Our Proven SERVIS Methodology

Unlocks the Latent Profits, Competitiveness and Customer Service in Your Aftermarket Operation

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A Servispart Consulting engagement is designed to help your aftermarket organisation to solve a problem or realise an opportunity of strategic importance.

When you come to us to start a conversation about how we might help, this is how we’ll proceed to engage with you. We call it our SERVIS methodology and it ensures we deliver consistency, robustness and continuous improvement.

All of our engagements involve stages 1 and 2 and usually 3. Stages 4, 5 and 6 are entirely at your discretion and depend on the nature of your challenge and whether you have the capability and desire to perform these activities without us.

  • Scope

    This initial stage gets called many things but it’s always free of charge from us. It’s where our conversation starts and may comprise one or more phone calls, sales meetings or a “free consultation” of some kind. We try to keep this stage as short as possible (to keep costs down for us both) but it can only conclude when we both have a clear understanding of your needs and we’ve agreed to work together. Typically, it covers:

    • Your situation, problem or opportunity

    • Probable root causes of your situation

    • Why you need a solution

    • Why you need our help

    • Potential solution options

    • What a solution might cost

    • How long the solution might take

    • The skills and resources needed to ensure success

    • When you want to get started

    • Who has the budget and authority to engage us

    • A written offer from us and signed by you

  • Examine

    The first thing we do when we start any new consulting assignment is to examine your situation thoroughly and perform a diagnosis of what needs to be done. This will either confirm your own understanding that we discussed at the scoping stage or, quite possibly, uncover additional root causes or things we must consider. As before, we try to keep this stage as brief as possible but it can only conclude when we have a qualified understanding of the situation, problem, implications and needs. Typically, it requires some or all of the following:

    • Interviews with key people

    • Process walkthroughs

    • System demonstrations

    • Service partner appraisals

    • Collection of data and management information

    • Commercial contract appraisals

    • External site visits e.g. operations or warehouses

    • Meetings with customers or suppliers

    • Facilitated workshops

    • Proven evaluation methodologies

    • Use of our own proprietary analysis tools

  • Resolve

    After defining the problem or opportunity, we explore the various solution options. This involves defining your business requirements first, which leads to definition of the selection criteria for your ideal solution. Information is then gathered on potential solution options and the criteria applied to test viability and resolve the preferred solution for your business. Typically, this requires some or all of the following:

    • Facilitated workshops with key people

    • Involvement of partners, customers or suppliers

    • Proprietary methods and tools

    • Production of a statement of requirements

    • Contact with new system providers

    • Contact with new service providers

    • Request for Proposals exercise

    • Request for Quotation exercise

    • Solution option documentation

    • Selection of preferred solution

  • Value

    When you’ve chosen your preferred solution, the investment often needs justifying and signing off before it can be developed and implemented. This is done using a value proposition of some kind, usually in the form of a business case, to articulate the value to the business, timings, resources, etc. Typically, this stage includes:

    • Strategic objectives

    • Vision statement

    • Options and solutions considered

    • Justification of the chosen solution

    • Specification of the solution in business terms

    • Expected business benefits and their timing

    • Resource requirements and management plan

    • High-level programme plan

    • Risk assessment

    • Funding requirements and management plan

    • Investment appraisal

    • Recommendation

    • Formal request for approval

  • Implement

    This is the stage that usually takes the longest and involves the most resources. It is also the stage where clients try to cut corners and get themselves into problems. Implementation is not easy – it requires skilled resources, proven methods, strong governance and leadership ability. If you’ve not developed or implemented a solution of this kind before then please think very carefully before you go it alone. We’ve lost count of the number of times our consultants have had to clean up other people’s mess! We don’t mind doing that – it’s good business for us – but it can cost you more time and money than it would have done if we’d helped sooner. This stage might include:

    • Detailed solution design

    • Process development

    • System development

    • System selection and implementation

    • People recruitment, training and development

    • Selecting and appointing new service partners

    • Infrastructural development e.g. warehouses

    • Equipment purchase and installation

    • Overall business solution integration

    • Management of capability projects

    • Overall programme management

    • Business benefit realisation and tracking

    • Stakeholder engagement and management

    • Programme risk and issue management

    • Programme quality and assurance

    • Formal programme closure

    • Statement of value created

  • Sustain

    The solution has been embedded in your business and should be delivering the expected benefits. The key thing now is to make sure the new way of working sustains itself. We therefore stay in contact with you and provide ongoing sustainment support on a periodic basis to ensure the solution continues to add value to your business. This is particularly important if some of your business benefits take time to be realised, as is often the case. This stage might therefore include:

    • Structured or flexible sustainment programme

    • Steering meeting attendance

    • Quality and assurance assessments

    • Health checks or reviews

    • Business benefit evaluation

    • Solution tweaks or adjustments

    • Improvement suggestions and ideas