications, Service Automation Foundation Courseware (ISBN: 978 94 018 0206 2) and Service Automation Framework (ISBN: 978 94 018 0062 4 ). Service Automation is the concept of achieving customer loyalty by the use of automated technologies and builds upon a large demographic and sociological trend. We are the self-service generation, who are able to make our own decisions. The self-service generation is nowadays used to search, evaluate and purchase products online for a number of years now. This 2 day course will give you deep insight into the concept of Service Automation, the concept by which you can automate your service offering. If you adequately apply Service Automation in your organization, you will see both employee and customer satisfaction rise and significantly increase the number of people who will ‘like’ your company. The Service Automation Framework® has been created to find a methodical way to discuss Service Automation. It provides a step-by-step approach, including a number of design elements and processes, which every organization can use to systematically enhance its Services. As with any model, it is a simplified version of reality, but it structures the mind and provides uniform terminology when discussing the contents with co-workers and colleagues. Nothing more, nothing less. We encourage you to adapt and apply the model in any way that you see fit and which helps you and your organization. This course is intended for everyone who has ever experienced that the level of Service in his organization can be increased and is looking for guidance to achieve this goal. Whether you are an entrepreneur, executive, consultant or work in the field of academia, the Service Automation Framework will help you to consistently exceed user expectations. Learn More
    €104.91 Incl. Tax €96.25 Excl. Tax

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